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Help I used my gift card to make a booking, but my transaction got stuck

I tried to make a booking, but it did not come through. Now I've lost my credit/balance. What should I do?

Support Online avatar
Written by Support Online
Updated over 2 weeks ago

Important Information

Do not attempt to use or redeem your gift card code unless you are 100% certain you want to complete the transaction. Gift card codes are processed immediately once applied to the redemption box and you click 'Submit'. Please apply your gift code only when you are sure you want to proceed with your booking.

Checking Your Balance

If you wish to check your balance or credit, go to your My Account Page and click on the My Dashboard tool. You can enter the gift card code there to check the balance.

If Your Credits Are Stuck in the Basket

If you've already added your gift card credits to a basket but don't wish to complete the transaction, you must click 'Remove from basket' to revert your credits.

If you closed the basket page without removing the items, you will need to:

  1. Retrieve the email titled "Order Ref - XXXXX" that was sent to you.

  2. Click on the link in that email to go back to your basket page (even if it appears empty).

  3. Once on the basket page, first click 'OK' if you receive an error message.

  4. Then, immediately click the 'Remove from Basket' button. This action will automatically revert your credit.

Please check if you can remove the item from the basket as per the screenshot example below. First click 'OK' upon receiving the below error - then be sure to swiftly click 'Remove from Basket' button.

Your credit will be automatically reverted by this action. To accurately see your updated credit amount, always log out and then log back into your account before checking your 'Account / My Dashboard'.

Should you still encounter issues, please contact us for assistance.

Updated: July 2025

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