I received my gift card but I can’t redeem it. What should I do?

When attempting to redeem a gift card through the issuer's website, you might encounter some unexpected errors. Here's what you should do:

1. Reach Out to the Gift Card Issuer First:

• Open a ticket with the issuer of the gift card and detail your problem.
• Offer a concise explanation of what went wrong.
• Attach a screenshot or video of the error or problem.
• Mention your gift card PIN code.
• Detail the device or browser you're using.

2. Provide Detailed Error Information:

• Describe the problem in depth to ensure a quick resolution.
• Please refrain from contacting CY.SEND support immediately, as most issues lie with the gift card issuer's side (e.g., account security or order history). They are best equipped to help you.

3. Patiently Await the Issuer's Response:

• Some gift card issuers may take time to get back to you.
• Reaching out to us about their response delay won't speed things up and might result in duplicate ticket numbers.

4. Contact CY.SEND Only If Necessary:

• If the gift card issuer doesn't resolve your issue or explicitly instructs you to contact CY.SEND, then reach out to our support.
• When doing so, include:
• CY.SEND transaction ID (found in the confirmation email or your order history).
• Ticket number you opened with the gift card issuer.
• The place you tried to redeem the code (website link or in-shop).
• Relevant screenshots or documents.
• All previous correspondences and messages from the gift card issuer.

Note: Only contact CY.SEND if specifically directed by the gift card issuer. We'll work closely with them to sort out any concerns.