Read first! Who should I contact if I face issues with my digital purchase?

If you're experiencing issues redeeming your gift card on the card issuer's website or in shop, please follow the steps below:

• Reach Out to the Gift Card Issuer: Before you contact CY.SEND:
1. Open a support ticket with the gift card issuer describing your problem.
2. Provide a clear explanation of the error.
3. Attach a screenshot or video showing the error message.
4. Mention your gift card PIN code.
5. Specify the device or browser you are using.
6. Describe the issue thoroughly. The more details you provide, the faster the problem can be addressed.
• Avoid Contacting CY.SEND Support Initially:
1. Generally, the gift card issuer will have the necessary details to resolve your issue. In most cases, CY.SEND support will direct you to the issuer. Redemption issues often stem from problems with your account, such as security concerns or order history, at the gift card issuer's end. This is why CY.SEND might not be of help at this stage.
• Exercise Patience:
1. Understand that some gift card issuers may take time to respond. Reaching out to us regarding the issuer's delay won't speed up their response and might duplicate ticket numbers.
2. Note: Reaching out to us about the issuer's delay will not expedite their response and may duplicate ticket numbers.

If the gift card issuer doesn't provide a solution, only then should you contact CY.SEND support.

• Contact CY.SEND Only When Specifically Asked:
1. If the gift card issuer instructs you to contact CY.SEND, then open a ticket with us.
2. Ensure you include all previous communications you've had with the gift card issuer. We will work directly with them to resolve the issue.
• Provide Essential Details when Contacting CY.SEND:
1. CY.SEND transaction ID (found in the confirmation email or your order history).
2. Ticket number from the gift card issuer.
3. The platform you used to redeem the code (website link or in-shop).
4. Relevant screenshots.
5. Without this crucial information, assisting you can become challenging, resulting in delays. In some instances, it might even be impossible to offer assistance.