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

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](https://express.giftpay.com/BillingHistory.aspx) 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](mailto: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](https://express.giftpay.com/BillingHistory.aspx) 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](https://express.giftpay.com/Contactus.aspx).

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

If I deposit funds to GiftPay and then later change my mind, can I get a refund?

What payment terms do you offer? Can I send gifts now and pay later?

Can I transfer funds between programs?

How do I cancel or delete an invoice?

How do I allocate funds from Unallocated Balance to a program?

How do I avoid the need to allocate or transfer funds between programs?

What are GiftPay programs used for?

How can I deposit or add funds to my GiftPay account?

How can I request a statement of account?

How can I change my billing details such as company name and address?

Do the funds I have paid into my GiftPay account ever expire?

How do I use the bonus credit balance in my account?

How do I request an invoice?

Can I pay via international bank transfer or with an international credit card?

I have just made a payment to GiftPay. When will the funds be available in my GiftPay account?

Account and Adding Funds

Where can gift recipients redeem their eGift?

Can I buy single brand eGift Cards such as Amazon or Best Buy?

What is the minimum and maximum value gift I can send?

Do GiftPay eGifts expire?

If my eGift recipient chooses a charity donation eGift Card, how much does the charity receive?

eGift Cards in the US

What do my gift recipients need in order to be able to redeem a GiftPay eGift Card?

Can GiftPay eGift Cards be combined by recipients?

A gift recipient needs a password to open their eGift, where do they get the password from?

How does a gift recipient redeem their eGift?

Helping Your Gift Recipients use their eGift Cards

Can I cancel an eGift after it has been sent?

What does a gift status of "Valid (Clicked)" mean?

What does a gift status of "Valid (Used)" mean?

What can I do if a recipient claims they never received their eGift?

What happens if I deliver the eGift to the wrong email address?

What does it mean if an eGift has a status of "Used/Expired"?

A gift card email has bounced. What can I do?

Viewing and Managing Past Deliveries

How to add and edit programs

How to create personalised gift card messages

API Integration Guide

Step by Step Guides

Can I claim back a gift card that is unused or expired?

How is GiftPay better than other gift card and gift code suppliers?

Is it possible to customise the branding of my eGifts?

How can I send eGift Cards to other countries?

How soon can I start sending eGifts?

Custom branding image and file specifications

How can I get a preview of my custom branding?

Getting Started with GiftPay

If the service is free, how does GiftPay make a profit?

How secure is GiftPay?

Which countries can I send gift cards to?

What terms and conditions apply to each gift card?

How much does it cost to apply for a business account?

Do you sell plastic gift cards?

About GiftPay

Best practices to keep your GiftPay account secure

How do I remove a user or team member from my GiftPay account?

Can I add another user to my account?

Does GiftPay support Single Sign On (SSO)?

How can I add two-factor authentication (2FA) on my account?

Managing Users & Security

What ordering and delivery methods does GiftPay offer?

How are eGifts delivered?

Can I send eGifts to a mobile via SMS/text?

Sending a large batch of eGifts with the same value and message

Can I deliver eGifts of different value or with different messages within the same delivery batch?

Is there a way to use GiftPay without divulging the email addresses of my gift recipients?

Can I send the gift cards to one email address and then forward them to my recipients?

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

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

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