Troubleshoot issues

Here are a few common scenarios you might run into, and what to do next.

🚫 My gift card isn’t working

Each On Me gift card is category-based, meaning it’s designed to work with a curated list of retailers. If your gift card isn't working at checkout, double-check the list of accepted retailers.

• Go to the Cards tab in the On Me app.
• Use the search feature to make sure the store you're trying to check out at is included.

If your gift card still doesn’t work at a listed brand, our system may not have seen this website or location yet. Please contact support to make sure we know, and we’ll quickly add the website or location to our system so you can try again!

📱 I lost my phone

Your gift cards are safely stored in your On Me account, and can be recovered. To regain access:

• Log into the On Me app on a new device using the same email or phone number tied to your account
• If your gift card was added to Apple Wallet or Google Wallet, you may need to re-add it depending on your device’s backup settings

🔐 Make sure your On Me account and email are secured with strong passwords to prevent unauthorized access.

🌍 Can I use my gift card internationally?

Currently, On Me gift cards are only valid for use in the United States. Please reference our Terms of Service for more information.