NX Rewards: Email received - Welcome bonus not valid on the 1st purchase of a National Express ticket

Hi all,

I've signed up for NX Rewards, purchased a cheap National Express ticket and submitted proof the welcome bonus and got this response back:

"We recently received a request for your Welcome Reward. Unfortunately, we have not been able to process it at this stage as it does not match all of the requirements stated in the terms of the offer.

Your Welcome Reward is valid on your second purchase with National Express, however as the date of your purchase is the same as the date you joined the NX Rewards programme, we will require your second purchase confirmation, dated 06/07/2025.

Please forward us the original purchase confirmation email of your transaction, showing the: - Retailer name - Item purchased - Date of purchase - Price paid."

I read the NX Rewards guide post and saw no mention of needing to claim on the second item purchased purchased, also the website doesn't seem to state that it has to be a National Express ticket.

Anyone else come across this?