How to help recipients having trouble accessing their voucher

Search for the recipient using the search bar

Please enter the order you need to check by clicking on the three dots and then 'view order details'. You are then able to search for the user using the search bar.

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View the order details to check the status

Now you are able to check the status of their voucher. The five different statuses and their definitions can be found below;

1. Delivered: The voucher has been assigned and the recipient can now choose their retailer. 

2. Awaiting retailer choice: The recipient has not yet selected a retailer for this voucher. 

3. Voucher delivered: The voucher has been received by the recipient. 

4. Accessed by user: The recipient has accessed the voucher provided. 

5. Voucher processing: The recipient has selected their retailer and is now waiting for their voucher to be sent. (This will generally only show if the user has selected a retailer that has a 6-12 hour delay in receiving these due to the supermarket systems). 

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How to help during each status

1. Delivered

  • If the recipient is not receiving the initial message, please check their contact details are correct and contain no errors (such as commas). If they are incorrect, you will need to unassign the voucher from them and edit the details when assigning again.
  • If the contact details are correct, please resend the link by clicking 'resend'.
  • If the recipient is still unable to access the voucher, you can either unassign the voucher from them and use the download feature (option 2) to download and send manually, or follow the steps below;
    1. Click 'retailer choice' then 'copy to clipboard'
    2. Paste the link into a new tab within your browser
    3. Select the retailer and confirm
    4. If selecting an immediate retailer, you will then be redirected to the voucher. You will need to click 'view voucher' and can then either copy and paste the link to the parent, or print it out for them. If selecting a delayed retailer, the voucher will show as 'voucher processing' until it is ready. Once available will show as 'voucher delivered', you can then access and send the voucher to the recipient.

    IMPORTANT:

    If selecting the retailer for the recipient like this, you will need to send the voucher to them manually as it will not register to their account.

2. Awaiting retailer choice

  • Please ask the user to log in via evouchers.com/login and select the retailer. 
  • If they are still struggling, please unassign the voucher from them and use the download feature (option 2) the download and send manually or follow steps 1-4 as above. 

3. Voucher delivered

  • Please ask the user to login via evouchers.com/login to access the voucher in the account.
  • If they are still unable to access the voucher, you are able to access it to send manually using the steps below; 
    1. Click 'view voucher' then 'copy to clipboard'
    2. Paste the link into a new tab within your browser
    3. Click 'view voucher'. 
    4. You will now see the parents voucher, you can either copy and paste this link to the parent, or print it off and give it to them. 

4. Accessed by recipient

  • Please ask the recipient to login via evouchers.com/login to access the voucher in their account. 
  • If they are still unable to access the voucher, you are able to access it to send manually using the steps below; 
    1. Click 'view voucher' then 'copy to clipboard'
    2. Paste the link into a new tab within your browser
    3. Click 'view voucher'. 
    4. You will now see the recipients voucher, you can either copy and paste this link to the user, or print it off and give it to them. 

5. Voucher processing

  • If showing voucher processing, this means that that the voucher is waiting to be purchased and sent to the recipient. This can take between 6-12 hours and the recipient will be notified once this is available. Once available the status will change to 'Voucher delivered' and the recipient can log in to view the voucher. 

 

Login link no longer works

If a user is seeing the screen below, the link they are accessing has now expired.

Please ask them to log in again by pressing 'click here' or going to evouchers.com/login. 

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There has been a problem with your voucher

If the recipient is unable to view their voucher as the error screen below is showing, please contact us with the following information so we can investigate further;

  • Order reference number
  • User/Recipient name
  • User/Recipients email address/mobile number

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