Wallet FAQ

Quick answers to common questions about the CarltonOne Wallet.

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Getting Started

Where is my order?

If you cannot see your card in your wallet, you will need to complete the card activation process — see Card Activation below. If you have already done so and see a Pending message, your card is still being processed — please check back later. While most orders are completed quickly, high demand for popular cards may result in additional wait time.

Card activation

To activate your card, follow these steps: 

  1. Purchase a card from your program.
  2. You will receive a redemption email containing a verification code.
  3. Click the Add to Wallet button in the email.
  4. Enter the verification code when prompted.
  5. In your cards list, click Activate Card to complete activation.

Once activated, your card details will be displayed. If a Pending message appears, your card is still being processed — please check back later. 

How do I use my card?

Once your card is activated, click on it to view your card number (and PIN, if applicable). You can copy these details with a single click for easy online use.

Some cards can be added directly to Apple Wallet or Google Pay — this option will appear under the My Card section if it is available for your card.

Usage instructions can be found under the Details section.

Can I access my wallet on mobile?

Yes. The wallet is accessible on any mobile device through your browser. No app download is required. 

I cannot log in / I forgot my password

Password and login management are handled through your rewards program page, not the wallet itself. Please visit your rewards program page and use the password reset option. If you continue to experience issues, contact your program administrator. 

Update my email

Email updates must be made from your Rewards/Recognition home page. This feature is not currently available within the wallet.

If the option is not visible on your Rewards page, it may not be available for your program. In that case, please contact your program administrator.

Managing your card

Balance inquiry

To check your balance, you have a few options:

  • Some cards display balance information directly in the My Card section.
  • Your History tab provides a summary of past transactions.
  • If neither option is available, you can visit the retailer's website or call them directly for a balance check.
Can I use my card in-store?

This depends on the card. Some cards are valid for both online and in-store purchases, while others are limited to online use only. Check the Details section of your card for usage instructions specific to that retailer.  

Can I split a purchase across multiple cards?

This depends on the retailer. Some retailers allow split payments, while others do not. We recommend checking the retailer's website or contacting them directly to confirm before completing your purchase. 

Can I reload or add funds to my existing gift card?
 No. Gift cards issued through the wallet cannot be reloaded or topped up. Each card reflects the value assigned at the time of issuance.
Can I transfer a card to someone else?
No. Cards are issued to the account holder and cannot be transferred to another user.  
Can I combine my card balance with another payment method?
This depends on the retailer. Some retailers may allow you to use a gift card alongside another payment method to cover the remaining balance. Check the retailer's website for details. 
Expired card
 Cards that have not been activated are subject to expiration. Once a gift card has been activated, it will never expire. Prepaid cards are subject to expiry, view your card details to see when the card expires.

Issue & Troubleshooting

Card not working?

If you have not yet activated your card, please do so first. Activation may take longer for high-demand brands, in which case a Pending message will be displayed on the card tile.

If your card number (and PIN) are visible but the card is not accepted on the retailer's website, please contact the retailer directly for further assistance.

Incorrect order

 If the details on your confirmation email (or within Order Details on your rewards site) do not match what appears in your wallet, please submit a support ticket outlining what you ordered versus what you received. Our team will investigate and work to resolve the issue, however you must contact us before activating the card.

I suspect unauthorized use of my card

 If you believe your card has been used without your authorization, contact the retailer directly as soon as possible. They will guide you through their investigation process. 

Is my card information secure?
 Yes. Your card details are only displayed after you have activated your card and are not stored or visible to other users. We recommend treating your card number and PIN with the same care as any other payment method — do not share these details with others.
I am experiencing a technical issue — who do I contact?
If you are experiencing a technical issue with the wallet, please submit a support ticket through the wallet. Include as much detail as possible, such as the device and browser you are using and a description of the issue. Our team will follow up within 1-2 business days.
What browsers and devices are supported?
The wallet is supported on all modern browsers, including Chrome, Safari, Firefox, and Edge, on both desktop and mobile devices. For the best experience, ensure your browser is up to date.

Physical Cards

Where is the physical card I ordered?

If you have not received your physical gift card by mail and it has been more than two weeks, please submit a support ticket and include your full mailing address (including unit number or business name, if applicable). A member of our team will look into it.

Please note: If the address on file was incorrect or incomplete, a replacement card must be approved and issued by the retailer. Not all cards are eligible for replacement. If there has been any usage on the card, or if the brand does not devalue gift cards, a replacement cannot be issued.

Lost and stolen cards

If you have not received your physical gift card after two weeks, please submit a support ticket with your full mailing address. Our team will open an investigation and work with you to resolve the matter.

If you received your card but it has since been lost or stolen, please contact the retailer directly. They will guide you through next steps, which may include a formal investigation and documentation.

Please note: If the address on file was incorrect or incomplete, a replacement card must be approved and issued by the retailer. Not all cards are eligible for replacement. If there has been any usage on the card, or if the brand does not devalue gift cards, a replacement cannot be issued.

Support

How do I submit a support ticket?

Support tickets can be submitted directly through the wallet. Navigate to the support or help section within the wallet, complete the form with the relevant details, and submit. Our team aims to respond within 1-2 business days.

Can I cancel an order?

All orders are considered final. Refunds are not accepted.

Please note that gift cards do not expire once activated, so you will have time to use them when it is convenient.

Support response times
Our team aims to respond to all support tickets within 1-2 business days. For time-sensitive matters such as lost or stolen physical cards, please indicate this clearly in your ticket.