Q: How many people have entered the “Unlock the Box” promotion?
A: As of 2/20/12, there have been over 1.7 million entries to the promotion.
Q: How do you know if people are winners or not?
A: There are multiple ways to play, including via a unique code on box. We do have a record of every code used, whether that code is a unique winner or not, and the day and time it was used.
Q: I have a screenshot of “Congratulations, You’ve Won” screen. Am I a winner?
A: We have heard from some customers who have accessed a “Congratulations, You’ve Won” screen through a link; however you must have a winning unique code as well. For a complete overview of the rules, we direct all fans to visit http://unlock.tacobell.com/official-rules.
Q: But I have a “Congratulations, You’ve Won” screen from January 30th and then received an email stating I am not. What happened?
A: On January 30th, our network operations team detected abnormally high spikes in entry activity. After a thorough investigation, the independent company administering the promotion was able to identify that our promotion was attacked in an attempt to gain illegal entry and defraud the system. We immediately dispatched countermeasures which stopped the attack, as well as prevented their future effectiveness. Unfortunately, some people who entered our promotion erroneously received a message suggesting they had won, pending verification. These entrants viewed these messages as a result of others attempting to gain illegal entry and were not valid winners. All true winners during this date have been confirmed and cleared.
Q: So you were hacked?
A: No, our system was attacked. There was no successful gaming of our promotion. True winners during this date have been confirmed and cleared.
Q: Was there any consumer information obtained by those who attacked the system?
A: Absolutely not. All consumer data is locked and secure. Taco Bell only collects name, telephone and email address for this promotion. There was never an intrusion on the data inside our system.
Q: How many people were affected?
A: A limited number of people, most of whom have reported and shown us the email in question.
Q: What is Taco Bell going to do to make it up to consumers?
A: Taco Bell designed this sweepstakes to be fun for our consumers and we know there are some disappointed fans. We are therefore giving those consumers who viewed erroneous messages a second chance to win by automatically entering them into a separate drawing to win a PS Vita. All winners will be notified the week after our promotion ends, in or around 3/18.
Q: How do I know if I won the second chance sweeps?
A: The game administration company will notify all winners personally the week of 3/18.
Q: Is it safe to enter the Unlock the Box promotion today?
Q: I bought a winning code online. Why am I not a winner?
A: Unfortunately, some consumers may have purchased a code from a non-Taco Bell sponsored website, which is prohibited in the rules. Winners must have a winning unique code in order to receive their PS Vita. For a complete overview of the rules, please visit http://unlock.tacobell.com/official-rules.
Q: Why are people not getting their PlayStation Vitas?
A: Valid winners are receiving them. In fact, the first shipment of PS Vitas went out on Feb. 8, 2012. That date aligned with the availability of the Playstation Network on PS Vita. We timed the shipment so that winners would have full access to all that PS Vita has to offer the day they received their unit.
Q: I have left a message but haven’t heard back. Why is it taking so long?
A: Once a winner gets a “Congratulations, You’ve Won” page, it takes 2-3 days to process the information. Winners must submit their names as well as some additional information required to confirm a winning submission. That initial verification process includes a review after which verified winners are provided with a form to select their software and reconfirm shipping addresses. If a consumer calls claiming they have won, but have not received the form to claim their prize, the consumer is asked to provide their unique code, which is used to verify that the consumer had an actual winning submission. We are shipping winners their PS Vitas as quickly as possible once they have been verified, but the entire process can take up to 2-4 weeks before consumers will receive their PS Vitas.
Q: Why are you ignoring these complaints?
A: We are not ignoring any complaints, and we value feedback from our customers.
Q: I have texted in a code and am not getting an immediate response, why?
A: There may have been an issue in transmission. Please try again.
Q: I played the Reality Fighters Dojo game and when it was time to submit my score and information, I received an error message saying I am not connected to the Internet. Why?
A: You must be connected to the Internet or wifi to submit your information. Please contact firstname.lastname@example.org for help.