Here is the Frequently asked questions

Looking for missing points?

To help us answer your Collections enquiries including missing Points claims, we ask that you kindly complete our guided enquiry process to enable us to aid you faster.




You must be a member of the ALL loyalty programme to use Collections. To earn Reward points, you must log onto your Collections account using your ALL membership number and password and access the merchant's e-store via the Collections online portal when making your purchases. Not yet a member of ALL ? Join now by clicking here.

Limitless Experiences is an e-store where members of ALL can purchase goods using their Reward points. These goods can also be paid for solely or partially by credit card, in which case Reward points are earnt.

Collections is an online portal that gives access to the various merchants' own e-stores. When members of ALL purchase goods from these e-stores via Collections, they will earn Reward points.

Yes, you can earn points as long as you:

  • are a member of the ALL programme
  • have logged onto your account
  • have logged onto the Collections online portal
  • have clicked on the merchant of your choice in order to access that partner's e-store
  • have done your shopping and finalized your order on-line via the merchant's website without logging off.

No, you must be a member of the ALL programme and have logged onto your Collections account in order to earn Reward points from the purchases you make from our merchants' e-stores.

You don't, however, have to be a member of ALL loyalty programme in order to view the list of merchants that allow you to earn Reward points.

Not yet a member of ALL ? Join now by clicking here.



Go to the COLLECTIONS website and

  • Log on using your ALL membership number and password
  • Decide which merchant you wish to shop with and click on their logo
  • Click on "start shopping" to access the merchant's e-store
  • Complete your purchase online, all in one session

You must complete these steps each time you wish to place an order and earn Reward points. This will allow us to track your purchases and credit your account with Reward points when appropriate.

You must enable your Internet browser cookies, disable “Prevent cross-site tracking” and turn off Ad-block extension and accept the retailer site cookies to be sure your points are awarded to your Account.

No, it won't cost you any more to purchase goods via our website, plus you'll have the opportunity to earn Reward points. You will pay exactly the same price as you would if purchasing the goods directly from our merchants' websites. Going via the Collections website gives you the opportunity to earn Reward points on every purchase.

It can take 5 working days for a purchase to appear in your account as "Pending".

It could be that when you placed your order, cookies were disabled in the Internet browser you used. Without cookies, the system is unable to credit the Reward points to your account.

Here are a few pointers to help ensure you always receive your Reward points:
  • Remember to log onto Collections using your ALL membership number and password, then click on the logo of the merchant you wish to shop with, followed by "start shopping" to access the merchant's e-store.
  • Finalize your order on-line without logging off.
  • If you decide to purchase something else after having already finalized your order, close the browser window in which the merchant's e-store is displayed and begin the process again from the COLLECTIONS website.
  • Do not retrieve items that were previously saved in your basket; begin the entire process again.
  • When you land on the merchant page, do not click on any other banner or any other website promoting third-party goods. If you have to visit another website prior to finalizing your order, do so using a different browser. Interrupting the browser's current session could disrupt the order tracking process.
  • Do not use the "Refer-a-Friend" option. Doing so would alter the website's reference turning it into a third-party reference.
  • Calling the merchant to finalize or update your order would result in us being unable to track your order and consequently prevent us from awarding you Reward points.
  • If you're buying insurance, make sure you start from a completely new quote; don't retrieve a saved one or use a renewal offer if you're already a policy-holder.
  • Do not use a voucher code that is not provided on the Collections site.

N.B.: certain types of ad-blocking software also block the special tracking codes that allow us to track your order.

Your Reward points could have been cancelled for a number of different reasons. The most common reasons are as follows:

  • You have returned the goods to the merchant from whom they were purchased.
  • Your payment didn't go through or you didn't meet the merchant's credit check criteria.
  • You recently joined the ALL programme, and your membership hasn't been confirmed yet.
  • Your final click to reach the merchant's website did not come from the Collections website.
  • Your transaction did not meet the merchant's Terms & Conditions.
  • If a coupon code is used that is not listed on the Collections earn site, no Reward Points will be earned

Unfortunately, Reward points cannot be awarded retroactively. Next time you make a purchase, make sure you always connect to the merchant's website via the "How to earn more points" pages on Collections. Doing so will ensure that cookies track your visit to Collections, enabling us to award you Reward points.

We confirm the transaction with the merchant prior to changing the status to "Approved" and crediting the Reward points to your ALL account. With certain merchants, this procedure can take up to 45 days in accordance with the merchant's Terms and Conditions.

Once your order's status has been changed to "Approved", the Reward points are credited to your ALL account within 24 hours.

If you notice a discrepancy with your Reward points, please contact our Customer Care team by clicking here.

The Collections website clearly states how many Reward points you will earn. In the majority of cases, this is expressed as the number of Reward points earned per money spent.

  • For example, if a merchant offers 2 Reward points per Euro spent and the total value of your transaction is 50 Euros, you can expect to receive 100 Reward points.
  • Another example: it is possible that instead of earning Reward points depending on the amount of money you spend, you earn a certain number of points per purchase or per subscription to a specific service the merchant is offering. In this case, you will receive the Reward points in exchange for a specific action, but not for actions or purchases completed at a later date on the merchant's website.

Prior to calculating how many Reward points you will earn, our merchants deduct packing and postage costs as well as certain sales-related taxes.

Yes, you can view your full Collections transaction history, whether your orders are "Pending", "Approved" or "Cancelled".

It is up to each individual merchant to decide how many Reward points to award per money spent. Check the number of Reward points available prior to finalizing your order.

The same merchant can offer a varying number of Reward points per money spent, notably within the framework of a bonus points promotion. Check the number of points available prior to finalizing your order. The current points scale is always displayed on the Collections website.

We regularly add merchants and are constantly on the lookout for new ones. Please get in touch by clicking here if you know of an on-line service or store that you think deserves to be added to our list.

You can cancel purchases and receive a refund just as you would in any store, in accordance with the merchant's Terms and Conditions. You will not, however, earn any Reward points for items that are cancelled or refunded. If you cancel an order once the Reward points have already been credited to your ALL account, we reserve the right to debit these points from your account.

Certain merchants decide to stop working with the Collections website and to stop offering our members points. If that happens, we remove them from our website.



No, your Reward points cannot be used to purchase goods on the Collections merchants' e-stores. This site only allows you to earn points.

You can, however, use your Reward points to purchase goods on the LIMITLESS EXPERIENCES e-store.

The Reward points you earn on completing a stay are valid for 12 months from your date of departure from the hotel.

Their validity is extended by 365 days each time a stay is completed.

Your points expire without notice and without the ability to reinstate them or transfer them if no stay is completed in the 365 days following your last stay.



Your data is protected by the user ID and password you are required to enter to log onto your account.

As a security measure, we would strongly recommend you:

  • Never disclose this information to anyone else;
  • Regularly change your password;
  • Have a different password for all the apps you use;
  • Be wary of marketing campaigns and always check the sender's email address. If you have any doubts whatsoever, please contact our Customer Care team.

Accor respects the regulations enforced by the French data protection authority (CNIL). For more information, please take a look at the General Conditions of Use for the ALL programme.

Collections does not share your personal data with its merchants. We would nonetheless like to draw your attention to the fact that when you click on the "Start shopping" link to access a merchant's e-store, you leave the Collections website. From that point onwards, the merchant's Terms & Conditions apply. If you enter your personal details into one of our merchants' websites, you may be contacted by them.



A cookie is a piece of information used by web servers to identify web users. Cookies can be enabled and disabled at any time from your Internet browser. Cookies allow ALL - Accor Live Limitless to identify you in order to register your Reward points on your ALL account when you have completed a transaction with one of our merchants.

We use cookies to identify you in order to monitor your transactions and credit Reward points accordingly to your ALL account when you have completed a transaction with one of our merchants. A code positioned on the merchant's website registers your ID along with the transaction and transfers the information to us. We then check that this data corresponds to you before crediting the Reward points to your account.

For Google Chrome, open the browser, then:

  • Click on the menu icon on the browser toolbar
  • Select "Settings"
  • At the bottom of the page, click on "Show advanced settings"
  • In the "Privacy" section, click on "Content settings"
  • Select "Allow local data to be set" (recommended)

For Firefox, open the browser, then:

  • Go to "Tools"
  • Select "Options"
  • In the "Privacy" section, select "Accept cookies from sites" followed by "Ok".

For Safari, open the browser, then:

  • Click on the "Cog" icon
  • Select "Preferences"
  • In the "Security" section, go to the "Accept cookies" section and select "Only from sites I visit" followed by "Ok"

For Internet Explorer, open the browser, then:

  • Go to "Tools"
  • Select "Options"
  • In the "Privacy" tab, position the cursor on "Medium" or "Low", then click on "OK"

For all other browsers, please consult their online Help



You will need your ALL account number or User ID and your password to sign in. If you have forgotten your password, please select "Let us help you" on the main Accor Hotels Sign In page and follow the instructions to reset your password.

If you need assistance accessing your ALL account, you can contact us at [Link TBC] and we'll be glad to assist you. To retrieve your Accor Hotels number, visit a Accor Hotels destination with your valid photo ID. For your protection, your account number cannot be provided over the phone or email. For assistance in resetting your online password, call (800) 342-7724

You may review and update the personal information you provide by signing in to your ALL account and selecting ‘My Account’ or ‘My Rewards’ and ‘Profile’.



You will need to check with each individual retailer for full details of their delivery options.



To understand how to earn Reward points for shopping with the ALL please visit our How It Works page.

A multitude of merchants offering an extensive range of goods currently feature on the Collections website. And we're constantly adding more!