Troubleshooting

Diagnose and resolve common issues across onboarding, products, selling, and access.

Common issues and what to check first. If none of these resolve your problem, contact [email protected].

If self-service troubleshooting doesn't resolve your issue, contact [email protected] with as much detail as you can (what you were doing, any on-screen message, and the relevant order or card reference).

Onboarding

Gift card products

Selling and POS

Orders and payments

Insights and reports

Team and access

Getting support

On this page

Troubleshooting

I can't edit my application

My account still isn't active after submitting

A document upload was rejected

I can't change a product's type, design, or denominations

My new product isn't available to sell yet

My card design image won't upload

I see 'Gift card services are not fully configured for this account'

The location I want isn't in the POS dropdown

A redemption failed

A customer's card still has a balance after they paid with it

An order shows 'Failed' payment and 'Pending' status

An order is 'Under review'

I don't see a Sales or Redemptions tab, or it has no data

My report export is missing older data

A teammate can't accept their invitation

An invitation expired before it was accepted

I can't add a user directly

I can't change the last admin's role

I was signed out of other devices unexpectedly

My password reset link doesn't work

On this page