If you're having trouble using your voucher, work through the steps below before getting in touch. Most problems can be fixed in a couple of minutes.
What's happening?
I can't see a barcode - go to Step 1
The barcode won't scan at the till - go to Step 2
I'm seeing an error message or processor error - go to Step 3
There's no money left on my voucher - see: Help - there's no money left on my voucher
My PayPoint or Post Office voucher isn't working - see the Energy, water and utilities section
My ATM or cash voucher isn't working - see the Cash payouts section
Step 1 - I can't see a barcode
If your voucher page has loaded but the barcode isn't showing:
Check whether your phone is in dark mode - barcodes sometimes don't display correctly on dark backgrounds. Switch to light mode in your phone's settings, then reload the page
Try zooming in on the barcode area - pinch to zoom on your screen
Make sure you've completed all the steps to claim your voucher - the barcode only appears after you've selected your supermarket or brand and confirmed your choice
Try opening the link in a different browser - Chrome, Safari, and Firefox all work
If you still can't see the barcode, ask the cashier if they can enter the voucher number manually instead - this is usually printed near where the barcode should appear and works just as well.
Step 2 - The barcode won't scan
If the cashier is having trouble scanning your barcode:
Turn up your screen brightness all the way - a dim screen is the most common reason barcodes fail to scan
Make sure you're in light mode, not dark mode
Ask the cashier to try entering the voucher number manually instead of scanning
If you have access to a printer, you can also print the voucher page by opening the original link on a computer - printed barcodes often scan more reliably
Step 3 - Error message or processor error
If your voucher is showing an error message:
Wait 30 minutes and try again - processor errors are usually temporary and fix themselves quickly
Check the current status of Huggg systems at the Outages and incidents article in this help centre - there may be a known issue
Try clearing your browser cache and reopening the link, or try a different browser
If the error persists for more than an hour, please get in touch.
Still not working?
Email us at support@huggg.me with a screenshot of what you're seeing on your screen and we'll look into it as quickly as we can.