Common issues and solutions

Issue: "Invalid Code" Error

  • Online: 
  1. Check for typos or extra spaces in the code field. 
  2. Review the terms to confirm you are on the correct redemption page for this brand. 
  • In-store: 

Ask the cashier/Store Manager to do the following: 

  1. Verify they have selected the correct brand or payment type on their POS machine. 
  2. Connect with their Giftaway Store Compliance Officer. 

Alternatively, you can report this to Giftaway's Merchants team using the support form. 

Issue: E-Wallet top-up error 

“Failed to top up the mobile number.” 

  • Cause: Typically occurs if the mobile account is inactive, unverified, or the number has a typo. 
  • Solution: 

1. Check the number for any typos. 

2. Confirm that your account is active and registered with your service provider. 

3. If the issue continues, contact the Customer Support team for your service provider to confirm the status of your account. 

“Third-party integration maintenance.” 

  • Cause: The service is currently undergoing a scheduled upgrade with our external partner to ensure a smoother experience in the future. 
  • Solution: 

1. Allow some time for the system enhancement to be completed. 

2. Refrain from consecutively trying to redeem the gift during this period. 

3. You’ll be able to try after a short while.  

Issue: Did not receive eGift 

  • SMS: Refresh your mobile signal or restart your phone.
  • Email: Check your Spam, Trash, or Promotions folders.

Action: If still missing, fill out the Resend Request Form.