When you receive a Guusto gift, you will be prompted to claim your gift by entering your email address to add the gift to a new or existing Guusto account (see full claiming and redemption instructions). You can then login to Guusto anytime on the Web or Mobile App to see all gifts in your account.

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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 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 Redeem Gifts section, to see gifts that you've added to your account to redeem.


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

If you've received multiple gifts, make sure to click the "claim your gift" button in each email/text message you receive and then add that gift to your account. 

If you can't find the original email/text message, you can always ask the sender to login into their account and send you a reminder email/text message with the gift link (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 an account

To check the email address you entered when claiming the gift, open the original email/text message you received for the gift, and click the "claim your gift". It will show the gift and the email used to claim the gift (see image below).

Then login with that email address (if you know the password) and change your email address, or contact us if you'd like a gift transferred to a different account you created under your correct email address.


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

To check the email address you entered when claiming the gift, open the original email/text message you received for the gift, and click the "claim your gift". It will show the gift and the email used to claim the gift (see image below). Contact us if you'd like a gift transferred to a different account.

5. The gift has already been marked as 'Used'
Navigate to the "Used Gifts" page to check if the gift has been labelled used by mistake. From there, you can mark it as 'Unused', putting the gift back on your 'My Gifts' page and allowing you to redeem as usual.

6. The list of Gifts was loaded before you added the gift to your account
Try refreshing the list of Gifts by navigating to a different page (e.g. Sent Gifts or Profile) and then coming back to the list of Gifts.

Related Articles

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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