I Paid for a Gift Card but Haven’t Received My Email – What Should I Do?
If you’ve made a payment and the funds have been deducted, but you haven’t received your gift card email, follow these steps to resolve the issue:
1. Check Your Email 📧
Look for the email in your inbox, spam, or junk folder. Sometimes, the email might end up in there. 🚫 Use your email's search function to look for keywords such as "gift card," "redeem," or "CoinGate Gift Cards" to help locate the email. If you find the email in your spam folder, mark it as "Not Spam" and add the sender's email address to your trusted contacts to prevent future communications from being filtered out. 📨
2. Verify the Email Address 📝
Ensure there were no typos in the email address you provided. If there was an error, contact our support team with the following details to correct it:
Gift Card Order ID 🆔
Your current email address 📬
Payment confirmation (e.g., transaction hash or receipt) 💳
3. Check Your Order Status 📦
Here’s what to expect once you complete your purchase:
Order Status: Processing 🔄 – This means we’ve received your payment, but you need to click the activation link in your email to begin processing your gift card.
Order Status: Completed ✅ – Your gift card is ready, and your order is complete.
Order Status: Failed ❌ – Something went wrong with the payment, and the transaction was not processed.
What Happens If Payment Fails? 💸
If your payment didn’t go through, here’s what could have happened:
1. Crypto Payments 🪙
Crypto payments can fail due to issues like network delays or expired invoices. If your payment hasn't been processed:
What to do: Wait up to 1 business day ⏳, as the payment may still go through. If you don’t receive your gift card after this, contact our support team with your transaction hash for further assistance.
2. Card Payments 💳
For card payments, if the transaction fails, no money was charged to your account. Your bank temporarily reserves the amount, which will be released back to your account within 3-7 business days. 🏦
What to do: No further action is needed. If you’d like to retry, check your card info or choose a different payment method 🔄.
What to Do If Your Gift Card Order is Stuck? ⏳
After payment, your order status will be updated. If it's stuck on a particular status, here’s what it means:
Pending 🕑: You need to click the activation link in your confirmation email to start the processing of your gift card. This activation confirms your order and initiates the gift card processing.
Processing 🔄: Your gift card is being retrieved. Typically, this takes up to 1 minute ⏱️ but may take up to 1 business day in some cases.
Completed ✅: The gift card is ready, and your order is complete.
Failed ❌: There’s been an issue. Don’t worry, we’re working on it and will either send a replacement card or issue a refund.
If your order has been stuck for more than 2 business days or you need assistance, contact our support team 🆘, and we’ll help resolve the issue.