If you're seeing an error when trying to send a voucher, the cause is usually one of a few common issues. Work through the steps below to find which applies to you.
Check your wallet balance
The most common reason a send fails is that your wallet doesn't have enough balance to cover the order. Check your current balance against the order total, and top up if needed.
Check your recipient details
If you're sending by email or SMS, errors often come from invalid recipient details:
Email addresses must be in a standard format (for example, name@example.com)
Phone numbers must be UK mobile numbers, starting with 07. Do not include the country code (+44)
Recipient names must not contain unusual special characters
If you're uploading recipients via CSV, see: What CSV format do I need to upload recipient details? for the exact format required.
Try a different browser
Send errors are sometimes caused by browser cache or extensions. Try clearing your cache, opening an incognito window, or using a different browser (for example, Chrome instead of Edge).
Check your payment method
If you're paying for the order by card rather than from your wallet balance, the error may be coming from your card provider. Check with your finance team or card issuer that the payment hasn't been declined or flagged.
Still seeing the error?
If you've worked through the steps above and the error is still happening, email us at support@huggg.me with:
A screenshot of the error message
The voucher type and amount you were trying to send
The delivery method you selected (email, SMS, individual links or printable letter)
We'll investigate and get back to you.