Why can’t I access purehmv.com? When will I be able to log in again?
The website and purehmv points scheme as a whole has been temporarily suspended whilst Pure HMV Loyalty Limited is in administration. We are currently unable to confirm when purehmv.com will become available again at this time however any updates will be posted on our website as well as our social channels (e.g. Twitter and Facebook).
Can I or a member of the purehmv Customer Service Team still access or update my account on purehmv.com?
No, whilst the scheme is suspended we are unable to access any areas of purehmv.com, including account information (e.g. postal and email addresses) or your points balance.
Can I still purchase a purehmv card?
No, whilst the scheme has been suspended we have stopped the sale of purehmv cards both in-store and through purehmv.com.
Can I still collect points for any purchases made in-store?
Whilst the scheme is suspended you will not be able to earn any points for purchases to a purehmv card or account.
Can I still validate my receipts if I can’t collect points in store?
Not at this time. We would strongly suggest keeping hold of any receipts they may have as we may be in a position to validate receipts in the future, though this is not guaranteed.
Can I collect points on purchases made through store.hmv.com?
Not at the moment. As with validating receipts we would suggest making a note of the 6-digit order number for any orders you place as we may be in a position to validate these purchases in the future, though this is not guaranteed.
Will I still earn double points on select purchases?
Whilst the purehmv scheme is suspended you will not be able to add or earn any points for any purchases made in-store or through store.hmv.com. Should we be able to validate receipts for in-store purchases or order numbers for orders through store.hmv.com, we may be in a position to add any double points you may be owed at this time though this is not guaranteed.
When can I start earning points again?
At this time we have no confirmed date on when you can start to collect points in store or online. We would kindly ask that you review purehmv.com and our social channels when convenient for any future updates to the website or points scheme.
Where are my points? Have I lost them?
Whilst we are hopeful this won’t be the case, we are unable to confirm whether any points balances will be secured once the scheme relaunches. Any updates to this will be posted on purehmv.com and our social channels as and when they arise.
Why can’t I spend my points?
Whilst the scheme and purehmv website has been suspended, the option to purchase any rewards including Store Discounts was also removed when purehmv.com became temporarily unavailable.
When can I start spending my points again?
We currently have no confirmed date on when you will be able to spend their points. Any updates to this will be posted on purehmv.com and our social channels as and when they arise.
Should purehmv.com become available again soon, will my account still be active?
At this time we are unable to confirm if any accounts on on purehmv.com will still be active or if customer’s will need to re-register their details.
Can I still request replacement purehmv cards in store or through the purehmv Customer Service Team?
No, all systems linked to purehmv and purehmv.com have been suspended so we are unable to process or send out any replacement cards for the foreseeable future.
If you have misplaced your card we strongly suggest keeping any receipts you have showing you’ve had points added to it as we may be able to use this to offer you a replacement once the scheme relaunches, though this is not guaranteed.
I have ordered a reward, such as a magazine subscription, through purehmv.com. Will I still recieve it?
We are currently investigating this with the relevant departments. Should there be any updates or changes we will ensure any customers affected by this will be contacted in due course.
Can I still spend Store Discounts that are currently on my purehmv card?
No, as our systems linked to Store Discounts were suspended when purehmv.com became temporarily unavailable. Our tills are also no longer able to process purehmv cards both to add points onto or remove any Store Discounts present on them.
Is the event I purchased Priority Access to still going ahead? Can I still use my Priority Access to gain entry to an event?
At this time, all events in hmv and Fopp stores are going ahead as planned. Should anything change, including for those who have purchased Priority Access for an event in one of our stores, we will update our social channels as a matter of urgency as well as contact customers via email where possible.
I have a query that isn’t answered in these FAQs. Who is the best person or team to contact for any further assistance?
If your query is not located in these FAQ’s we ask that you send an email to firstname.lastname@example.org for further assistance.
Please be advised that whilst we aim to respond to all queries within 3 working days, we are currently experiencing a higher level of contact than usual and kindly ask for your patience should we be unable to respond within this timeframe.