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
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, as barcodes can display incorrectly on dark backgrounds. Switch to light mode in your phone's settings, then reload the page
Try zooming in on the barcode area by pinching 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. It 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 your screen brightness all the way up. 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 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 temporary
Try clearing your browser cache and reopening the link, or try a different browser
If the error continues for more than an hour, get in touch.
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.