Check out our most frequently asked questions to get you started with Tango:
Q: What is the recommended browser for Tango?
We support newer versions of modern browsers such as Chrome, Edge, Firefox, Opera, and Safari.
Q: What URL do I use to log in to Tango portal?
Copy and paste https://tango-portal.tangocard.com/login in your browser. We recommend you bookmark this URL for future visits. See Sign in to Tango portal.
Q: Why am I not able to log in to Tango portal?
If you're experiencing issues signing in to your Tango portal, try the following steps:
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Confirm you use the correct login method: username and password, Google account, or SSO. These methods are not interchangeable. See Sign in to Tango portal.
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Ensure you have user accounts in both the Tango portal and your Identity provider (IdP) such as Okta, Azure, etc., using the same email address. Contact your organization’s admin for assistance.
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Clear your browser's cache and cookies, refresh the login page, and try signing in again.
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If you use a username and password to sign in, try resetting your password using the Forgot Password link. Read more about how to Reset your password .
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Confirm your network's security settings allows all domains, URLs, IP addresses, and email addresses associated with Tango. Update security settings to receive emails from Tango.
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Try to sign in when connected to another network or use a different device.
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If signing issues persist, contact your Tango portal admin to delete and re-add your user profile. You will receive an invitation email to re-register for Tango and sign in with updated user information.
Q: My Tango invite is expired. What can I do?
A Tango invite is sent to the new user's email when their profile is created. The invite expires in seven days if it is not accepted. If your invite is expired, reach out to your Tango administrator to have your invite resent. If you don't know who your Tango administrator is, email success@tangocard.com. See our documents below for more help:
Q: What email address are rewards sent from?
Rewards are sent from noreply@tangocard.com. Check your spam folder and ensure no filters block messages from noreply@tangocard.com.
Q: Is there a character limit for email messages sent with rewards?
Yes. The email message body can have a maximum 3,000 characters.
Q: Can I download my order history to a spreadsheet?
Yes. Tango allows users with the required permissions to generate and download reports. You can download the reports from two places:
Q: How can I tell if a recipient has redeemed their reward?
You can check if a recipient has redeemed their reward by viewing Redemption History in the Tango portal. This section provides details such as the amount issued, creation date, account details, and reward status. To access this information, go to Orders or Line Items page and check the History tab under any order or line item in your portal. See View redemption history .
Q: I sent a reward to the wrong email address. Is there a way to resend it to a different address?
Yes. You can resend a reward email if the recipient lost or deleted the reward, but only under certain conditions: resending does not create a new order or incur fees, and you cannot change the brand, value, or message. Redirecting a reward to a new recipient is strictly prohibited. Physical gift cards cannot be resent. See Resend rewards.
You need a “manage” permission for Order History to resend a reward to a different email address of the same recipient. With “view” permission, you can resend to the original email address only. See Configure user permissions and access level.
Q: Are there fees for resending a reward?
No. Resending a reward incurs no additional fees. The same reward information is sent to the recipient at the same or a new email address without charge. See Resend rewards.
Q: Can I customize what brands a recipient can redeem with their Reward Link?
We can help with the creation of a custom Reward Link. For a one-time $450 fee, you can customize Reward Link’s gift card redemption catalog, redemption page, verbiage, and brand imagery. See Customize a Reward Link®. If you're interested in getting started with your own custom Reward Link, email success@tangocard.com.
Q: Can I change the phone number that my MFA code is sent to?
Yes. You can preemptively deregister the phone number used for multi-factor authentication (MFA) verifications on your user account, but only while logged into Tango. See Set up MFA (Tango portal users).
If you are not logged in to Tango:
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If your phone number has changed and you cannot receive MFA verification codes or log into Tango, contact your platform administrator(s) to delete and re-add your user profile.
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If you are the sole administrator on your platform and need to update your MFA registration with a new phone number, contact a Customer Success Manager at success@tangocard.com.
Q: Can I disable MFA?
No, you cannot completely disable MFA for non-SSO logins. MFA is required for all users who log in without Single Sign-On (SSO). However, Tango portal admins can manage MFA methods for the organization. By default, all MFA methods (authentication app, email, phone) are enabled, and admins can disable specific methods as long as at least one MFA method remains active for security. If you use SSO, MFA can be bypassed because authentication is handled by your Identity Provider. See Manage MFA (Tango portal admins).
Q: I don’t get SMS texts with verification codes when I try to sign in or click Re-send SMS. What can I do?
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Wait at least one minute before re-sending; SMS delivery can be delayed. There may be a slight delay in SMS delivery.
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Check your phone number format (including country code) and confirm SMS is supported in your country.
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Check for outages on the Twilio Status Page.
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Contact your Tango admin to reset MFA or update your profile. Admins can reset MFA without deleting your account, allowing you to re-register your phone number.
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If SMS continues to fail, use an authentication app or email MFA as an alternative.
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If you are the only user or the only administrator on the platform, contact success@tangocard.com for further assistance.
Q: I have changed my phone number. Can I reset the MFA registration myself?
Yes. After logging into the Tango portal, go to My profile and click Reset Multi-factor authentication. See Set up MFA (Tango portal users).
Q: Why does Tango ask for my phone number?
Tango asks for your mobile phone number to send MFA (Multi-Factor Authentication) verification codes via SMS, which adds an extra layer of security to protect your account. MFA is required for non-SSO logins and cannot be fully disabled, but you can choose other MFA methods such as an authentication app or email if SMS is not available. Your phone number is used only for authentication purposes.
Q: Is there any alternative option for MFA?
Yes. Tango supports multiple MFA methods to secure your account. If SMS is not available or preferred, you can choose one of these alternatives:
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Authentication App (Recommended): Use apps like Google Authenticator to generate one-time codes. This is the most secure option.
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Email Verification: Receive a verification code via email.
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Phone (SMS): Receive a code via text message (available in supported countries such as the U.S., Canada, UK, etc.).
If you already have a Tango user profile and need help switching MFA methods, contact your Customer Success Manager (CSM) or success@tangocard.com. If you are a new user and don’t yet have a Tango platform, you can discuss MFA options during a demo or signup process:
Q: Why do I get errors when registering MFA?
If you encounter issues when registering for MFA or using the code received, try the following steps:
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Check your phone number format (including country code) and confirm SMS MFA is supported in your country.
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Wait 60-90 seconds before re-sending the code; SMS delivery can be delayed. Check your spam or blocked messages folder.
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Enter the code within 10 minutes of receipt; codes expire quickly.
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If you still don’t receive a code, contact your Tango portal admin to reset MFA. Admins can reset MFA without deleting your account, allowing you to re-register your phone number.
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If you don’t know your admin or you’re the only user, reach out to your Customer Success Manager (CSM) or success@tangocard.com for assistance.
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If SMS continues to fail, use an authentication app or email MFA as alternatives.
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