We're sorry to hear this has happened. Before getting in touch, please work through the steps below - the right person to contact depends on how your voucher was originally sent to you.
Step 1 - Check your balance
First, confirm your balance directly. The quickest way is to click the original link that was sent to you and check the amount shown on screen. For supermarket-specific balance check methods, see: Can I check the balance of my voucher?
Step 2 - Check you're using the right link
Make sure you're opening the most recent link you were sent. If you have received more than one voucher, it's possible you may be looking at one you've already spent. Check your emails and texts to confirm you have the correct link.
Step 3 - Check who sent you the link
This is the most important step, as it determines who can help you investigate.
If your link came directly from Huggg
You'll know this is the case if the original email came from notify@huggg.me, or if you received a text message from Huggg. In this case, we have a record of how and to whom the link was sent, and we can investigate. Please email us at support@huggg.me with the following:
The supermarket your voucher is for
The balance you were expecting vs what is showing
When you last used the voucher, if at all
The name of the organisation that sent your voucher
If your link was shared with you directly by someone else
Some organisations receive voucher links from Huggg and then share them with recipients themselves - for example by forwarding them by email, sending them via WhatsApp, or printing and handing them out. In these cases, Huggg has no visibility of how the link was shared or who else may have received it.
If this applies to you, please contact the organisation that shared the link with you directly - for example your council, school, or charity - and ask them to investigate. They will be able to see how the link was distributed and whether it may have been shared with more than one person.
Please note
Investigations take time and involve working with your sender as well as the supermarket. We appreciate your patience and will always keep you updated on progress where we are able to help.