Here are the most frequently asked questions about ordering or sending a reward with Tango:
Q: How do I send rewards with Tango?
Using Tango portal, you can send rewards:
To explore other methods and solutions, see Place orders in Tango.
Q: What email address is used to send rewards to recipients?
Rewards are sent from noreply@tangocard.com. We recommend recipients check their spam folders and make sure there are no filters blocking messages from noreply@tangocard.com.
Q: How do I know what method is used to send my reward?
Below is a list of identifiers that appear at the beginning of each reward's Order ID. To learn different ways to send rewards with Tango, see Place orders in Tango.
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Identifier
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Description
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| RG | The rewards are sent through Tango portal by email or mail delivery. |
| BE | The rewards are sent through Blast External (BE) or bulk upload for 15-50,000 recipients per order. |
| RA | The rewards are sent through Tango API (RaaS® API). Note that Tango API users see the two-letter identifiers when they use one of the following endpoints:
GET {URI}/lineItems under "OrderSource"GET {URI}/orders/{referenceOrderID} under "orderClientSource"
For example in GET {URI}/lineItems"orderSource": "RA" the order source is returned as Tango API, and in GET {URI}/orders/{referenceOrderID}"orderClientSource": "SF" the order source is returned as Salesforce. |
| CI | Codes Internal (CI) is when rewards are sent manually by the Tango Orders team. Contact your Customer Success Manger (CSM) or success@tangocard.com if you are interested in working with the Tango Orders team to send rewards. |
| QW | Rewards Links are sent via Qualtrics (QW) or Tango integration. Contact your Customer Success Manger (CSM) or success@tangocard.com if you are interested in integrating Tango with Qualtrics. |
Q: Where do I see the Notes field in the recipient's reward email?
The Notes field (when sending rewards) and Customer Notes (in the bulk order upload file columns) are internal. End recipients won't see the note field in their reward email. See Send digital rewards with Tango and Send bulk rewards with Tango.
Q: Can I schedule my rewards to be sent at a later date?
Yes. You can purchase a digital Reward Link® or a Global Choice Link now and send the delivery email later. You can schedule rewards delivery starting one week from your preferred delivery date, and up to 90 days out. See Send rewards with scheduled delivery. Orders including any other rewards besides the Reward Link and Global Choice Link cannot be scheduled currently.
Q: Can I send rewards by text instead of email?
Yes. Tango supports mobile reward delivery, allowing you to send digital rewards directly to mobile recipients via text message (to their U.S. or Canadian mobile numbers). To use text for delivery, you must enable mobile reward delivery for your platform. See Enable mobile reward delivery.
Q: Can I send physical cards instead of digital rewards to my recipients?
Yes. You can redeem rewards for physical cards in two ways:
- A Reward Link® with physical redemption options can be sent digitally to recipients and allows them to redeem their reward for a digital or physical gift card.
- A Printed Reward Link with physical redemption options can be sent to recipients through the mail. It'll include instructions for redeeming a digital or physical gift card.
- Certain brands can be sent as physical cards to recipients in bulk. See Send bulk physical rewards with Tango.
If you're interested in adding either of these options to your Tango catalog, or to discuss other physical reward offerings, contact your Customer Success Manager (CSM) or success@tangocard.com.
Q: Are there any fees to resend rewards?
No. There are no additional fees to resend rewards. Resending a reward simply means resending the original reward email. It does not create a new order, and no additional charges are applied. You can only resend to the original recipient. Redirecting to a new recipient is not allowed and violates Tango’s terms. If the recipient no longer has access to their original email, users with Manage permissions can resend to a different email address of the same recipient. Learn more in Resend Reward Emails.
Q: Can I customize what brands a recipient can redeem with their Reward Link?
Yes. we can help you create a custom Reward Link. For a one-time $450 fee, a custom Reward Link lets you customize your gift card redemption catalog as well as a custom redemption page, verbiage, and brand imagery. Learn more in Customize your Reward Link.
If you're interested in getting started with your own custom Reward Link, contact your Customer Success Manager (CSM) or success@tangocard.com.
Q: Can I still cancel, or cancel and reissue the reward past the five (5) days allowed?
No. You cannot self-cancel a reward outside the five-day window. Contact your Customer Success Manager (CSM) or success@tangocard.com with a valid reason for cancellation. For our cancellation policy, refer to Tango Cancellation Policy.
Q: Why can’t I cancel or cancel and reissue a reward even if I just issued it?
Check your permissions in Required permission. You must have the right permissions to cancel or cancel and reissue. Also, you can only cancel or cancel and reissue fully unredeemed Reward Links, Promo Links, and Disbursement Links. You cannot cancel direct brands or open loop cards.
Q: I ordered the wrong currency. Can I cancel and reissue the reward with the correct currency?
No. You can only reissue the same reward with a different amount, email, or recipient name. A different currency can’t be reissued in the same instance. Cancel the wrong currency order and then create a new order with the correct currency.
Q: Can I cancel a Promo Link if it has been activated?
Yes. You can self-cancel a fully unredeemed Promo Link within five (5) calendar days of sending it. Only the first issuance of a Promo Link can be canceled. After the five-day window, cancellation is not guaranteed and requires contacting Tango support or your Customer Success Manager (CSM) or success@tangocard.com .
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If the Promo Link has been activated or partially redeemed, it cannot be canceled.
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If it has been reissued already, it cannot be canceled or reissued again.
Q: What type of rewards can I cancel?
You can cancel or reissue fully unredeemed Reward Links, Promo Links, and Disbursement Links within 5 calendar days of issuance or before scheduled delivery.
Q: I have permission to cancel the reward and I’m still within the allowed timeframe, but it’s not allowing me to cancel and reissue.
You can only cancel fully unredeemed Reward Links, Promo Links, and Disbursement Links. You cannot cancel or reissue Printed Reward Links, direct brand gift cards, or open loop cards.
Q: I have frozen a reward to investigate and I noticed an error on day six (6). Can I still cancel the frozen reward?
No. You cannot self-cancel a reward outside the five-day window. Contact your Customer Success Manager (CSM) or success@tangocard.com with a valid reason for cancellation.
Q: I have frozen a reward. Can I manually unfreeze it after five (5) days?
Yes. Once a reward is frozen, you have 48 hours before it will automatically unfreeze. If you freeze the reward on the fifth day after issuance, you will still have two full days to manually unfreeze the reward, or you can wait for the automatic unfreeze on day seven.
Q: Can I cancel a Promo Link that has been activated?
Yes. However, you can only cancel and reissue the first issuance of a Promo Link.
Q: Is there a limit to how many times I can request cancellations?
No. We currently have no limits in place but we reserve the rights to refrain from cancellation if we suspect the feature is being abused. See Tango Cancellation Policy.
Q: If I freeze a reward due to potential fraud, do I still get the standard two (2) days to investigate?
A freeze will automatically unfreeze in two (2) days, regardless of the reason. If you suspect fraud, we recommend to cancel the reward altogether as Freeze provides a short time to investigate. If you need more than two (2) days to investigate, Contact your Customer Success Manager (CSM) or success@tangocard.com for more help. See Tango Cancellation Policy.
Q: Can I freeze or cancel rewards in bulk?
No. You cannot freeze or cancel in bulk.
Q: Following a reward cancellation, do I see the funds back to my account immediately?
Yes. If you cancel through Tango portal, the funds are immediately refunded to your account. A cancellation through Customer Success Manager (CSM) can take up to 30 days to see the refund in your account.
If you reissue another reward with a greater value, the order fails unless you have sufficient funds in your account.
Q: Is the recipient notified when a reward is frozen or cancelled? What happens if the recipient tries to redeem a frozen or canceled rewards?
No. The recipient is NOT notified about a frozen or canceled reward in advance. However, when the recipient tries to redeem the reward, a message notifies them that the reward has been frozen or cancelled. They are required to contact the sender for more questions.
Q: Can I see which Tango user has frozen, cancelled, or reissued a reward?
Yes. As a Tango user with the right permission, you can see which user has frozen, cancelled, or reissued a reward. See History details under Orders > Line Items tab in Tango portal. See View Reward Link redemption history.
Q: Can I cancel and reissue or freeze and unfreeze rewards using Tango API?
No. The cancel and reissue or freeze and unfreeze are currently only available via Tango portal.
Q: Can I change the five-day window for freeze, cancel and reissue?
No. You cannot change the number of days. Contact your Customer Success Manager (CSM) or success@tangocard.com for more questions.
Q: When I freeze a Promo Link, do I pause the expiration date?
No. The expiration date still stands and the reward link will expire as scheduled.
Q: Where do I see the reward status for expired Promo Links?
There is a dedicated Status column to show the reward status of an order or line item. If a Reward is expired the Reward Status will reflect Expired within the line item. Upon selection of the line item, the user will be able to view the expiration date with the Reward Details. See Reissue Promo Links™.
Q: Can I freeze or cancel and reissue a Promo Link that is reissued once but expired?
No. Once a Promo Link expires, we deduct 25% of unredeemed funds of an expired Promo Link and return the rest. If reissued, however, we charge $0.25. The reissue must be sent to the same person. There is no time limit to when a Promo Link can be reissued. A Promo Link can be reissued up to 5 times. A new redemption URL is issued with each new issuance.
Q: When I cancel and reissue a Promo Link does it count against the maximum number of reissues?
No. It does not.
Q: Is there a fee to reissue a Promo Link?
Yes, reissuing a Promo Link that’s expired costs the same amount as sending a new one: The face value of the card plus a $0.25 issuance fee. For example, a $100 Promo Link costs $100.25 to reissue.
Q: When I cancel and reissue a Promo Link, do I get a brand new Promo Link that doesn't share the expiration history with the original one?
No. The new Promo Link has a new expiration date, but it has a link to the original issuance of the Promo Link.
If the “Proceed to Checkout” or “Add to Cart” button is grayed out when adding rewards, not all required information for the rewards may have been filled out, or a field might contain invalid characters. Try the following steps:
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Ensure all required fields for your rewards have been filled out: the recipient's first name, email address, and the reward amount.
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Check the required fields do not have extra spaces before or after the entered text.
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If you copied and pasted recipient information like email addresses, try typing them instead.
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Log out of Tango, clear your browser's cache and cookies, then log back in. You will need to re-select the rewards and fill out their information again before checking if you can add them to your cart.
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If issues persist, use the chat agent at the bottom right of the screen to contact our support team
Q: Why do I see a pink banner saying “Oops! Something went wrong…” after clicking Place order?
You may reach the checkout page and click "Place Order," only to see a pink banner at the top of the screen: "Oops! Something went wrong..." This can occur due to a genuine error in generating rewards, requiring you to place the order again. Try the following steps:
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Check if the rewards you are trying to send are affected by an outage by visiting the Tango Rewards Status page at https://rewardstatus.tangocard.com.
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Review the Orders page in the left menu to see if a new reward order was placed; the most recent orders appear at the top.
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Verify if any funds were withdrawn from your Tango Account by checking its balance.
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Check Funding history if you used the Pay at Checkout feature.
Once you confirm that the order wasn't placed and identify any outages affecting reward sending, adjust your order as needed and try sending the rewards again. If issues persist, use the chat agent at the bottom right of the screen to contact our support team.
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