How can we help?

Problem: “I can’t log into my account.”

Troubleshooting:

1. 1. Check your email for a password reset link. If you haven’t received it, look in your spam/junk folder.
   2. Make sure you’re entering the correct email and password combination.
   3. If you’re still having trouble, contact support, and we’ll assist with resetting your account access.

Problem: “I’m concerned about the security of my payment information.”

Troubleshooting:

1. 1. All transactions on IslandGiftCards.net are securely encrypted.
   2. If you notice any unauthorized transactions or suspicious activity, contact your payment provider immediately.
   3. Reach out to our support team to report the issue and ensure the safety of your account.

Problem: “I can’t complete my purchase”  |  “My payment was declined, but I have enough funds.”

Troubleshooting:

1. 1. Ensure that your billing information (name, address, card number) is entered correctly.
   2. Check with your bank or payment provider to make sure there are no blocks or holds on your account.
   3. Clear your browser’s cache and cookies, then try again.
   4. Try a different payment method, such as another card or Bank Transfer.
   5. Try using a different device or browser.
   6. If the issue persists, contact our support team to help you place your order.

Problem: “I was charged multiple times for the same order.”

Troubleshooting:

1. 1. Check your bank or credit card statement to confirm if duplicate charges occurred (sometimes pending transactions may show multiple entries, which will clear after processing).
   2. If multiple charges were processed, contact us with your order number, and we will resolve the issue and issue any necessary refunds.

Problem: “The recipient didn’t receive their gift card.”

Troubleshooting:

1. Ask the recipient to check their spam or junk email folder.
2. Verify that you entered the correct email or phone number for the recipient.
3. If you notice a mistake in the email/phone number, contact us immediately  with your order details.
4. If everything is correct and the gift card still hasn’t been delivered, contact support for assistance with resending.

Problem: “I entered the wrong email address/phone number for the recipient.”

Troubleshooting:

1. Contact customer support as soon as possible.
2. Provide your order number and the correct recipient information.
3. We’ll attempt to deactivate the incorrectly sent gift card and issue a new one.

Problem: “The recipient is having trouble redeeming the gift card.”

Troubleshooting:

1. 1. Ensure that the gift card is being redeemed at the correct merchant location (check the gift card for merchant details).
   2. The recipient should present the digital gift card (digital or printed) with the code at the merchant’s store.
   3. If the merchant is unable to scan the code, have them manually enter the code at checkout.
   4. If the merchant still refuses or cannot accept the gift card, contact us immediately, and we will resolve the issue with the merchant.

Problem: “The gift card isn’t working or shows a $0 balance.”

Troubleshooting:

1. 1. Double-check the redemption details and expiration date provided in the gift card email.
   2. Confirm that the full balance is still available by contacting the merchant directly.
   3. If there’s still an issue, contact us with your order details, and we’ll investigate the problem.

Problem: “The merchant refused to accept my gift card.”

• Solution:
  1. Verify that the gift card is still valid and hasn’t expired (some merchants may have specific restrictions.
  2. Check your balance with the merchant and clarify with them any issues.
  3. If the issue remains unresolved, reach out to us and we’ll investigate on a case-by-case basis.

Problem: “I need a refund or to cancel a gift card.”

Troubleshooting:

1. 1. Unfortunately, gift cards are non-refundable unless there’s an issue with the order or merchant.
   2. If you believe there was an error or the gift card is not usable, please contact us at disputes@islandgiftcards.net with your order number, and we’ll work with you on a solution.

Problem: “The website isn’t loading properly or is very slow.”

Troubleshooting:

1. 1. Check your internet connection to ensure it’s stable.
   2. Try clearing your browser’s cache and cookies.
   3. Refresh the page or try accessing the website from another browser or device.
   4. If the problem persists, the issue may be temporary. Check back after a few minutes or contact our support team for further assistance.

Problem: “The checkout page won’t load.”

Troubleshooting:

1. 1. Verify that you’ve filled in all required fields and check for any error messages or missing information.
   2. Clear your browser cache and cookies, then try again.
   3. Use a different browser or device to complete your purchase.
   4. If the problem continues, reach out to us, and we can assist in completing the order manually.