Wallet FAQ

Quick answers to common questions about the CarltonOne Wallet.

FAQ-wallet-main3

Getting Started

Where is my card?

It can take a few moments for a newly purchased card to appear in your wallet. If you cannot see your card in your wallet, please check back in a few minutes. While most orders are completed quickly, high demand for popular cards may result in additional wait time. 

How do I activate my card?
  1. Purchase a card from the store in your rewards program.
  2. You will receive an email containing a verification code.
  3. Select Add to Wallet in the email.
  4. Enter the verification code when prompted.
  5. In your wallet, select Activate Card under your newly purchased card to complete the activation.

Once activated, your card details will be displayed. If a Pending message appears, your card is still being processed — and will be available shortly. 

How do I use my card?

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

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

The Details tab includes more information about how and where you can use your card.

The Terms tab may include any relevant conditions or limitations on using your card.

The History tab may include a list of transactions, if supported by the card type.

Can I access my wallet on mobile?

Yes. Your wallet is accessible on any mobile device through a browser. You don't need to download and install a separate app - just use your device's mobile browser to log into your rewards program.

I cannot log in / I forgot my password

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

Update my email

Email address updates must be made from your rewards program website. This feature is not currently available within the wallet.

If the option is not visible on your rewards program 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 card?
No. 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 allow you to use a gift card alongside another payment method to cover the remaining balance, while others do not. Check the retailer's website for details. 
Does my card expire?
Cards that have not been activated are subject to expiration. Once a card has been activated, it will never expire.  

Troubleshooting

Why isn't my card 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. 

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. You may also submit a support ticket through the wallet so our team is aware of the issue. 

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 3–5 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.

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.

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 3–5 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.

What are expected support response times?
Our team aims to respond to all support tickets within 3–5 business days. For time-sensitive matters such as lost or stolen physical cards, please indicate this clearly in your ticket.