A gift card is not in Knownbee

A gift card belongs to whoever signs in to Knownbee with the email address or mobile number it was issued to. A card issued to a mobile number comes with no message: it is simply in the wallet once they sign in with that number. Most missing cards are waiting for a different email or phone than the one the guest is using, or for a send date that has not come yet.

Quickest fix (guest)

Open the message you received about the gift card and tap its link. Knownbee shows "You received a gift card" and the masked contact it was sent to, for example "It was sent to j•••@example.com". Sign in with exactly that email or phone and tap Add to my wallet.

Checks for the guest

1. 1You are signed in with another contact. The card only goes to an account with the same, confirmed email or phone. If the link says "This gift card was sent to … Sign in with that instead, or add it to your profile", either sign in with that contact, or add it in Profile with Add your email or Add your phone and confirm the code. The card then appears in Wallet › Gift cards.
2. 2Look in the right tab. Gift cards are under Wallet › Gift cards, not under Cards.
3. 3No message yet. The buyer may have chosen a send date. The card appears when the message goes out, not before.
4. 4"This gift card is already in a wallet." Someone signed in with that contact already has it. If that is not you, ask the place for help.
5. 5"This gift card link no longer works." The card was disabled, refunded, or the place no longer offers gift cards. Ask the place.

Checks for the business

Open the card in the back office under Gift cards (needs Manage gift cards).

1. 1Status "Not yet paid". The sale has not been paid. The card activates and is sent when the order is paid.
2. 2Delivery "Scheduled". The message goes out on the date shown. To send it now, choose Send the message again.
3. 3Delivery "Not delivered" or "Not sent yet". The message failed or was cancelled. Check the contact under Issued to and choose Send the message again.
4. 4The contact is wrong. Correct it, then send the message again, see A gift card went to the wrong contact.
5. 5Status "Disabled" or "Expired". Messages are not sent for a card that cannot be used. Enable it again, or issue a new card.
6. 6Gift cards was switched off. While the feature is off, cards disappear from guests' wallets. They come back when it is on again.
7. 7Delivery "In guest app". The card is in a Knownbee wallet. If the guest says it is not in theirs, it was claimed by the account with that contact, see A gift card went to the wrong contact.

Still not working?

Contact support with the last four characters of the card, the time it was sold or issued, and what the guest sees on the gift card link. Don't send the full email address or phone number of the guest by chat.