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Gift Card Order Stuck in Pending or Not Delivered

What to do when your gift card purchase is stuck in pending, funds were deducted but no card arrived, or your order never completed.

If you purchased a gift card in Motivosity and it's still showing as pending — or you never received the card — here's what's happening and how to resolve it.

Why is my gift card order stuck in pending?

When you place a gift card order, it goes through a brief processing step with our gift card provider, Tango Rewards. Most orders complete within a few minutes. An order may stay in pending if:

  • The order is still processing on Tango's side (usually resolves within 1 hour).

  • There was a delivery issue — the redemption email may have gone to spam, or the email address on file was incorrect.

  • Tango experienced a temporary stock or availability issue with that specific card.

  • There was a payment processing error during checkout.

Step 1: Check your Orders page

All of your gift card purchases — including their current status — are in your Orders page:

  1. Tap your profile picture in the top right corner of Motivosity.

  2. Select Orders.

  3. Find the gift card order and check its status. If it shows Successful, tap View to see your redemption code.

Step 2: Check your email (including spam)

Redemption codes are also sent by email when an order completes. Check your spam or junk folder for an email from Tango Rewards. If you find it there, mark it as 'not spam' for future orders.

Step 3: Resend the redemption email

If the order shows as Successful but you never received the email:

  1. Go to your Orders page and find the gift card.

  2. Tap Resend — this sends a fresh copy of the redemption instructions to your Motivosity account email address.

Still stuck after 1 hour?

If your order has been pending for more than an hour and the steps above didn't help, contact Motivosity Support. Include:

  • The name of the gift card (e.g. Amazon, DoorDash, Tim Hortons)

  • The amount and date of purchase

  • A screenshot of the pending order from your Orders page

Our team will investigate with Tango Rewards and either complete your order or issue a refund of the deducted funds to your spending balance.

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