Overview

When a customer reports a missing Tango gift card reward, or a reward went to the wrong email address, you can often resolve it by resending the same existing reward rather than cancelling it or issuing a new one. This page covers how to check a Tango reward's status, resend it to the same or a corrected email address, and what to do when a reward is stuck in a Trying to Fulfill state.

This page is specific to Tango gift card rewards (including Promo Link and other Tango products). For the general reward-inquiry workflow, see How to Investigate a WISMR Request. To set up or fund Tango rewards, see How to Reward with Tango Gift Cards. For Tango cancellation limits, see General Information About Tango Gift Cards.

Identify the Reward

Every Tango reward has a Partner ID (the partner_reward_id), for example RA260720-4353638-41. This is the key identifier used to look up the reward in Tango, so include it in any support request.

Confirm you are referencing the Partner ID and not the Extole reward ID. The Partner ID is sometimes referred to as a UID or Order ID, so align on which identifier you are sharing to avoid delays.

Check the Reward Status First

Before resending, confirm the current status of the reward:

1. Click User Support in the sidebar and search for the person.
2. Click the person's email to open their profile, then scroll to the Rewards section.
3. Click the reward to open the Reward Details page and review its status.

The two most common Tango reward statuses are Sent and Cancelled. Extole cannot show whether a delivered gift card has been redeemed — redemption status is not available in the platform.

Resend to the Same Email Address

If the reward should go to the email already on file, with no destination change, start with Resend in My Extole. Split the answer by audience: the client only gets the self-serve step; Extole works a longer investigation order if that fails.

What to Tell the Client

Tell the client only this:

1. In My Extole, open User Support, find the person, open the reward, and for a Sent reward click Resend.
2. Ask the recipient to check inbox and spam/junk for the Tango reward email (often from [email protected]).
3. If Resend is missing, fails, or the email still does not arrive after they try, reply to support with the person email (or Partner ID) and what they tried.

Do not ask the client to use the Tango Portal, run reports, or check SendGrid.

The Resend button in Extole redelivers using the destination already associated with that Tango order. It does not change the destination address.

Extole Investigation Order (After Client Self-Serve)

When the client reports that My Extole Resend failed or the recipient still cannot find the email, Extole works these steps in order. Do not skip ahead, and do not put steps 2–5 in the client-facing reply.

1. My Extole Resend — Confirm the reward is Sent, retry Resend on the Reward Details page, and note whether the UI action succeeds.
2. Tango Portal Resend — Look up the reward by Partner ID in Tango and resend the same reward to the same email (Actions → Resend).
3. Email Send Results by Email — Run the Email Send Results by Email report for that recipient and time window to confirm whether a send was recorded.
4. SendGrid — Check SendGrid for that send (delivered, bounced, dropped, deferred, or missing).
5. Engineering — If steps 1–4 still do not explain or fix delivery, escalate to Engineering with Partner ID, Extole reward id, what each prior step showed, and links or exports from the report and SendGrid.

Resend to a Corrected Email Address

Yes — for Tango rewards, the same issued reward can be resent to a corrected email address when the original email was a typo or has been updated. You do not need to cancel the original reward or issue a replacement makegood first.

Resending to a different email address is handled by the Extole team in Tango (not by clicking Resend in My Extole after editing the profile). Contact [email protected] and include the details below.

Check Both Email Addresses in Extole

Before you contact support, search User Support for both addresses:

Ask the requester what they want done with the incorrect email or profile once the reward has been delivered to the correct address.

What to Send to Support

Include:

• The reward's Partner ID (for example RA260720-4353638-41)
• The incorrect email address
• The correct email address
• Whether both profiles exist in Extole, and what you want done with the incorrect profile

What Extole Does in Tango

Extole looks up the reward in Tango by Partner ID and resends it to the corrected address:

1. Open Tango and look up the reward using the Partner ID.
2. Open Actions and click Resend.
3. In the window that appears, enter the reason the delivery failed and choose the appropriate reason.
4. Under the email address field, replace the incorrect address with the correct one.
5. Click Resend.

That action resends the same Tango reward to the corrected email. After the Tango resend succeeds, Extole can update or clean up the person profile in Extole as agreed with you.

🚧

Do Not Use Extole Resend to Change the Destination Email

Updating the person email in Extole and then clicking Resend on the Reward Details page still delivers to the original Tango destination. Destination changes must be done with Resend in Tango. Update the Extole profile only after the Tango resend (or as part of the agreed cleanup).

Cancel and Reissue a Reward

Some customers request that a reward be cancelled and reissued. Whether this is possible depends on the gift card type:

• Amazon gift cards cannot be cancelled, and their redemption status cannot be determined.
• Other gift card types (for example certain Visa or Mastercard products) can be cancelled only if they have not yet been redeemed, and only under Tango's cancellation policy.

Cancellations are handled through Tango, so contact [email protected] to request a cancellation and reissue. Tango sends an email confirmation once a reward is cancelled, and Extole can confirm the cancellation directly in the Tango history.

Before requesting a cancellation, consider whether it is necessary. If the goal is to reach a corrected email address, resending the existing reward in Tango is the preferred path — see Resend to a Corrected Email Address.

Rewards Stuck in Trying to Fulfill

A reward enters the Trying to Fulfill state when Extole cannot complete fulfillment automatically. Extole retries fulfillment up to five times; if every attempt fails, the reward stops retrying and needs manual attention.

Find the Cause Before Retrying

Do not click Retry until you know why the reward is stuck. The most common causes are:

• The account is out of reward funds.
• The hourly reward limit was exceeded.
• The daily reward limit was exceeded.

If the Account Is Out of Funds

If the account has run out of reward funds, no retry will succeed until funds are added. Do not keep retrying. Add funds first (see How to Reward with Tango Gift Cards), then retry the reward.

If an Hourly or Daily Limit Was Exceeded

If an hourly or daily reward limit caused the reward to stop, you can fulfill it by temporarily adjusting the limit:

1. Navigate to Rewards and locate the reward configuration.
2. Temporarily increase the hourly or daily reward limit.
3. Return to the individual reward in the Trying to Fulfill state and click Retry.
4. Confirm the reward is sent successfully.
5. Immediately return to the reward configuration and restore the original limits.

🚧

Changing Reward Limits Is Risky

Raising a reward limit can allow additional rewards to be sent unintentionally. Only adjust limits when necessary, and restore the original values as soon as the intended reward has been sent.

Quick Reference

For help with any of these requests, contact [email protected].