Question 1

Can I see if the voucher has been redeemed?

Accepted Answer

Our detailed, real-time reports show sender and recipient details, plus the status of the voucher, including a redemption time and date. 'Redeemed' on the Huggg platform means the recipient has selected the store voucher and has been presented with the barcode. Follow each voucher link to see the remaining total and retailer chosen.

Question 2

How much does it cost?

Accepted Answer

Huggg is completely free to use and it's free to send all vouchers and goods except for cash and energy vouchers, which have a per voucher fee.

Question 3

How do I set up an account?

Accepted Answer

Email disbursements@huggg.me or click here to let us know you'd like a Huggg account. We'll be in touch to find out a bit more about you, then send your sign up link as soon as you're ready to begin using Huggg.

Question 4

How long does it take to get started?

Accepted Answer

You can set up an account in minutes, top up using a credit card and start sending vouchers. If you need to transfer money via BACS first it can take 1-3 day for us to receive funds to your Huggg wallet.

Question 5

What retailer vouchers does Huggg offer?

Accepted Answer

Click here to see all the retailers you can access on Huggg.

Question 6

Can my team members use it?

Accepted Answer

Yes, as team admin you control who to invite or remove from the team. Give everyone access to the main Huggg wallet, or manage funds into discrete wallets for specific teams or colleagues to access separate pots.

Question 7

What can I send on Huggg?

Accepted Answer

You can send the following vouchers on Huggg: supermarkets, clothing, home essentials & furniture, school uniform, fuel payments & cash. You can also send these items direct to home: white goods and small appliances, furniture, heaters winter warm packs and insulation products.

Question 8

What happens if the link is not redeemed?

Accepted Answer

If your link is not redeemed, you get the money back. The sender controls the date for voucher links to expire. At the end of this date, funds from any expired links will return automatically to your Huggg wallet ready to be reused.

Question 9

How do I pay for vouchers?

Accepted Answer

To pay for vouchers, your Huggg wallet can be topped up with a credit card or bank transfer e.g. BACS. Funds in the wallet can then be accessed by team members or a Team Admin can divide funds into sub wallets for separate funding pots if you wish.

Question 10

Is this the right Huggg for councils and charities?

Accepted Answer

Yes. payments.huggg.me is the Huggg platform for councils, housing associations and charities delivering welfare and hardship support. For employee or client gifting, visit huggg.me.

Question 11

Can Huggg support Household Support Fund (HSF) and Crisis and Resilience Fund (CRF) schemes?

Accepted Answer

Yes. Huggg supports delivery of Household Support Fund and Crisis and Resilience Fund schemes using voucher, cash and essential goods pathways with reporting visibility.

Question 12

Can Huggg support Free School Meal vouchers, heating support and white goods provision?

Accepted Answer

Yes. Huggg can support Free School Meal voucher programmes, heating and energy support, and essential household goods including white goods.

Frequently asked questions