If you were sent a gift with your card and cannot get to it, one of the following usually explains it. Work through them in order. <h2 class="PlaygroundEditorTheme__h2" dir="ltr">You are asked to sign in</h2>This is expected. Claiming requires you to sign in with the email address the card was sent to, which is how we make sure the gift reaches the person it was meant for.If you do not already have a GreetPool account, create one using that same email address and you will be able to claim straight away. <h2 class="PlaygroundEditorTheme__h2" dir="ltr">You are told the gift belongs to another email</h2>This means you are signed in with a different account from the one the card was sent to. Sign out, then sign back in with the address the card was originally sent to. If you are not sure which address that was, check which inbox the card email arrived in.If the card was sent to an address you can no longer access, contact us and we will help. <h2 class="PlaygroundEditorTheme__h2" dir="ltr">You cannot see a gift on the card at all</h2>A few things to check:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Make sure you are opening the card from the original email. A screenshot or a forwarded copy of the card will not carry your gift.</li><li value="2" class="PlaygroundEditorTheme__listItem">Check that the card has actually been delivered. If the sender scheduled it for a future date, the gift travels with the card and will not appear until then.</li><li value="3" class="PlaygroundEditorTheme__listItem">Check you are the recipient. If someone shared the card link with you but the card was addressed to somebody else, you will be able to see the card but not the gift. Only the recipient can claim it.</li></ul> <h2 class="PlaygroundEditorTheme__h2" dir="ltr">You chose the claim option but nothing seems to have happened</h2>Give it a moment and try once more. If your connection dropped partway through, claiming again is safe and will not create a second gift or charge anyone twice.If you are taken to a page that does not load, try a different browser or turn off any ad blocker or privacy extension, then open your card again. <h2 class="PlaygroundEditorTheme__h2" dir="ltr">Your card still says your gift is open after you picked a brand</h2>This one is usually not a problem. After you choose your brand, it can take a little while before your card updates to show the gift as claimed. Your gift is already yours, and the details are in your email.If it has been considerably longer than that and you never received any gift details by email, contact us. <h2 class="PlaygroundEditorTheme__h2" dir="ltr">Still stuck?</h2>Contact us through the chat widget on the site or email <a href="mailto:support@greetpool.com" class="PlaygroundEditorTheme__link">support@greetpool.com</a>. To get this sorted in one reply, please include:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">The card url you received</li><li value="2" class="PlaygroundEditorTheme__listItem">The email address the card was sent to</li><li value="3" class="PlaygroundEditorTheme__listItem">What you see on the card, and what happens when you try to claim</li><li value="4" class="PlaygroundEditorTheme__listItem">Any error message</li></ul> If you already claimed your gift and the problem is with the gift card itself, for example a code that will not work or a balance that looks wrong, you will have to contact GiftBit (www.giftbit.com) directly.

What to check if you cannot see or claim a gift card that was sent to you.

If you were sent a gift with your card and cannot get to it, one of the following usually explains it. Work through them in order.

## You are asked to sign in

This is expected. Claiming requires you to sign in with****the email address the card was sent to****, which is how we make sure the gift reaches the person it was meant for.

If you do not already have a GreetPool account, create one using that same email address and you will be able to claim straight away.

## You are told the gift belongs to another email

This means you are signed in with a different account from the one the card was sent to.

Sign out, then sign back in with the address the card was originally sent to. If you are not sure which address that was, check which inbox the card email arrived in.

If the card was sent to an address you can no longer access, contact us and we will help.

## You cannot see a gift on the card at all

A few things to check:

* ****Make sure you are opening the card from the original email.****A screenshot or a forwarded copy of the card will not carry your gift.
* ****Check that the card has actually been delivered.****If the sender scheduled it for a future date, the gift travels with the card and will not appear until then.
* ****Check you are the recipient.****If someone shared the card link with you but the card was addressed to somebody else, you will be able to see the card but not the gift. Only the recipient can claim it.

## You chose the claim option but nothing seems to have happened

Give it a moment and try once more. If your connection dropped partway through, claiming again is safe and will not create a second gift or charge anyone twice.

If you are taken to a page that does not load, try a different browser or turn off any ad blocker or privacy extension, then open your card again.

## Your card still says your gift is open after you picked a brand

This one is usually not a problem. After you choose your brand, it can take a little while before your card updates to show the gift as claimed. Your gift is already yours, and the details are in your email.

If it has been considerably longer than that and you never received any gift details by email, contact us.

## Still stuck?

Contact us through the chat widget on the site or email[support@greetpool.com](mailto:support@greetpool.com). To get this sorted in one reply, please include:

* The card url you received
* The email address the card was sent to
* What you see on the card, and what happens when you try to claim
* Any error message

****If you already claimed your gift and the problem is with the gift card itself,****for example a code that will not work or a balance that looks wrong, you will have to contact GiftBit (www.giftbit.com) directly.

If you were sent a gift with your card and cannot get to it, one of the following usually explains it. Work through them in order.<h2 class="PlaygroundEditorTheme__h2" dir="ltr">You are asked to sign in</h2>This is expected. Claiming requires you to sign in with the email address the card was sent to, which is how we make sure the gift reaches the person it was meant for.If you do not already have a GreetPool account, create one using that same email address and you will be able to claim straight away.<h2 class="PlaygroundEditorTheme__h2" dir="ltr">You are told the gift belongs to another email</h2>You are signed in with a different account from the one the card was sent to. This happens easily if you have more than one email address, or if a colleague forwarded the card to you.Sign out, then sign back in with the address the card was originally sent to. If you are not sure which address that was, check which inbox the card email arrived in.If the card was sent to an address you can no longer access, contact us and we will help.<h2 class="PlaygroundEditorTheme__h2" dir="ltr">You cannot see a gift on the card at all</h2>A few things to check:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Make sure you are opening the card from the original email. A screenshot or a forwarded copy of the card will not carry your gift.</li><li value="2" class="PlaygroundEditorTheme__listItem">Check that the card has actually been delivered. If the sender scheduled it for a future date, the gift travels with the card and will not appear until then.</li><li value="3" class="PlaygroundEditorTheme__listItem">Check you are the recipient. If someone shared the card link with you but the card was addressed to somebody else, you will be able to see the card but not the gift. Only the recipient can claim it.</li></ul><h2 class="PlaygroundEditorTheme__h2" dir="ltr">You chose the claim option but nothing seems to have happened</h2>Give it a moment and try once more. If your connection dropped partway through, claiming again is safe and will not create a second gift or charge anyone twice.If you are taken to a page that does not load, try a different browser or turn off any ad blocker or privacy extension, then open your card again.<h2 class="PlaygroundEditorTheme__h2" dir="ltr">Your card still says your gift is open after you picked a brand</h2>This one is usually not a problem. After you choose your brand, it can take a little while before your card updates to show the gift as claimed. Your gift is already yours, and the details are in your email.If it has been considerably longer than that and you never received any gift details by email, contact us.<h2 class="PlaygroundEditorTheme__h2" dir="ltr">Still stuck?</h2>Contact us through the chat widget on the site or email <a href="mailto:support@greetpool.com" class="PlaygroundEditorTheme__link">support@greetpool.com</a>. To get this sorted in one reply, please include:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">The email address the card was sent to</li><li value="2" class="PlaygroundEditorTheme__listItem">The name of the person who sent you the card</li><li value="3" class="PlaygroundEditorTheme__listItem">What you see on the card, and what happens when you try to claim</li><li value="4" class="PlaygroundEditorTheme__listItem">Any error message, word for word</li></ul>If you already claimed your gift and the problem is with the gift card itself, for example a code that will not work or a balance that looks wrong, see the related article below instead. That is handled differently.

Trouble claiming your gift card

Adding a gift to your card, chipping in, and claiming a gift you received

Quick fixes if something doesn't work as expected

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