If your voucher shows no money left, or less than you expected, this page will help you check what's happened and find the right person to help. Huggg understands this is stressful, especially when you were counting on the voucher.
Step 1: Check your balance
First, check your balance directly. The quickest way is to open the original link that was sent to you and look at the amount shown on screen. For supermarket-specific balance checks, 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've had more than one voucher, you might be looking at one you've already spent. Check your emails and texts to confirm you have the right link.
Step 3: Check who sent you the link
This step decides who can help you look into it.
If your link came directly from Huggg
You'll know this if the original email came from notify@huggg.me, or you had a text message from Huggg. In that case, Huggg has a record of how and to whom the link was sent, and can look into it. Email support@huggg.me with:
The supermarket your voucher is for
The balance you expected and what is showing
When you last used the voucher, if at all
The name of the organisation that sent it
If someone else shared the link with you
Some organisations get voucher links from Huggg and share them with people themselves, for example by forwarding an email, sending a WhatsApp message, or printing and handing them out. When that happens, Huggg can't see how the link was shared or who else received it.
Contact the organisation that shared the link with you, for example your council, school, or charity, and ask them to look into it. They can see how the link was given out and whether it reached more than one person.
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.