When you receive a Guusto reward, you will be prompted to add it to an existing Guusto account or create a new account to redeem your reward. Once claimed, your reward will never expire and will remain securely stored in your Guusto account!
Here are some common reasons you don't see a reward in your account:
Additionally, it's important to confirm that the reward has indeed been sent by your team or organization. Guusto serves as a platform for distributing rewards, but issuance is controlled by the sender.
1. You may be looking at the Account Funds section instead of the Redeem Rewards section.
The Account Funds section shows the available balance that you have for sending rewards. Make sure to navigate to the Redeem Rewards section to see rewards that you've added to your account to redeem.
If you suspect the reward wasn't sent, reach out to your team or organization for confirmation.
2. The reward was claimed using your other email address.
Logged into your personal email? Try your other personal email or your work email. Ensure that you've checked all possible email accounts where the reward could have been sent, including personal and work emails.
To check the email address you entered when claiming your reward, open the original email/text message you received for the reward, and click the "Claim Your Reward" link. It will show the reward and the email used to claim the reward. Try logging in with that email if it is different!
3. The reward has already been marked as 'Used'.
Navigate to the 'Used Rewards' tab on the Redeem Rewards page to check if the reward has been labelled used by mistake. This does not affect the balance of the reward and is only an organizational feature. From there, you can mark it as Unused, putting the reward back on your Redeem Rewards page under the 'Unused Rewards' tab.
4. You haven’t claimed the specific reward on your Guusto account yet.
If you’ve received multiple rewards, make sure to click the “Claim your Reward” button in each email or SMS you receive to add it to your Guusto account. If you can't find the original email/SMS, you can always ask the sender to log into their account and resend the reward email to you (if they need help, direct them to this article on how to send a reward reminder).
5. You made a typo in your email address when adding the reward to your Guusto account.
To verify the email address you used when claiming your reward, open the original email/SMS you received for the reward and click on the “Claim your Reward” link. It will show the reward and the email used to claim it. Once you know the email associated with the Guusto account where you added your reward, contact us at [email protected], and we will be happy to resolve this issue for you!
6. The list of rewards on your Redeem Rewards page was loaded before you added the rewards to your account.
Try refreshing the Redeem Rewards page by navigating to another page and then returning to the Redeem Rewards page.