A gift card went to the wrong contact
How to correct a mistyped email or mobile number on a gift card, and what to do once the card is already in someone's Knownbee wallet.
On this page
A gift card belongs to the email address or mobile number it was issued to. If that was mistyped, you can correct it, but only until someone has the card in their Knownbee wallet. After that, the card stays with that account.
Quickest fix
- In the back office, open Gift cards and find the card (search by name or last four characters).
- Under Recipient & delivery, choose Correct the contact.
- Enter the right Email or mobile number. A number without a country code gets your business's. A mobile number gets no message: the card waits in their Knownbee app for that number. To let them know, use their email address.
- Choose Save contact.
- Choose Send the message again. Correcting the contact does not send anything by itself.
You need Manage gift cards. The change is recorded in the activity log.
If "Correct the contact" is missing
- The card is already in a Knownbee wallet. The delivery column shows In guest app, and the recipient section says since when. You can't change the recipient: "This gift card is already in a Knownbee wallet, so its recipient cannot be changed." (
GIFT_CARD_CLAIMED) - The card can't be used. The button only shows for an active card. A card that is Disabled, Expired or Not yet paid has no delivery actions.
- You don't have the permission. Ask someone with Manage gift cards.
When the card is already claimed
A card is claimed as soon as the message goes out to a contact that already has a Knownbee account, or when that person opens Knownbee. If that account is not the intended recipient:
- Check the card's History. If nothing was spent, the full value is still on it.
- If it must be replaced, choose Disable on the card so it can no longer pay, then issue a new card to the right contact for the remaining balance with Issue gift card. See Issue and manage gift cards.
Decide this with care: the disabled card remains visible to its holder as Blocked.
Prevent it next time
- On the POS, read the contact back to the buyer before tapping Add gift card.
- For a gift with a date, choose On a date. Until the message goes out, the card is not claimed, so a typo can still be corrected.
Still not working?
Contact support with the last four characters of the card and the time it was sold. Don't send the guest's full email address or phone number by chat.