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FAQ

UGO Wallet basics

What is UGO Wallet?

UGO Wallet is a digital wallet app that allows you to get reward points, and to store and use loyalty, gift, membership, and other cards on your smartphone. Plus, UGO Wallet lets you add, organize, and export your receipts.

How do I use UGO Wallet?

To watch UGO How To videos on YouTube, click here.

Will UGO Wallet work on my phone?

UGO Wallet is available for download on Android (6.0+) and iOS (9.0 and up).

Make sure your SIM card is in your phone.

Which loyalty cards, gift cards and membership cards can I use with UGO Wallet?

You can add any loyalty card (e.g. travel rewards, gas cards) to UGO Wallet and get points on the go. Or, add a gift card and use your balance at retailers. Add any membership card (e.g. gym cards, library cards) as well.

How can I make sure I have the most recent version of the UGO Wallet app?

To ensure you always have the latest version of the app, turn on automatic updates for the App Store or Google Play in the Settings menu of your phone.

I forgot my 5‑digit Passcode and I am locked out. Why? And what do I do?

After 3 failed attempts, you will be locked out of UGO Wallet and prompted to reset your 5‑digit Passcode. You will be prompted to enter your Wallet Password to continue and reset your 5‑digit Passcode.

Do I need to be connected to Wi-Fi or my cellular data network to use UGO Wallet?

If you've logged out of UGO Wallet, you'll need to be connected to either your cellular data network or Wi-Fi to log back in. If you've just minimized UGO Wallet, you can open it again without a data connection at any time.

You need cellular data or Wi-Fi to back up or restore cards, receive email receipts forwarded to your UGO Wallet, and back up receipts.

How do I set up Touch ID on UGO Wallet?

You can set up Touch ID in your phone settings if you have the latest version of the UGO Wallet app installed on an iPhone 5s, 6 or 6 Plus+, 7 or 7 Plus+ running iOS 8 or higher. Once set up on your phone, you can enable Touch ID during registration or in your UGO Wallet settings by following the instructions provided.

What do I do if my phone is lost?

If your phone is lost, please notify the merchants or providers of cards in your UGO Wallet. You can also call the UGO Customer Care Team to lock your UGO Wallet. Call us toll free at 1-844-838-1192 (Outside of North America 1-844-838-1195), orĀ email us. We are available Monday to Friday, from 9am to 6pm Eastern Time (ET). Don't forget to contact your wireless service provider.

How can I organize my cards in UGO Wallet?

Watch a YouTube video demo of how to organize your cards here.

I changed SIM card and now I can't use my UGO Wallet. What should I do?

Your UGO Wallet is linked to your SIM card so when you change it we will need to help you out. Please give our UGO Customer Care Team a call toll-free at 1 844-838-1192 (outside of North America 1 844-838-1195).

Can I get rid of all of my cards and paper receipts now that they're stored on UGO Wallet?

Don't destroy them! You never know when you may need to reference or use them in the future, so make sure to keep them safe.

How do I remove a card from UGO Wallet?

Watch a YouTube video demo of how to delete a card here.

Are there costs associated with using UGO Wallet?

UGO Wallet does not charge a fee for download or use of the app. Certain features in UGO Wallet require an Internet connection and standard data and text messaging charges from your wireless service provider may apply. Your credit or debit card issuer may impose fees or other charges when you purchase an e-gift card. Please check with your issuer for further information.

If I've qualified for an e-gift card as part of a promotion, how can I claim it?

To claim your e-gift card, go to the main menu in the top left-hand corner of the screen and choose Marketplace. Click on the e-gift card that's waiting for you to claim. Then, just choose Add or the + sign in the top right-hand corner of the screen.

Once you've claimed it, the e-gift card will appear in your main UGO Wallet screen, ready for you to use!

If you change smartphones, your e-gift card will be back in Marketplace, waiting for you to claim again. Just follow the instructions above a second time and the same balance will be available on your e-gift card.

How do I back up my cards?

To back up your loyalty, gift, membership, and other cards, go to the main menu in the top left-hand corner of the screen. Choose Settings, then UGO Cloud, and then Back Up.

Back Up can take a bit of time, especially if you've got a lot of cards. Remember not to click out of the screen until the backup is complete.

How to use loyalty, gift, membership, and other cards with UGO Wallet

How do I add cards or receipts to my UGO Wallet?

To add any card or receipt to your UGO Wallet, hit the + sign in the top-right hand corner of the main screen in your UGO Wallet. Follow the instructions from there!

How do I get reward points on a loyalty program with UGO Wallet?

Watch a YouTube video of how to collect points. Click here.

Why am I getting a barcode error when I scan some of my cards?

We currently support the most common barcode format. What this means is if you try to scan a barcode using a different format, you'll receive an error. If this happens, try manually entering both the card name as well as the card number. We support as many barcode formats as we can and we're working to add new ones.

How can I delete a gift card once I've used the balance?

Watch a YouTube video of how to delete a card here.

What is the Other category?

You'll see an Other card section in your UGO Wallet. You can add almost any card from your wallet to the Other category of UGO Wallet, if you'd like to be able to scan the digital barcode later or if you want to keep a digital copy as a backup for your convenience. Be careful not to add any government-issued ID (such as driver's licence, health card, passport, SIN card, etc.) and make sure the applicable store or organization will accept your digital version of the card.

Buying and sending e-gift cards

How do I use an e-gift card I've bought or received through UGO Wallet?

To use the card, just pull it up in the email you received or in your UGO Wallet and ask the merchant to scan the barcode. If you're making a purchase online, enter the card information.

I sent an e-gift card to my friend but they haven't received anything. What should I do?

Ask your friend to check for an email from UGO Wallet. It may be in a junk folder. If your friend is unable to find the email, double-check the email address you sent the e-gift card to. If the email address is correct but the email still cannot be found, please call UGO Customer Care toll free at 1 844-838-1192, Monday-Friday 9am-6pm ET and a UGO Pro will help you out.

Are there any limits associated with e-gift card purchases in UGO Wallet?

Per transaction limits may change based on the merchant and are indicated when you choose that merchant in UGO Wallet. Additional limits on the value or number of transactions may also apply.

Adding, storing and organizing receipts

How can I add and use receipts in my UGO Wallet?

It's easy! To add paper receipts, just take pictures of your receipts to create digitized versions to store in your UGO Wallet. To add email receipts, forward them to your receipt email address. Then you can categorize them, add notes, search, and export them as expense reports (.xlsx), spreadsheets for accounting software (.csv), or images (.pdf).

How do I add email receipts?

Just forward your email receipts to your receipt email address. They will automatically be saved as receipts.

Can I add receipts when I am offline?

Paper receipts can be added at any time. You can also forward email receipts at any time, but they will only be processed when you're online. All receipts are only backed up when you're online.

Do my receipts get backed up automatically?

Once a receipt has been successfully added to your UGO Wallet, it will be automatically backed up when you are online.

Can I export my receipts?

Receipts can be exported individually or in folders you have defined (such as personal or business expenses). They can be exported in PDF, CSV and XLS formats.

What can I do if a merchant keeps sending promotional emails to my receipt email address?

Promotional emails will be kept in your Email List for 30 days, after which they will be deleted automatically. When you open the emails, you can choose to delete them or save them for future reference as a receipt, although no receipt information will be populated. If you would like to unsubscribe from future email communications, you will need to contact the merchant directly.

Still have questions?

If you have a specific question about UGO Wallet, you can speak directly with a member of our UGO Customer Care Team. Email us or call us toll free at 1-844-838-1192 (outside of North America 1-844-838-1195). We are available Monday to Friday, 9am to 6pm Eastern Time (ET).

For any card account-related questions, please call the merchant or card provider.


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