thread Re: Customer bought online gift card, but says they can’t access it via their email in Customer Engagement

How to Resend eGift Card

Pego145 — Tue, 30 Dec 2025 22:03:08 GMT

The title of this thread has been edited by a Square Moderator from the original: "Customer bought online gift card, but says they can’t access it via their email"

Customer says they deleted all email day they purchased gift card, and no longer has access to that email. How can they retrieve that gift card?

Re: Customer bought online gift card, but says they can’t access it via their email

_Violet — Tue, 30 Dec 2025 22:02:13 GMT

Hi @Pego145 - I see this is your first post in the Square Community so I'd like to officially welcome you! 🎉👏

You can resend an eGift Card from your Square Dashboard or the Square app.

From Square Dashboard:

Sign in to Square Dashboard and go to Items & services (or Items & menus or Items & inventory) > Gift cards.
From the Overview screen, search for the eGift card sale by entering the gift card number or selecting a timeframe from the date range selector.
Select the transaction and click Resend.
Enter the recipient’s email address or phone number and click Resend.

From Square App:

Tap More > Reports.
Tap Gift Cards.
Select the eGift card, then Resend eGift card.

I hope this information is helpful, but please do let me know if you have any additional questions 🙂

Re: Customer bought online gift card, but says they can’t access it via their email

Vanessa-1 — Sat, 03 Jan 2026 21:54:52 GMT

There isn’t any option to resend, only “clear balance”.

Re: Customer bought online gift card, but says they can’t access it via their email

Vanessa-1 — Sat, 03 Jan 2026 21:57:35 GMT

Re: Customer bought online gift card, but says they can’t access it via their email

Vanessa-1 — Sat, 03 Jan 2026 21:58:30 GMT

When go to “activity” it just showed the transaction and to send a receipt, not the gift card.

Re: Customer bought online gift card, but says they can’t access it via their email

_Violet — Wed, 07 Jan 2026 20:43:18 GMT

Hello @Vanessa-1 👋

You should see the option to "Resend eGift Card" right next to "Clear Balance".

Does the gift card you're looking at still have a remaining balance, or is it $0.00? That may be why you aren't seeing the option to resend it. If there's no balance on the card, you and the customer can reload it by following the instructions here.

I hope this helps, but let me know how this goes for you. If you need any further assistance, please contact our support team here, as we're unable to view your account and gift cards via the Square Community.

Re: Customer bought online gift card, but says they can’t access it via their email

RoxanneHBB — Sun, 11 Jan 2026 04:20:03 GMT

I'm having the same issue, and there is no "Resend eGift Card" button next to "Clear Balance." It's just not there where it is in the image you attached. My only option is the send a receipt, but that doesn't seem to include the QR code or bar code.

Re: Customer bought online gift card, but says they can’t access it via their email

_Violet — Fri, 30 Jan 2026 20:14:27 GMT

Hi @RoxanneHBB 👋

If you're not seeing the option to resend the gift card, I recommend reaching out to our Support Team, so they can take a look into this specific gift card with you on your Dashboard, and determine why the option isn't there, as we cannot view your account and transactions here in the Square Community.

Re: Customer bought online gift card, but says they can’t access it via their email

Syost — Wed, 04 Feb 2026 16:28:17 GMT

I have a related question… is there anyway to print out e-gift cards from a receipt printer at the time of purchase instead of emailing them? Our customer base is older and many of them don’t have access to email or a printer. Our manager currently has been emailing them to herself and then printing them out for the purchaser later, but it would be nice if we could print out a redeemable printout at the time of purchase.

thanks!