GoWallet FAQ's

General questions

Sign in and log on

Using Visa Gift Cards on GoWallet

Other Visa Gift Card Questions

Questions on eGifts

Lost or stolen gift cards

GoWallet Mobile App

Offers and Discounts

General questions

What is GoWallet?

GoWallet is a virtual wallet that makes it easy to keep all your gift cards in one place, and within easy reach anywhere you go. Create a new GoWallet account (it's free!) so you can view your cards anytime online and on to go from your phone — with the GoWallet mobile app.

Is GoWallet free?

Yes. It is free to set up and maintain a GoWallet account. The mobile app is free too.

I'm having trouble using my gift card. What should I do?

GoWallet is a third party service, and we do not control any funds on your gift cards. If you are having problems with balances, purchases, returns, credits or fees, you should immediately contact the retailer that issued the gift card. To contact the retailer, find their toll-free telephone number in the Card Details area of your GoWallet, or on the back of your plastic gift card.

My gift card balance isn't accurate. What should I do?

GoWallet is a third party service, and we do not control funds on your gift cards. If you are having problems with balances, purchases, returns, credits or fees, you should immediately contact the retailer that issued the gift card. To contact the retailer, find their toll-free telephone number in the Card Details area of your GoWallet, or on the back of your plastic gift card.

My gift card is being charged fees. Why?

Some retailers charge fees on their gift cards. These fees are unrelated to GoWallet. If you believe the fees are in error or are not detailed on your plastic gift card, immediately contact the retailer that issued the card. To contact the retailer, find their toll-free telephone number in the Card Details area of your GoWallet, or on the back of your plastic gift card.

What types of cards can I use in GoWallet?

The only types of cards you should add to GoWallet are prepaid gift cards issued by a retailer such as Home Depot or Nordstrom, and prepaid gift cards from Visa, MasterCard, American Express or Discover. Please, please, please do not add credit cards, debit cards issued by a bank, or phone cards to GoWallet.

I do not live in the U.S., can I still use GoWallet?

Yes, you can use GoWallet but your features will be limited to storing gift card information. GoWallet does not provide instant balances for most gift cards issued outside the United States. Also, eGifts cannot be purchased nor sent outside the United States.

How can I move a gift card to another person's GoWallet?

Gift cards can only be held in one GoWallet. Remove the gift card from your GoWallet account, and then you can add it to another person's GoWallet.

How do I check gift card balances?

There are four ways to check balances:

  1. Add the card to GoWallet and look for instant balance updates.
  2. From your Wallet or Card Details, select the green refresh balance icon.
  3. Add the card to GoWallet. Then, in the Card Details page, look for a URL or toll-free number for that retailer, use either one to check your balance.
  4. Call the toll free phone number on the back of your plastic gift card to check your balance.

Real-time balance updates aren't available for my gift card, why?

GoWallet partners with hundreds of gift card partners who allow real-time card balance updates through your wallet. There are other partners that we don't have connections to yet, but we're always working hard to expand our network and improve your gift card experience. Once your gift card retailer is part of the network, you'll get real-time balance updates in GoWallet.

What is a GoWallet Premier Partner?

Retailers with cards bearing this icon are certified GoWallet Premier Partners. GoWallet Premier Partners have teamed up with GoWallet to give you the most out of your gift cards, including real-time balance updates and more.

What is a card feature?

A card feature tells you how you can use a card, how to deal with lost/stolen cards, and if the card has special offers, etc. All card features vary by card type and issuer of the card.

Here are the card features you might see on the cards added to your wallet:

Real-time Balances

All cards with the green Real-time Balance icon receive real-time balance updates regardless of where the card was purchased. If you experience any issues obtaining a balance for a card with this icon, please let us know at customerservice@gowallet.com.

Cards with the yellow Real-time Balance icon may or may not receive real-time balance updates depending on where the card was purchased. If you card is not getting a Real-time Balance today, try again - we are working hard to expand our network every day.

Shop Online

You can shop online with any card bearing this icon. Use this card to pay for purchases on the card retailer's website.

Shop In-store

You can shop in-store with any card bearing this icon. Use this card to pay for purchases at participating gift card retailer stores.

Lost/Stolen Support

We keep a database of Lost/Stolen policies and Customer Service phone numbers for hundreds of gift cards. If we have this information for a card you've added to your wallet, we'll let you know by showing this icon. If you ever lose or misplace a card with Lost/Stolen Support, you will have everything you need in your GoWallet to request a new one.

Want to help? Help expand our database by sending us a picture of the front and back of your gift card to customerservice@gowallet.com. For your security, remember to cover your card number. We'll add all of the fine print from the back of your card to our database. You'll be a hero to anyone who loses a card like yours in the future!

Offers & Discounts

This card is eligible for exclusive offers and discounts. You will see these offers in your Wallet and Offers pages. Make sure you get notified about our best offers and opt—in for email notifications in your Account settings page.

Mobile Card Use
(Available on GoWallet Mobile Only)

You can display cards bearing this icon on your mobile phone and use the mobile display to make purchases in-store at the retailer's physical location, just like a plastic card. Be sure to download the GoWallet Mobile app to see if your card supports this feature.

Sign in and log on

I previously created a GoWallet account through Facebook connect but I am now having problems logging into GoWallet.

If you created a GoWallet account with Facebook connect, please use the 'Log in with Facebook' button from the GoWallet log in screen to sign in.

I created a GoWallet account through Facebook connect but I want to close my Facebook account. How can I access my GoWallet account?

Before you close your Facebook account, log into GoWallet through Facebook and visit your Account Settings page. Select 'Change log in method' and you will be asked to create a GoWallet password to use specifically with GoWallet. You will be asked to log out of GoWallet and log in again directly through GoWallet, with your new GoWallet password.

I no longer want to use Facebook to log into GoWallet. How do I change my log in method?

Log into GoWallet through Facebook and visit your Account Settings page. There, you can create your own GoWallet password by selecting 'Change log in method'. Please note that after you complete this change, you will need to log into GoWallet directly, not through Facebook.

How do I close my GoWallet account?

Send an email request to us at customerservice@gowallet.com. Be sure to tell us the e-mail address your GoWallet account is under. We're sorry to see you go. If you change your mind, email us back!

Using Visa Gift Cards on GoWallet

How can I check the balance on my Card?

There are several ways to keep track of your Visa Gift Card balance:

  1. Add the Card to your GoWallet account.
  2. Once the card is in your wallet, you can log into GoWallet anytime to check your balance by click the green refresh balance icon.
  3. Visit the website or call the number on the back of your Visa Gift Card.
Some retailers do not have access to the remaining balance of your card account so it's important to always know the balance before spending using your card.

Why do I need to register my Visa Gift Card?

Registering your Visa Gift Card with GoWallet will allow you to get easy access to all your card features. If your card is ever lost or stolen and you've registered your Card, you can submit a claim though GoWallet and get a replacement card in the mail. Registration also helps identify you as the cardholder if there are any unauthorized transactions. In addition, your Card must be registered if you wish to use it for online or telephone purchases. Online and telephone purchases often require that the "billing address" for your purchase match the address on file for your card. Without such confirmation, the merchant might decline your purchase even if there are sufficient funds on your card.

What's the difference between a GoWallet PIN and Visa Gift Card PIN?

You will be prompted to create a GoWallet Personal Identification Number (PIN) when you view your gift card details for the first time. You'll use this GoWallet PIN in various situations to authenticate yourself as the rightful owner of the wallet.

The Visa Gift Card PIN can be created any time from your wallet account or on gowallet.com/visagift. This PIN can be used for your Visa Gift Card debit transactions at merchant locations. You cannot use this PIN to withdraw cash.

How do I create or update my Visa Gift Card PIN?

Simply select 'Update Card PIN' from your existing Visa Gift Card details or from gowallet.com/visagift. Retain this PIN in your personal records, as this PIN will not be stored anywhere in your Cardholder Account. You may change this PIN at any time, as long as your card is still active.

Can I use my PIN to withdraw cash at ATM or merchant locations?

No, this PIN number is for debit purchases at merchant locations only.

What should I do if my Visa Gift Card is lost or stolen?

If your card is lost or stolen, log into your GoWallet account. Once logged in, view your Visa Gift Card details and look for the Report a Card Lost or Stolen feature (not available for all cards). Submit your gift card claim through GoWallet and get a replacement card in the mail. Your card must be registered to use the lost/stolen feature. Please call the number on the back of your card for any other registration questions. We cannot guarantee you will get a replacement.

Why can't I access my Visa Gift Cards on www.giftcardmall.com/mygift?

Your Visa Gift Card issuer has partnered with Blackhawk Network, Inc. (the creators of GoWallet.com and GoWallet Mobile) to make it easier for you to manage all your gift cards on one site. Upon logging into your My Visa Gift Card account on giftcardmall.com/mygift, you will be asked to transition your Visa Gift Card information to GoWallet. Once you've accepted the transition, you will simply use GoWallet to access your gift cards. From GoWallet, you'll have access to all the same features as you did on your My Visa Gift account, plus you can add other non-Visa gift cards to your account as well!

Other Visa Gift Card Questions

How do I use my Card?

Your Visa Gift Card can be used to purchase merchandise and services anywhere Visa debit cards are accepted in the United States (excluding U.S. Territories). Each time the card is used, the amount that is spent will automatically be deducted from the remaining balance. If you do not have a PIN, You should select the "credit" option when making a purchase at any merchant with an electronic terminal. If you have set up an optional PIN, you may choose to press the 'debit' button and enter your PIN, or you may choose 'credit' and sign for the purchase. Note that you cannot get cash back at merchants.

Do the funds on my Card expire?

No, the funds on your card do not expire.

Does my Card expire?

Yes, subject to applicable law, your Card will no longer work when the remaining value on it is equal to $0 or the 'valid thru' date printed on the front of your Card has passed. If funds still remain on your card after the 'valid thru' date, please call the number on the back of your card or dial 1-888-524-1283 to have a replacement Card with an updated 'valid thru' date issued and mailed to you at no cost. The balance on your card will remain the same.

Can I add more money to my Card?

No, the Visa Gift Card is disposable and cannot be reloaded with additional funds. Once the Card has been fully redeemed, it should be destroyed. Do not give your Card to a merchant to destroy.

Can I transfer the balance on one gift card to another gift card?

No. Your Card balance cannot be transferred to another gift card at this time.

Are there any restrictions when using my Card?

Yes, your Card is not redeemable for cash, except as required by law. It cannot be used at ATMs, for gambling, for recurring billing purchases, or at merchants requiring a manual card imprint. Additional restrictions may apply.

Can I use my Card to withdraw cash from an ATM?

No, you can't use your card to withdraw cash from an ATM.

Why would my Card decline at restaurants or other service industries when I have enough money left in my Card to cover the bill?

Some restaurants and other service-oriented merchants may factor in an additional 20% (or more) to cover any tip you may leave on the purchase. If this occurs, and your total bill, after adding in the additional 20% (or more), exceeds the amount available on the Card, it will be declined. Accordingly, you may want to ensure that your Card has an available balance that is 20% (or greater) than your total bill prior to use. Similarly, some hotels choose to factor in additional amounts upon check-in, and it may take up to thirty (30) days after your stay to have any excess amounts held by the hotel added back to your available balance.

What if I cancelled a transaction I made with the merchant?

If you cancelled a transaction with the merchant after it was processed, it may take 3-5 business days for the authorization hold to be removed from your Card. You will not have access to these funds during this time.

What should I do if my Card is declined?

If a transaction is declined, your Card's available balance may be less than the transaction amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference. This is subject to the policy of the merchant. Make sure you select the 'credit' option when making a purchase. You may choose 'debit' if you have created a PIN for your card. and not debit or gift card. Also, your Card may be declined when making an online or phone purchase if you have not yet registered it. When you make an online or phone purchase, the name, address, and phone number you use will need to be exactly the same as the information registered to your Card.

Why does my transaction show pending for more than the actual transaction amount?

Some service-oriented merchants (such as restaurants, hotels, salons, or gas stations) may authorize your transaction for an amount greater than the actual amount as the final amount of the sale is not yet known. The additional amount is only a 'hold' added to cover any tips or incidental expenses. The final transaction amount we receive from the merchant will be deducted from your actual card balance - usually within 3-5 business days. A transaction could be declined if the transaction plus additional amount exceeds the balance on the card.

Should I press 'debit' or 'credit' on the keypad when using my card at merchants?

If you do not have a PIN, press the 'credit' button and sign for your purchases. If you have set up an optional PIN, you may choose to press the 'debit' button and enter your PIN, or you may choose 'credit' and sign for the purchase. Note that you cannot get cash back at merchants.

Lost or stolen gift cards

What is Lost/Stolen Support?

You can normally find lost/stolen support phone numbers and policies on the back of your gift cards. For your convenience, GoWallet also provides this same information for most of your gift cards - just check the 'Card details' section of the card you're trying to replace. If your card is lost or stolen, contact the number listed immediately, and provide them with your card information. Lost/stolen replacement policies vary by retailer, so we cannot guarantee that you will get a replacement.

How do I get replacement gift cards if my plastic gift card was lost or stolen?

Immediately contact the specific card issuer by phone. You'll find the phone number in the Card Details page of your GoWallet.

Questions on eGifts

What is an eGift?

eGifts are gift cards that are delivered through email. You can send eGifts through the "Buy gift cards" section of GoWallet on your computer or your phone.

Can I return eGift cards?

Sorry — we cannot process returns or refunds for purchases made through GoWallet. Please review your order carefully before submitting your order.

Can I buy a gift card if I am located outside of the U.S. or send a gift card to someone outside of the U.S.?

eGifts can be sent anywhere, but most gift cards purchased through GoWallet can only be used at stores within the United States. Currently, GoWallet only accepts credit card payment from cards issued within the U.S.

I just sent an eGift to a friend from GoWallet. How do I know if my friend received it?

You should receive an email confirmation that your friend has viewed your eGift. If not, check your spam or junk mail folder; if the confirmation is not there, contact us at customerservice@gowallet.com.

How will my recipient know that the email is a legitimate email from GoWallet and not spam?

The subject line of the email will state: "Your name" has sent you an eGift card and the "From" line will state GoWallet.

I did not receive my purchase confirmation. Did my order go through?

If you didn't receive a purchase confirmation in your email, check your spam or junk mail folder, and if you still haven't found it, please contact GoWallet Customer Service at customerservice@gowallet.com.

I sent an eGift to the wrong email address. Can I correct this?

No. Please be super careful in entering email addresses, since we can't resend an eGift to another email address.

How does the recipient use the eGift?

Different stores use different methods. Some retailers will let eGift recipients use the eGift bar code directly from their phone. It's best if the recipient prints the eGift on paper and bring the printout to the store.

GoWallet Mobile App

What is the GoWallet mobile app?

Get all the convenience of GoWallet.com on your mobile device with GoWallet Mobile. Access your GoWallet account and gift card information anywhere, anytime. Some retailers will even let you use GoWallet Mobile to pay for your purchases with your gift card funds.

Can I use GoWallet mobile app all by itself?

Yes. GoWallet for iPhone and Android is another way to use GoWallet. You can create a GoWallet account on your phone or your computer, and use it through either device.

Can I pay for purchases with the GoWallet mobile app?

Some retailers allow you to pay with gift cards directly from the GoWallet mobile app. Use the "View Card' " button from your card details. Make sure the screen brightness on your phone is set to high. Some retailers may scan the barcode, others may read the numbers from GoWallet. There are still some retailers that require the plastic gift card, so don't throw those away.

GoWallet mobile isn't accepting my log in information. What can I do?

If you created an account through Facebook, make sure you are logging in through Facebook. If you are sure you have the right login email and password, and you're still experiencing problems, contact Customer Service at customerservice@gowallet.com.

Offers and Discounts

What are offers and how do I sign up?

GoWallet gets exclusive offers from the gift card retailers you know and love. Log into your GoWallet account and check your Wallet and Offers pages for special offers available only to GoWallet users. If you don't have any offers yet, check back often — new offers and discounts are frequently added. Don't want to miss an offer? Sign up to receive offer details and alerts here.

I am having issues getting my Offer, who do I contact?

If you experience any issues with your Offers or purchases, please contact customerservice@gowallet.com, and tell us about it.

When will I receive exclusive offers?

Log in to GoWallet periodically to see offers and discounts. We are constantly working with your favorite retailer brands to get you more offers.