When you receive a Guusto gift you will be prompted to add it to an existing Guusto account or create a Guusto account to add your gift to. Once your gift is claimed it will never expire and reside within your Guusto account - like a digital wallet.

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Here are some common reasons you don't see a gift in your account:

1. You are looking at the Account Funds section instead of the Redeem Gifts section.

The Account Funds section shows the available balance that you've loaded via cheque, bank transfer or credit card for sending gifts. Make sure to navigate to the Redeem Gifts section to see gifts that you've added to your account to redeem.


2. You haven't yet claimed the specific gift to your Guusto account.

If you've received multiple gifts, make sure to click the "Claim Your Gift" button in each email or text message you receive to add it to your Guusto account.

If you can't find the original email/text message, you can always ask the sender to login into their account and resend you the gift email (if they need help, point them to this article on how to send a gift reminder).



3. You made a typo in your email address when adding the gift to a Guusto account.

To check the email address you entered when claiming your gift, open the original email/text message you received for the gift, and click the "Claim Your Gift" link. It will show the gift and the email used to claim the gift.

Once you know the email associated with the Guusto account you've added your gift to, contact us at [email protected] to see how we can troubleshoot with you.



4. You added gifts to 2 different Guusto accounts, but only logged into 1 account.

To check the email address you entered when claiming your gift, open the original email/text message you received for the gift, and click the "Claim Your Gift" link. It will show the gift and the email used to claim the gift. The email used to claim your gift is the one that will be associated with the Guusto account where the gift currently resides.


5. The gift has already been marked as 'Used'.

Navigate to the 'Used Gifts' tab on the Redeem Gifts page to check if the gift has been labelled used by mistake. This does not affect the balance of the gift and is only an organizational feature. From there, you can mark it as Unused, putting the gift back on your Redeem Gifts page under the 'Unused Gifts' tab.


6. The list of gifts on your Redeem Gifts page was loaded before you added the gift to your account.

Try refreshing the Redeem Gifts page by navigating to a different page and then coming back to the Redeem Gifts page.

How do I redeem a Guusto gift?
What if the merchant has an issue redeeming my gift?

See all articles For Gift Recipients

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