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Activation Issues
If you’re a retail, digital, banking or distribution partner experiencing issues with voucher activation, validation or transaction processing, please contact the Stellr Helpdesk and we’ll assist you as quickly as possible.
Contact HelpdeskCommon Examples
- Voucher not activated
- No code or PIN received
- Activation error message
- Card validation issues
Redemption Issues
If you’re a consumer experiencing issues redeeming a voucher or accessing a product or service, support is provided directly by the relevant brand or content partner.
Get Redemption HelpCommon Examples
- Invalid redemption code
- Code already redeemed
- Account-related issues
- Platform access issues
Frequently asked questions
Where can I buy digital products?
Digital products and vouchers are available through leading retail stores, participating online platforms, apps and banking partners.
How will I receive my voucher?
Depending on the purchase channel and your chosen method of receipt, vouchers may be printed on a receipt, sent via SMS, email, in App or on What App or delivered digitally through the platform used for purchase.
My voucher wasn't activated. What should I do?
Please contact the Stellr Helpdesk and provide your voucher details, proof of purchase, and any relevant information to help resolve the issue.
I haven't received my code or PIN.
Start by contacting the support team through the channel where you purchased your voucher.
If you’re unable to resolve the issue or don’t receive a response, please contact the Stellr Helpdesk and we’ll point you in the right direction.
My code says invalid or inactive.
If the voucher hasn’t activated correctly, please contact the Stellr Helpdesk.
My code says it has already been redeemed.
Please contact the global or local brands directly, as redemption-related queries are handled by the content provider.
Where do I redeem my voucher?
Redemption instructions are provided by the global or local brand and can also be found in the support guide. (Provide a link to the document with all the content partner contact details)
Do I need an account to redeem my voucher?
Some content partners require an account before a voucher can be redeemed. Please refer to the relevant redemption instructions for the specific product or content partner.
Can I use multiple vouchers on one account?
This depends on the content partner. Please refer to the relevant redemption instructions or support guide.
What should I do if I lose my receipt with the PIN?
Your voucher code or PIN should be treated like cash. If it is lost, shared or deleted before redemption, it may not be possible to recover the value associated with the voucher.
If your voucher was delivered by email, SMS, online platform or banking channel, we recommend keeping a copy of the voucher code and proof of purchase until the voucher has been successfully redeemed. Be sure to check your spam or junk folder if you’re unable to locate a voucher delivered electronically.
Your receipt or proof of purchase may also be required for support-related queries.
Are vouchers available in different denominations?
Yes. Available denominations vary depending on the product and where you purchase it.
Some vouchers are available in set amounts, such as R100, R250 or R500, while others allow you to choose your own amount within a specified range.
Can I use part of my voucher and save the rest?
This depends on the specific product and content partner. Please refer to the product terms and conditions provided on the back of the card, your receipt, SMS or email for more information.
Can vouchers expire?
Yes. As specified in the Consumer Protection Act, gift cards and vouchers are generally valid for three years from the date of purchase. However, some products or promotions may have different expiry dates, so it’s always best to check the terms and conditions of your voucher.
Can I use my voucher internationally?
Most of our gift card or vouchers are country specific.
Can I check the balance of my voucher?
Balance availability depends on the specific content partner and product type. Please refer to the redemption instructions for the relevant brand provided on the back of the card, your receipt, SMS or email for more information.
Can I exchange or refund a voucher?
Vouchers are generally non-refundable and non-exchangeable unless required by law or stated otherwise by the content partner.