---
title: "What can I do if a recipient claims they never received their eGift?"
description: "GiftPay Express includes delivery reports that let you check the status of each eGift in real time. If a gift recipient contacts you to say they haven't received their eGift, you have the following options available:"
canonical_url: "https://help.giftpay.com/articles/what-can-i-do-if-a-recipient-claims-they-never-received-their-egift-vLnywjtqAP"
md_url: "https://help.giftpay.com/articles/what-can-i-do-if-a-recipient-claims-they-never-received-their-egift-vLnywjtqAP.md"
---
# What can I do if a recipient claims they never received their eGift?

GiftPay Express includes delivery reports that let you check the status of each eGift in real time. If a gift recipient contacts you to say they haven't received their eGift, you have the following options available:

* You can resend the eGift to the same email address;
* You can redirect the eGift to a new email address, as long as the original eGift has not yet been opened.

Check the [Reports](https://express.giftpay.com/reports.aspx) page in Express to view the status of each eGift. The delivery report gives you the real-time status of each eGift. In addition, you have the following options:

**Resend the eGift to the same email address** \n This is useful if the recipient lost or accidentally deleted the eGift email. In the delivery report, find the recipient, then click Resend, and confirm. This will not send a new eGift Card, it will only resend a copy of the email linking to the existing eGift Card. There is no cost or fee associated with resending eGifts.

**Redirect the eGift to a new email address** \n If the email used to send the original eGift was wrong, you can redirect the eGift to a new email address. In the delivery report, find the recipient, click Redirect Gift, enter the new email address, and confirm. Note that the eGift sent to the original email address will be cancelled and a new eGift issued to replace it, so the original eGift will not be redeemable. There is no cost or fee associated with redirecting eGifts.

Note it is not possible to redirect an eGift:

* after the original eGift has been opened by the recipient, or;
* more than 30 days after successful delivery of the eGift.

In these situaitons, please [contact us](https://express.giftpay.com/contactus.aspx) for assistance in ensuring sucessful delivery of your eGift to the rightful recipient.


:::info
There are no restrictions on redirecting an eGift to a new email address if the [gift email bounces](/articles/a-gift-card-email-has-bounced-what-can-i-do-KiHDGABBFT).

:::

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