Check out our most frequently asked questions about bulk physical and digital orders and templates here:
Q: How do I send multiple rewards in bulk?
- To send multiple digital or printed rewards in a bulk order, you need to:
- Download the bulk order template for email or mail delivery.
- Enter the rewards and recipients information to create a bulk order file.
- Upload your bulk order file back to the Tango portal. The rewards are added to your cart.
See Send bulk digital and printed rewards with Tango.
- To send multiple physical rewards in bulk, see Send bulk physical rewards with Tango.
Q: Why do I get errors when uploading my bulk order file for digital rewards?
When uploading a bulk order file for digital rewards, you may encounter errors or unexpected behavior. To troubleshoot bulk order upload errors, make sure your template is filled out correctly:
- The filename is unique and contains only alphanumeric characters (a-z, 0-9), dashes (-), and underscores (_).
- The file must be in a .csv or .xlsx format.
- All rows with reward and recipient information have the required columns filled out.
- The spreadsheet containing the reward and recipient information is in the first tab of the document labeled "Order".
- The columns originally included in the template have not been changed, removed, or added to in any way.
- Cells that have information in them do not have leading or trailing spaces in front or behind of the data.
- If your organization uses a Recipient Allow List, all recipient first names, last names, and emails in the bulk order template must match how they appear in the Recipient Allow List.
Q: Why is my digital bulk order upload not progressing or stuck at 0%?
You may see this error when a value in the ETID or UTID column is invalid or doesn't match the expected format.
- Make sure all ETIDs and UTIDs entered match the ETID and UTID key tabs at the bottom of your template.
- Confirm that the ETID and UTID columns haven't been switched.
- Check for any extra cells filled out in the ETID and UTID column outside of the order information, and clear them.
Q: Why do I get a bulk order error about invalid reward value?
All rewards have ranges of acceptable value based on the UTID. Check these tips:
- Make sure your reward amount column contains only numbers without currency signs.
- Check the UTID Key tab at the bottom of your bulk order template file for valid UTID values. Make sure the UTIDs in your Order tab fall within the accepted range.
Q: Why do I get bulk order errors about invalid email address?
The bulk order upload process checks the format of email addresses to make sure they are all valid.
- Check the formatting of your recipient's emails to make sure they all follow the right format: mailto:abc@xyz.com.
- Make sure there are no leading or trailing spaces in the email addresses, and verify that no stray spaces or characters have been added.
Q: Can I mix brands in the same bulk order template?
Yes. You can mix brands in the same bulk order template as long as they have the same delivery type. The rewards must be either digital such as: Choice products (Reward Link®, Promo Link, and Disbursement Link), gift cards, and prepaid cards (cash equivalent), or Printed Reward Links. Email and mail delivery have separate templates. Do Not include both email and mail delivery UTIDs in the same bulk order file to upload.
Q: Can I modify the columns in a digital bulk order template?
No. Do not add, remove, or change any of the existing columns in the digital bulk order template.
If the columns in a bulk order template is changed, you cannot upload the file to Tango successfully, or add rewards to your cart. Enter text into the Required and Optional fields of the bulk order template only. See Send bulk digital and printed rewards with Tango.
Q: How can we access bulk physical ordering UTIDS?
Contact your Customer Success Manager (CSM) or success@tangocard.com to add physical rewards to your catalog if it doesn't have them. See Send bulk physical rewards with Tango.
Q: Is there a fee for bulk physical orders?
Yes. Some physical prepaid items may have an issuance fee. Contact your Customer Success Manager (CSM) or success@tangocard.com for questions.
Q: What is the maximum number of rewards in a single order for Bulk Physical?
The maximum number of rewards in a single order for Bulk Physical is 5000. For more rewards, place another order in 5000 increments.
Q: Does Tango validate the physical delivery address?
There is no USPS validation of the address, however we offer the following validations:
- Google maps auto-suggestion based on the address you enter.
- Special character validation—to confirm characters used are allowed in all systems, and do not exceed character limits.
- Verification—the address entered is based in the US; Tango portal does not allow shipping to non-US addresses at this time.
Q: Can I use the scheduled delivery feature for Bulk Physical?
No, that is not in scope for this feature.
Q: Can I cancel or freeze my bulk physical order using the Tango portal?
No. Freeze, cancel, cancel and reissue are NOT available at this time for physical bulk orders. Contact your Customer Success Manager (CSM) or success@tangocard.com for questions.
Q: Are the cards sent for Bulk Physical all anonymous?
Yes. You can add a first name and last name for each address that you ship to. Cards are labeled with “Card Recipient” and cannot be personalized at this time.
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