Overview

This article provides solutions for common issues related to funding Tango Card accounts and advocate reward redemptions. It covers problems such as adding new credit cards, missing receipts after funding, failed fulfillment alerts, and advocate redemption challenges. The article also includes contact information for Tango Card support and the steps to take when seeking assistance.

Information

Funding Issues
Retrying Failed Fulfillment
- Failed fulfillment alert on your Dashboard
Advocate Redemption Issues
- Advocate did not receive email
- Wrong reward redeemed
Contact Tango Card

Funding Issues:

Unable to add a new card

Solution: Depends on the error message, but the most common reason is an incorrect formatting of one of fields on the credit card form

Added a credit card successfully but unable to add funds

Solution: After adding a credit card for the very first time, you will not be able to add funds for 24 hours, while Tango Card authorizes it. If you need this done sooner, you can contact Tango Card Support and ask them to expedite the process.

Missing receipt after adding funds

Solution: Contact Tango Card Support to ask them to send it to you. You may also need to ask them to update the email address on your account if it is not where you want to receive receipts.

Retrying Failed Fulfillment:

Failed fulfillment alert on your Dashboard

Solution: If a redemption fulfillment failed, you will be given an alert on the Dashboard .

If you only click the Retry Fulfillment button on the Dashboard, it will not trigger the retry. It will only take you to the window where you need to click the Retry Failed Redemption button again.

Check to see if the Retry is successful by going to the Logs tab in the Tango Card Integrations page.

Advocates Redeeming Issues:

Advocate says they redeemed a reward, but they haven't received any emails

Solution 1: Check to see if your account runs out of funds. If you are then your advocate will not receive the automatic redemption email. In order to send them the redemption email, you will have to add funds to your account , then click the Retry Failed Redemption button under the Settings tab in the Tango Card Integration. If you have the Administrator Approval Required checked in the rewards' setting then you need to manually mark the reward as fulfilled . Your advocate's will receive the email once you mark the reward fulfilled.

Solution 2: If your account already has funds, the most common case here is that the email ended up in their spam/junk folder so please ask the advocate to check there first.

Solution 3: If the email is not there, you can contact Tango Card support with the details of the redemption and ask them to resend the card, and cc you on the email in case its getting blocked. This way you could send the card to the advocate yourself.

Advocate accidentally redeemed the wrong reward and wants to switch it for another

Solution: Tango Card doesn't allow rewards that have been sent out to be cancelled or reverted. However, one thing you could do instead is ask the advocate to send you the email they received with the Gift Card and ask that they do not redeem it in the future. You can then perk them the Tango Card they meant to redeem. Check out this article for how to perk a reward . In the future, you could perk/send the accidentally redeemed card to another advocate.

Tango Card Contact Details:

Phone: 1-877-558-2646
Email: cs@tangocard.com
Support Portal: http://tangocard.zendesk.com (use the blue Support button)

In your message, please provide the Tango Card team with the following information:

Your Tango Card account information and Integration Identifier found in the Tango Card Integration
The e-mail address of your advocate who has not received the reward.
Which gift card they redeemed and when they redeemed it.

Once you email Tango Card, they will send your advocate a new copy of the redemption email.

FAQ

What should I do if I'm unable to add a new credit card to my Tango Card account?

Ensure that all card information is entered correctly, the card is not expired or blocked, and that it is formatted correctly. If the problem persists, contact Tango Card support.

What steps should I take if I added a credit card but can't add funds to my Tango Card?

Verify that your card has sufficient credit and is authorized for online transactions. There is also a 24-hour waiting period for new cards to be authorized. If you need to expedite this process, contact Tango Card support.

What should I do if I don't receive a receipt after adding funds to my Tango Card?

Check your email's spam folder and confirm that your email address is correct. If the receipt is still missing, contact Tango Card support to request a copy.

How can I resolve a failed fulfillment alert on my Tango Card dashboard?

Review the error message for details and take the recommended corrective action. If the issue is unclear, reach out to Tango Card support for assistance.

What should an advocate do if they did not receive the redemption email or redeemed the wrong reward?

First, check the spam/junk folder and verify account funds. If the email is not there, contact Tango Card support with redemption details to resend the email. If the wrong reward was redeemed, Tango Card does not allow for cancellation or reversal, but you may contact support for possible solutions.

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