Freezing a reward allows you to pause redemption while you investigate errors or concerns. With Tango, you can freeze and unfreeze a fully unredeemed Reward Link® for up to five (5) calendar days after the reward is issued. The five-day window may be customizable. Contact your Customer Success Manager (CSM) at success@tangocard.com for questions.

A reward can be frozen and frozen as many times as necessary as long as it’s within a valid timeframe after the original date of issuance. Once a reward is frozen, the system will automatically unfreeze it after 48 hours if no other action is taken.

For our cancellation policy, refer to Tango Cancellation Policy. To freeze a reward after the allowable time, contact your Customer Success Manager (CSM) at success@tangocard.com.
 

See how you can Send digital rewards with Tango. To learn about the Line Items tab, refer to our document View Line Items in Tango Orders.

 

Required permissions to freeze and unfreeze rewards

Before you continue, make sure the user permissions in your Tango account match the following list at the least:

Action	Permission
Orders placed by themselves	Manage (orders placed by you)
Orders placed by others	Manage (orders placed by other users)
Freeze reward	Selected

See Roles and permissions in Tango.

When to freeze a reward?

Use these common scenarios to decide when to freeze a reward:

 

Action	Permission
Wrong recipient email address	Did you send a Reward Link to the wrong person? As long as the Reward Link remains fully unredeemed, you have up to five days to: Freeze the reward and investigate what happened. Cancel the reward. See Cancel and reissue rewards. Cancel and reissue a new reward with the correct email address. See Cancel and reissue a reward.
Incorrect reward value	After receiving their Reward Link, a recipient claims their reward amount was wrong. As long as the Reward Link remains fully unredeemed, you have up to five days to: Freeze the reward and confirm the intended amount. Unfreeze the reward if the correct amount was sent originally. Cancel and reissue a new reward to the original recipient with the updated correct amount. See Cancel and reissue rewards for more information.

 

Freeze and unfreeze rewards

When you freeze a reward, it is temporarily locked and cannot be redeemed while you investigate the issue. Unfreeze it within the allowable time window to let the recipient redeem it. If you do not take further action with the frozen reward within 48 hours of freezing it, the system will automatically unfreeze it. See Automatic unfreeze by the system for more information.

 

To freeze a reward:

1. Sign in to the Tango portal.

2. Click Orders on the left menu.

3. Click the Line Items tab.

4. Search, filter, or scroll to find the reward in the list.

5. Click anywhere on the row to view the line item details.

6. Click Actions > Freeze reward.

7. Select a reason and click Freeze reward. A banner shows success. The reward is locked and cannot be redeemed until it becomes unfrozen.

To unfreeze a reward:

1. Sign in to the Tango portal.

2. Click Orders on the left menu.

3. Click the Line Items tab.

4. Search, filter, or scroll to find the reward in the list.

5. Click anywhere on the row to view the line item details.

6. Click Actions > Unfreeze reward for the frozen reward.

7. Select a reason from the drop-down list and click Unfreeze reward to confirm. A confirmation banner appears, and the reward becomes redeemable again.

 

Automatic unfreeze by the system

If you forget to unfreeze a reward, the system automatically unfreezes it 48 hours after it is frozen. You can change the default 48-hour window to a 24-hour window per your business needs. Contact your Customer Success Manager (CSM) or success@tangocard.com for help.

Email reminders are sent to the user who initially froze the reward:

• 24 hours after the reward is frozen

• 8 hours before the automatic unfreeze

• 2 hours before the automatic unfreeze

Once the reward is automatically unfrozen, you receive an email notification.

If you must continue to keep this reward frozen after it is automatically unfrozen—for example, due to a fraud investigation—follow the freeze process above to manually freeze it again. You can freeze a reward as many times as necessary within the allowable time window.

If you freeze a reward and the end of the 48‑hour window falls outside of the five‑day self‑cancellation window, you can still manually unfreeze the reward at any time until the 48‑hour period ends. Once the reward is unfrozen, if you are outside the five‑day window from issuance, you will be unable to self‑cancel the reward, even if the freeze period started before the five‑day window expired.

If you must continue to freeze this reward after it’s unfrozen, for any valid reason such as fraud investigation, follow the freeze process above to manually freeze it. You can freeze a reward as many times as necessary within the allowable time window.

 

 

More resources

• See Send digital rewards with Tango

• See Default user roles in Tango portal

• See Send rewards FAQ

• See Tango Cancellation Policy