I've paid in funds to GiftPay but the balance in my account is still zero, where did the money go?

First, you should check if the payment has actually been received and processed by GiftPay.

Check your Billing History

To find out if your payment has been received by GiftPay, check the Billing History page in the Account menu. You should see the invoice with a status of Paid. If the payment is not showing here or is showing with a status of Unpaid, then it means GiftPay has not yet received or processed the payment.

Remember payments by EFT/Bank Transfer/Wire Transfer may take up to 2 business days or more. If your payment was an international payment this can be delayed even further by your bank and intermediary banks.

For assistance in tracing a payment you've made, please send an email to accounts@unifiedincentives.com with a screenshot of the payment from your online banking showing the date, amount, payment reference/description and the details of the bank account that the funds were paid to.

Finding out where a paid invoice has been credited

If the invoice shows with a status of Paid, the next step is to identify where the funds were credited. This may have been into your Unallocated Balance or directly into a program, depending on what payment reference number was used or depending on what was selected at the time of payment. Go to the Billing History page and in the Program column you will either see Unallocated, or the name of a program - this identifies where the funds were credited.

If you've confirmed the payment has been received with a status of Paid, and you've identified where the funds were credited but you still can't find the funds, it's possible they were already spent on gift cards or they were transferred to a different program. Click into the program or Unallocated Balance transaction listing and look for gifts being sent or a funds transfer transaction.

If you're still having difficulty, please don't hesitate to contact us.