If you're waiting on a voucher for food, energy, or other support, this page will help you find it or work out who to ask. Huggg understands waiting can be stressful when you're relying on that support.
Which situation applies to you?
I never received anything at all, go to Section 1
I had a link before but now I can't find it, go to Section 2
My voucher link has expired, go to Section 3
Something went wrong when I tried to use it, see My voucher isn't working at the till
Section 1: I never received a text, email or letter
If you were told to expect a voucher but nothing has arrived, work through these steps before contacting anyone.
If you were expecting an email
Check your spam or junk folder, and search for "Huggg" (with three G's)
Check whether Gmail or another email app has grouped emails together, as identical emails sometimes get stacked and appear as one. Scroll down inside any Huggg email to check
Make sure you're checking the right inbox. Your voucher goes to the email address your council, school, or charity has on file for you
If you were expecting a text message (SMS)
Check you have signal and that messages aren't being blocked
Check your spam or filtered message folder, as some phones automatically filter unknown senders
Confirm with your sender that they have your current mobile number
Still nothing?
Contact the organisation that told you to expect a voucher, for example your local council, school, food bank, or charity, and ask:
Whether your voucher has been sent
When it was sent
Which email address or mobile number it was sent to
Make sure they have your current contact details, as vouchers go to the address they hold for you. Huggg is the platform these organisations use to send vouchers, and they hold the records that can tell you what happened.
Section 2: I had my voucher link but now I can't find it
Your link isn't lost. Your voucher lives at the original link that was sent to you, not in an app or on your phone, so you can always get back to it by reopening that link.
Search your email for "Huggg" (with three G's). The original email will still be there as long as you haven't deleted it
Check your text messages if it was sent by SMS, and scroll back to find the original message from Huggg
Check any letters from your council, school, or charity. If your voucher was sent by post, the link or 16-digit code will be printed on the letter
If you received a voucher by letter, you can enter your 16-digit code at huggg.me/claim
Once you find the original link, click it. Your voucher will still be there as long as it hasn't expired.
If you can't find the original message, contact the organisation that sent your voucher, for example your council, school, or charity. They can share the link with you again.
Section 3: My voucher link has expired
If your link has passed its expiry date, it can't be reissued through Huggg. Contact the organisation that sent it, your council, school, or charity, and explain what happened. Whether a replacement can be issued depends on their policy, so they are the right people to ask.
Still need help?
Email us at support@huggg.me and we'll do our best to assist.
If you're worried about money, MoneyHelper (moneyhelper.org.uk) and Citizens Advice (citizensadvice.org.uk) offer free, independent help.