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Help! I'm having issues with Connect. 🚨
Help! I'm having issues with Connect. 🚨

Challenges and Concerns about Connect x Gift cards.

D
Written by Darlene
Updated over a week ago

Q: Help! I sent gift cards to the wrong person, what can I do?

A: Sorry about this, these things happen. However, once a purchase is complete, it might be impossible to recall the transaction. Please reach out to us, and we'll see how we can help.

Q: Oops! I sent the wrong amount of gift cards, what can I do?

A: Sorry about this. These things happen. However, once a purchase is complete, it might be impossible to recall the transaction, please reach out to us, and we'll see how we can help.

Q: Why was I charged extra than usual?

A: That shouldn't happen. Please reach out to us via email or chat box with your transaction information, including the transaction reference (from your email or the dashboard), and we'll fix this for you.

Q: Why was my purchase cancelled?

A: Your purchase may be cancelled for the following reasons:

  • Inputting incorrect details.

  • Downtime in service from our payments processing partners.

  • Suspicious activities.

Q: How can I get a refund?
​A: Please reach out to us via email or the chat box at the bottom, and we'll pick your complaint up.

Q: How long do refunds take?

A: As orders are processed instantly, refund complaints add some lead time to the determination of a refund decision. However, once clear, we aim to process refunds ASAP.

Q: I want to know why and how money was taken from my bank account?

A: SendSprint can not take your money because we do not have access to your bank account or bank card. You can only be charged if your bank card was successfully screened and approved for a transaction on the Sprint website.

Q: Why am I experiencing failed transactions?

A: You are likely to have such issues because of the following:

  • You're inputting the incorrect details.

    Please ensure you type in the correct information to avoid failed transactions.

  • Service downtimes from our payments processing partners. Sometimes, our payment processing partners may experience technical challenges or upgrades which may affect your transactions. When this happens, we will proactively update you via email and on our website.

  • Poor internet connectivity.

    Please ensure you have good internet connectivity to avoid failed transactions.

  • You may have low/insufficient funds in your account.

    Kindly check that you have the minimum balance in your account to carry out a successful transaction.

  • You're using a virtual bank card for your purchase.

  • Your bank hasn't given you access/permission to perform international online transactions.

Q: I keep getting these error messages:

"We could not charge this card. Reason: Do not honour."

"We're unable to verify your card, please contact your financial institution. In the meantime, you can try another card." What do they mean?

A: If you get these or similar error messages during a transaction, it could mean your bank may have not granted you access/permission to perform international online purchases/transactions.

Banks put security measures to protect your account from hackers and fraudulent activities. We suggest you contact your bank to request access.

Also, please note that our payment processing partners do not currently permit the use of virtual cards. Kindly make use of your regular physical cards for your purchases.

Q: I don't understand what's going on with my gift card purchase. What do I do?

A: If you're experiencing difficulties while buying gift cards on Connect, you can do the following:

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