Huggg

Everything you need to send vouchers on Huggg Payouts. Pre-send guidance for each product (energy, cash, appliances, gift cards), how to manage sends after they've gone out, and fixes for common issues.

Sending vouchers

An introduction to Huggg Payouts - how the platform works, what voucher types are available, and how recipients claim their vouchers.

What is Huggg Payouts and how does it work?

How to get started with Huggg Payouts - requesting access, setting up your account and logging in for the first time.

How do I create a Huggg Payouts account?

A quick guide to the Huggg Payouts dashboard - what each section of the home page does and how to navigate the platform.

Understanding the Huggg Payouts home page

How to add funds to your Huggg Payouts account - including paying at checkout, topping up by card, and topping up by bank transfer.

How do I top up my wallet?

How long card and bank transfer top-ups take to arrive in your Huggg wallet - and what to do if funds have not appeared.

How long does a bank transfer take to arrive?

How to invite colleagues to your Huggg Payouts account, create subteams for different departments, transfer funds between teams, and set up reason codes.

How do I manage my team and subteams? (Admin only)

The three Huggg Payouts user roles explained: Admin, Team-Viewer, and Participant. Includes what each role can do and how to request a role change.

Understanding team roles and permissions

How to remove a team member or subteam from your Huggg Payouts account, what happens to remaining funds, and what data is kept.

How do I delete a team member or subteam? (Admin only)

Account setup, your wallet, your team, and the basics every new sender needs to start sending on Huggg Payouts.

Getting Started

A summary of the sending flow on Huggg Payouts - what to expect at each step, and links to detailed guides for each delivery method.

How to send a welfare voucher - overview

A decision-helper for picking the right Huggg Payouts product based on what your recipient needs. Covers Delivered Goods vs Vouchers, scenario-based guidance, and links to deeper articles for energy, cash…

Choosing what to send

How to send welfare vouchers directly to recipients' email addresses using Huggg Payouts - including bulk uploading a CSV and scheduling sends.

How to send vouchers by email

How to send welfare vouchers directly to recipients' mobile phones by SMS using Huggg Payouts - including bulk uploading a CSV and scheduling sends.

How to send vouchers by SMS

How to generate individual voucher links and distribute them yourself via your own channels - including downloading a CSV and copying links.

How to send vouchers using individual links

How to generate a printable PDF letter containing a voucher code - ideal for recipients without a smartphone or email address.

How to send printable vouchers

Sending a specific voucher to print

The required column format for CSV uploads on Huggg Payouts - covering email, SMS and printable letter templates.

What CSV format do I need to upload recipient details?

How to schedule a voucher send for a future date and time - available for email and SMS sends only.

Can I schedule a send for a later date?

What can't the voucher be spent on? (Sender Guidance)

Step-by-step guidance on sending vouchers - including CSV uploads, formatting recipient details, and what each delivery method looks like.

How to send on Huggg

How to cancel a voucher or a whole order on Huggg Payouts.

Can I cancel a voucher?

A reference guide to every link status in Huggg Payouts, what each one means, and what you can and can't do at each stage. Clarifies the common 'Redeemed vs spent'…

Understanding link statuses

How to share a voucher link with a recipient if they haven't received it, why there is no resend button, and what to do if the link has expired.

How do I resend a voucher?

How to check the status of vouchers you've sent, what each status means, and what to do if a voucher hasn't been opened.

How do I check if a recipient has opened their voucher?

Where to find your voucher history and download reports for reconciliation, finance and compliance reporting.

Where can I find reports and voucher history?

What to do after you've sent - scheduling, cancelling, resending, checking statuses, and finding your reports.

Managing your sends

Steps to take if you can't log in to your Huggg Payouts account, including resetting your password and checking with your account admin.

I can't log in to my account

What to do if you haven't received your invitation email to join a Huggg Payouts account.

I haven't received my invitation to join an account

How long bank transfers take to reach your wallet, what to check if your transfer hasn't arrived, and what details to send to support.

My bank transfer hasn't arrived in my wallet

Common reasons a voucher send fails on Huggg Payouts and how to resolve errors when sending vouchers.

I'm getting an error when trying to send a voucher

How to check what's happened to a voucher and get it to your recipient when they say they haven't received it.

My recipient says they haven't received their voucher link

Fixes for common sender problems - logging in, sending errors, missing invitations, and recipients who say they haven't received their link.

Troubleshooting

A guide to choosing between PayPoint energy, Post Office energy, digital prepaid card and OneLink Energy. Covers when to use each one and what to consider before sending.

Which energy voucher should I send?

Pre-send checklist, KYB requirements, fees and key constraints for PayPoint energy vouchers - including the £49 cap, provider partner list and what your recipient needs to redeem in store.

PayPoint energy - what you need to know before sending

Pre-send checklist, KYB requirements, fees and key constraints for Post Office energy vouchers - including the 15-minute wait, the supported supplier list and how it differs from PayPoint.

Post Office energy - what you need to know before sending

Pre-send checklist, KYB requirements, fees and key constraints for the Huggg Energy Card - covering energy bills, water bills, online meter top-ups, and off-grid fuel suppliers (heating oil, LPG, coal).

Energy Card - what you need to know before sending

Pre-send guidance for OneLink Energy - the flexible energy product that lets your recipient choose how they pay. Covers KYB requirements (all three brands), how it works, fees, bulk sending…

OneLink Energy - what you need to know before sending

How to send the Energy Card for water bill payments. Covers when water is the right use case, and what your recipient needs to redeem.

Water - what you need to know before sending

How to send the Heating oil card for off-grid fuel (heating oil, LPG and coal). Covers when off-grid is the right use case, why phone payment is recommended for heating…

Heating oil and off-grid energy: what you need to know before sending

Pre-send guidance for energy products - PayPoint, Post Office, Energy Card, OneLink Energy, water and off-grid fuel. Includes KYB requirements and which product to send when.

Energy Vouchers (Sender Guidance)

A guide to choosing between PayPoint cash, Post Office cash, ATM cash and OneLink Cash. Covers when to use each one and what to consider before sending.

Which cash voucher should I send?

Pre-send checklist, KYB requirements, fees and key constraints for PayPoint cash vouchers - including the £100 cap, single-transaction redemption and what your recipient needs to collect.

PayPoint cash - what you need to know before sending

Pre-send checklist, KYB requirements, fees and key constraints for Post Office cash vouchers - the highest-denomination cash product, supporting up to £4,000 per voucher.

Post Office cash - what you need to know before sending

Pre-send checklist, KYB requirements, fees and key constraints for ATM cash (PIN4Cash) vouchers - including the UK mobile requirement, £500 cap and how recipients collect privately at an ATM.

ATM cash - what you need to know before sending

Pre-send guidance for OneLink Cash - the flexible cash voucher that lets your recipient choose between PayPoint and Post Office. Covers KYB requirements, the £100 cap and what your recipient…

OneLink Cash - what you need to know before sending

Pre-send guidance for cash products - PayPoint cash, Post Office cash, ATM cash and OneLink Cash. Includes KYB requirements, denomination limits and how recipients collect.

Cash Vouchers (Sender Guidance)

Pre-send guide for appliance vouchers - covering item selection, installation and removal options, delivery, the no-show re-delivery fee and how refunds work.

Sending an appliance - what you need to know before sending

Where to direct recipients for delivery issues and appliance faults after sending - including ATS contact details, the role of the Order ID, and what Huggg can help with directly.

Issues after sending: deliveries, faults and questions

How to send appliance vouchers - choosing the item, installation and removal options, delivery, and what to do if something goes wrong.

Home Appliances/Delivered Goods (Sender Guidance)

How to videos (Sender Guidance)

How to videos

Gift cards and vouchers each have their own terms and conditions - exclusions, validity periods, redemption methods. This article points you to where they're documented per brand.

Where to find gift card terms and conditions

Where to find brand-specific terms and conditions, validity periods, exclusions and balance-check methods for gift card and voucher brands available on Huggg.

Gift Card T&Cs

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