If your recipient has told you they haven't received their voucher, the steps below will help you confirm what's happened and get the voucher to them.
Check the voucher status
Start by checking the voucher's status on the Links tab of your Voucher History page. Search by your recipient's email or mobile number to find their link - this returns every link sent to that contact, which is useful if they've been sent more than one voucher.
What the status tells you:
Sent or Created - the voucher hasn't been opened yet
Opened - the recipient has already clicked the link, even if they don't realise it
Redeemed - the voucher has been generated. Check whether your recipient may have used it from a different device, or whether someone else with access to the link has used it
For a full list of statuses, see: How do I check if a recipient has opened their voucher?
Confirm the contact details
Check the email address or mobile number the voucher was sent to. A small typo can mean the voucher has been delivered to the wrong inbox or the message has bounced. Your recipient should also confirm:
They are checking the same inbox or phone the voucher was sent to
Their inbox isn't full
Their email or phone provider isn't blocking messages from notify@huggg.me
Ask them to check spam, junk and other folders
Voucher emails sometimes land in spam, junk or promotional folders. Ask your recipient to search their inbox for notify@huggg.me and check every folder their email provider uses.
Share the link directly
If the status shows Sent or Created but your recipient genuinely hasn't received the voucher, the simplest fix is to find the link and share it directly with them through a channel you know works.
For full instructions, see: How do I resend a voucher?
Important: Make sure you are sharing the correct link with the correct person. The link gives whoever holds it access to the voucher.
Need help?
If you've worked through the steps above and your recipient still can't access their voucher, email us at support@huggg.me with the order reference and we'll investigate.