If you're waiting on a voucher for food, energy, or other essential support, we want to help you get to the right answer as quickly as possible.
Which situation applies to you?
I never received anything at all - go to Section 1 below
I received a link before but now I can't find it - go to Section 2 below
My voucher link has expired - go to Section 3 below
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 - search for "Huggg" (with three G's)
Check whether Gmail or another email app has grouped emails together - sometimes identical emails get stacked and appear as one. Scroll down inside any Huggg email you've received to check
Make sure you're checking the right inbox - your voucher will have been sent 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 - 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 on file, as vouchers are sent directly to the address they hold for you.
Please note: Huggg provides the technology that sends vouchers on behalf of these organisations, but we don't decide who receives them or when. The organisation supporting you is best placed to help - they have access to your records and allocation details that we don't.
Section 2 - I had my voucher link but now I can't find it
Your voucher link isn't lost - it still exists and can be found again.
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 - 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, just click it - your voucher will still be there as long as it hasn't expired.
My voucher has disappeared from my phone
Your voucher lives at your unique link - it's not stored in an app or on your device. As long as you haven't lost the link itself, you can get back to it by clicking the original link again at any time.
Section 3 - My voucher link has expired
If your voucher link has passed its expiry date, unfortunately we are not able to reissue it on your behalf. Please contact the organisation that sent it - your council, school, or charity - and explain what happened. They may be able to issue a new one at their discretion.
Still need help?
Email us at support@huggg.me - include when you were told to expect the voucher, which organisation sent it, and whether it was supposed to come by email, text, or letter.