Huggg

Everything you need to know about receiving and using your welfare voucher. From opening your link for the first time, to supermarket barcodes, energy top-ups, cash withdrawals, appliance deliveries and more. Find your voucher type in the sections below.

Redeeming vouchers

Help if you were expecting a food, shopping, energy or other welfare voucher but it hasn't arrived, you haven't received a text or email, or your voucher has disappeared from…

Where is my voucher? I haven't received it or I can't find it

Information about how frequently food, shopping, energy or other welfare vouchers are issued - and who to contact if you're unsure when yours are coming.

How often will I receive my welfare vouchers?

How to apply for welfare support vouchers including food vouchers, shopping vouchers, energy vouchers, and school support - and who to contact in your area.

Can I apply for welfare vouchers or free food and shopping vouchers?

When do I need to use my voucher, and do I have to spend it all at once?

How to change the email address or phone number your food, shopping, energy or other welfare vouchers are sent to - and who to contact to make the update.

How do I update my contact details for my vouchers?

Help with the basics - including where your voucher is, how to update your contact details, and how voucher timing and expiry works.

1. General welfare FAQs

Troubleshoot common voucher problems at the till including barcode won't scan, error messages, processor errors, voucher not loading, and declined or blank screens. Start here before contacting support.

My voucher isn't working at the till - read this first

How to access and use your welfare voucher without a smartphone, mobile data, or home internet - including options for printing and getting help from your sender.

What if I don't have a smartphone or internet access?

What to do if you don't have an email address or mobile number to receive your welfare voucher - including how to request a printed letter instead.

I don't have an email address or phone number - how do I get my voucher?

What to do if your food, shopping, energy or other welfare voucher link has expired or you've lost it - including how to find a lost voucher and how to…

My voucher has expired or I've lost it - can I get a replacement?

How to check how much is left on your food, shopping or supermarket voucher - including balance check options for Tesco, Asda, Sainsbury's, Morrisons, Aldi, Iceland, M&S and other supermarkets.

Can I check the balance of my voucher?

How Huggg uses the contact details your voucher was sent to - and your rights around your personal information.

What will you use my email/phone number for?

Help when something isn't working - including vouchers not scanning at the till, error messages, lost or expired vouchers, and accessing your voucher without a smartphone.

2. Troubleshooting & Support

Step-by-step guide to claiming your food or shopping voucher - covers grocery, retail, clothing, home essentials and school uniform vouchers.

How to open your voucher link and choose a supermarket or shop

How to show your barcode at the checkout, use your voucher across multiple visits, and what to do if you don't have a smartphone.

How to use your voucher in store

Which supermarkets accept welfare vouchers for online shopping - most are in-store only

Can I use my food or shopping voucher online?

What happens if you chose the wrong supermarket or shop for your food or shopping voucher - and whether it can be changed after confirming your selection.

Can I change my supermarket or shop after choosing it?

Things you can't purchase with welfare grocery or shopping vouchers - including alcohol, cigarettes, lottery tickets and fuel. Plus where to find the full exclusions for your specific brand.

What can't I buy with my food or shopping voucher?

What to do if your food, shopping or supermarket voucher shows zero balance or less than you expected - including how to check your balance and how to report the…

Help - there's no money left on my voucher

How to claim your voucher, choose a supermarket or shop, use your barcode in store or online, and what to do if something goes wrong.

3. Retail Vouchers

Help with energy, water and utility vouchers - including PayPoint, Post Office, digital prepaid cards and OneLink Energy. Find instructions for your voucher type in the sub-sections below.

4. Energy, water & utilities

How to use your PayPoint energy voucher to top up your gas or electricity meter - including where to go, what to bring, and how long you have to use…

How does PayPoint work? (Receiving vouchers)

A full list of gas and electricity suppliers that accept PayPoint energy top-up vouchers - including E.ON, Octopus, OVO, Scottish Power, SSE and more.

Which energy providers partner with PayPoint?

What to do if you see the message "Sorry, you have been blocked" when trying to open your PayPoint energy voucher link.

I've been blocked from redeeming my PayPoint voucher

What to do if you've redeemed your PayPoint energy voucher but the credit hasn't appeared on your gas card, electricity key or smart meter.

I topped up at PayPoint but the credit hasn't loaded onto my meter

How to use your PayPoint voucher to top up your gas or electricity meter - including which energy providers are supported, where to find your nearest PayPoint, and what to do if something goes wrong.

PayPoint energy

A full list of gas and electricity suppliers that accept Post Office energy top-up vouchers - including British Gas, E.ON, EDF, Octopus, OVO, Scottish Power, SSE and more.

Which energy providers partner with the Post Office?

Step-by-step guide to claiming and using your Post Office energy voucher to top up your gas or electricity prepayment meter.

How do I use my Post Office energy voucher?

How to use your Post Office voucher to top up your energy meter - including which energy providers are supported and step-by-step redemption instructions.

Post Office energy

How to claim your digital prepaid Mastercard for energy, water or heating oil payments - open your link, enter your details, verify your identity, and access your card.

How do I get my prepaid card?

How to pay your energy, water or fuel provider using your digital prepaid Mastercard - online or by phone, including for direct debit accounts and off-grid energy suppliers.

How do I use my prepaid card to pay my bill?

Whether your prepaid card works with your gas, electricity or water supplier - including bill payers, prepayment meter customers, direct debit accounts and off-grid energy.

Does the prepaid card cover all energy and water suppliers?

A guide for residents on how to use their digital Mastercard/Voucher to pay for heating oil.

Heating oil prepaid card - how to use it

How to check how much credit is left on your digital prepaid energy or water Mastercard.

How can I check the balance on my prepaid card?

Common reasons why a prepaid energy or water Mastercard is declined and what to do about it.

My prepaid card has been declined - what should I do?

What happens when your digital prepaid energy or water Mastercard expires, and whether you can get a replacement.

My prepaid card has expired - what can I do?

How to cancel your digital prepaid energy or water card if you think it has been lost, stolen or compromised - and how to request a replacement.

What do I do if my prepaid card is lost or stolen?

How to claim and use your digital prepaid Mastercard for energy, water or heating oil payments - including paying online or by phone, checking your balance, and what to do if your card is declined, lost or expired.

Digital prepaid energy, water and fuel cards

How to use your OneLink Energy voucher - covers bill payers, prepayment meter top-ups, direct debit accounts and off-grid energy. OneLink guides you to the right option for your home…

How do I redeem my OneLink Energy voucher?

Whether your OneLink Energy voucher works with your gas or electricity supplier - including prepayment meters, bill payers, direct debit accounts and off-grid energy.

Does OneLink Energy cover all gas and electricity suppliers?

Whether your OneLink Energy voucher can be used to pay for heating oil, LPG, coal or other off-grid fuel sources.

What about off-grid energy sources?

What to do if you can't see a PayPoint option or your usual payment method when redeeming your OneLink Energy voucher.

My usual payment method isn't listed - what do I do?

How to redeem your OneLink Energy voucher - covering bill payers, meter top-ups and off-grid energy. OneLink automatically routes you to the right payment method based on how you pay for your energy.

OneLink Energy

How to collect cash using your welfare voucher - including PayPoint, Post Office, ATM and OneLink Cash. Find instructions for your voucher type in the sub-sections below.

5. Cash vouchers

How to collect cash over the counter using your PayPoint cash voucher - claim your barcode and take it to your nearest PayPoint location.

How do I use my PayPoint cash voucher?

How to collect cash over the counter using your PayPoint cash voucher - including where to find your nearest PayPoint and what to do if something goes wrong.

PayPoint cash

Step-by-step guide to collecting cash using your Post Office cash voucher - claim your barcode and take it to your nearest Post Office branch.

How do I redeem my Post Office cash voucher?

How to collect cash over the counter using your Post Office cash voucher - including how to claim your barcode and find your nearest branch.

Post Office cash

Step-by-step guide to withdrawing cash using your ATM voucher - including how to claim your PIN and order number, how to find your nearest ATM, and what to do at…

How do I use my ATM cash voucher?

How to find your nearest Pin4Cash-enabled ATM to withdraw your cash voucher.

Where is the nearest ATM to me?

What to do if your ATM cash voucher isn't working at the machine - who to contact and what information to include.

I'm having trouble receiving the cash at the ATM

What to do if you claimed your ATM cash voucher but didn't receive the text message with your order number.

I didn't receive a text message for my ATM cash voucher

How to withdraw cash using your ATM voucher - including how to claim your PIN and order number, where to find your nearest ATM, and what to do if something goes wrong.

ATM cash

How to use your OneLink Cash voucher to collect cash over the counter - choose between PayPoint or Post Office and take your barcode to your nearest branch.

How do I redeem my OneLink Cash voucher?

Key restrictions for OneLink Cash vouchers - including the maximum voucher value, where you can collect, and whether you can split your cash across multiple visits.

Are there any restrictions with my OneLink Cash voucher?

Whether you can split your OneLink Cash or Post Office cash voucher across multiple visits to collect the money in stages.

Can I use my cash voucher more than once?

How to redeem your OneLink Cash voucher - choose between PayPoint or Post Office to collect your cash over the counter at your nearest location.

OneLink cash

Step-by-step guide to claiming your appliance voucher for a washing machine, fridge, cooker, air fryer or other household item - enter your delivery details and what to expect from the…

How do I redeem my appliance voucher?

What to do if your washing machine, fridge, cooker or other household appliance hasn't arrived or your delivery date has passed.

Where is my appliance?

How to rearrange or change the delivery date for your washing machine, fridge, cooker or other household appliance after placing your order.

Can I change my delivery date?

What to do if your washing machine, fridge, cooker or other household appliance delivery goes wrong - who to contact and what information to include.

What happens if there is an issue with my delivery?

Who to contact if your washing machine, fridge, cooker, air fryer or other household appliance is faulty or not working - and what information to include.

There is a problem with my appliance - who do I contact?

Help with your home appliance voucher - including how to claim it, what to expect from delivery, installation, and who to contact if something goes wrong.

6. Home appliances

Adidas

Airbnb

Argos

Arsenal

Asda

Ask Italian

ASOS

Bonmarché

Boots Online

Browns

Caffè Nero

Carpetright

Cineworld

Clarks

Costa Coffee

Côte Brasserie

Currys

Decathlon

Deliveroo

Farmfoods

Five Guys

Foot Asylum

Foot Locker

Go Ape

Greggs

Halfords

Harvey Nichols

Iceland

IKEA

JD Sports

John Lewis

Matalan

McColls

Morrisons

National Book Tokens

National Trust

Nike

Not On The High Street

Odeon

O'Neill's

Pizza Express

Pizza Hut

Primark

Sainsbury's

Sports Direct

Tesco

The National Garden Centre

Selfridges & Co

Spa Breaks

Starbucks

StoneHouse

Ticketmaster

TK Maxx

Toby Carvery

Urban

Virgin Experience Days

Wagamamas

Waitrose

Waterstones

Wayfair

WHSmith

Xbox

Zizzi

Find specific terms and conditions, expiry dates, and usage rules for all digital gift cards and vouchers available on Huggg.

7. Gift card & voucher T&Cs

Find answers and get help from Intercom Support and Community Experts

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