How to help recipients having trouble accessing their voucher

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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 different statuses and their definitions can be found below;

1. Scheduled: The voucher has been scheduled to be sent. The date it is scheduled to arrive is displayed next to the recipients details.

2. Delivered: The voucher has been assigned and the parent can now choose their retailer. 

3. Awaiting retailer choice: The parent has not yet selected a retailer for this voucher. 

4. Voucher delivered: The voucher has been received by the parent. 

5. Accessed by recipient: The parent has accessed the voucher provided. 

6. Voucher processing: The parent has selected their retailer and is now waiting for their voucher to be sent. (This will generally only show if the parent has selected Morrisons as their retailer as there can be between a 6-12 hour delay in receiving these due to the supermarket systems). 

7. Undetermined: The voucher has encountered a problem at the buying stage. Attempts will automatically be made to repurchase the voucher, however if the message displays for longer than 24 hours let our support team know here.

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How to help during each status

1. Scheduled

  • The voucher has not yet been sent to the parent, it will go out automatically on the date displayed. 
  • You will be able to unassign the voucher to 'unschedule' it and put it back in the pot to distribute to different details or send on a different date if needed. 

2. 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 recipient, 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.

3. Awaiting retailer choice

4. Voucher delivered

  • Please ask the user to login via https://evouchers.com/recipient/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 recipients voucher, you can either copy and paste this link to the recipient, or print it off and give it to them. 

5. Accessed by recipient

  • Please ask the recipient to login via https://evouchers.com/recipient/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. 

6. 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. 

7. Undetermined 

  • If the status shows as undetermined, the voucher has encountered a problem at the purchasing stage, after the recipient has selected their retailer. This will automatically be tried again and once successful the voucher will display as normal
  • If the message displays for longer than 24 hours then contact our support team here.

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 entering their email address or mobile number.

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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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