Every voucher link you send has two statuses that update automatically. Send status shows whether the voucher left Huggg. Claim status shows what your recipient has done with it.
Both columns are on the Links tab of your Order history page. This article explains what each value means, including a few that are easy to misread.
Send status
Send status tells you whether the voucher left Huggg. It has four values:
Send status | What it means |
Successful | The voucher email or SMS was sent to your recipient. |
Failed | The send did not go out. The reason is shown with the status, so you can see what went wrong. |
Scheduled | The send is booked for a future date and has not gone out yet. Email and SMS sends only. |
Sent myself | You chose to share the voucher links yourself, so Huggg did not send anything. Applies to individual links and printable letters. |
If a send shows as Failed, check the email address or mobile number first, then share the link yourself through a channel you know works. See How do I find and resend a voucher link?
Claim status
Claim status tells you what your recipient has done with the voucher:
Claim status | What it means |
Created | The voucher link has been generated and your recipient has not opened it yet. |
Opened | Your recipient has clicked the link and opened the page, but has not yet generated their voucher. |
Voucher revealed | Energy and cash vouchers only. The voucher has been generated but not yet used. You can usually still cancel it at this stage. |
Claimed | Your recipient has generated their voucher, for example selected a brand and revealed their barcode. See the note below: this does not necessarily mean the voucher has been spent. |
Cancelled | The voucher was cancelled before it was claimed. The money has been returned to your wallet. |
Expired | The voucher link expired before your recipient claimed it. The money has been returned to your wallet. |
Bank Payments statuses
Bank Payments use the Claim status column only. They show one of two values:
Payment Sent: the payment has been sent to your recipient's bank account
Payment Failed: the payment did not go through
For how Bank Payments work, see What are Bank Payments on Huggg?
"Claimed" doesn't mean "spent"
This one trips people up, so it's worth flagging clearly.
Claimed means your recipient has generated their voucher on the Huggg platform, for example they've chosen Tesco from a supermarket selection and revealed their barcode. It does not mean they've taken the voucher to a till and used it.
Once a supermarket or retail voucher is generated:
It cannot be cancelled or refunded
Your recipient can use it any time before the voucher's own expiry date (see below)
There is no separate "Spent" status. From Huggg's perspective the voucher is fulfilled at the point of generation.
Energy and cash vouchers work a little differently. After they're generated they show as Voucher revealed, and you can usually still cancel them until they're used.
Two expiry dates: link expiry and voucher expiry
Each voucher has two different expiry dates. Knowing which is which avoids a lot of confusion.
Expiry | Set by | What it controls |
Link expiry | You, the sender | How long your recipient has to click the link and generate their voucher. |
Voucher expiry | The retailer (set by their T&Cs) | How long your recipient has to spend the voucher once it has been generated. |
Once your recipient generates the voucher, the link expiry no longer applies. The expiry shown to them updates to the voucher expiry, which is set by the retailer's terms and varies by brand.
When the money leaves your wallet
For finance and reconciliation, here's how the money moves:
Money leaves your wallet as soon as you make the purchase (when the link is created or sent)
It sits as a live balance with Huggg until one of three things happens:
Claimed: the voucher has been generated. No further refund or cancellation possible.
Cancelled: the link is cancelled by you before it is claimed. Money returned to your wallet.
Expired: the link expires before your recipient generates the voucher. Money returned to your wallet at midnight on the day the link expired.
A typical voucher journey
For an email or SMS send, the Send status shows Successful and the Claim status moves:
Created → Opened → Claimed
For an individual link or printable letter that you share yourself, the Send status shows Sent myself, and the Claim status moves the same way.
Energy and cash vouchers pass through Voucher revealed (generated but not yet used) before they show as Claimed.
If something goes wrong or the voucher isn't used, the Claim status ends as Cancelled or Expired instead.
What you can do at each claim status
A scheduled send can be cancelled at any point before it goes out. Once the voucher link exists, what you can do depends on its Claim status:
Claim status | Can you cancel? | Can the recipient still use the voucher? |
Created | Yes | Yes, until the link expires |
Opened | Yes | Yes, until the link expires |
Voucher revealed | Usually yes (energy and cash vouchers) | Yes, until it's used |
Claimed | No | Yes, until the voucher expiry set by the retailer |
Cancelled | Already cancelled | No |
Expired | No, already expired | No |
Still need help?
Email us at support@huggg.me and we'll do our best to assist.