Support

Everything below can also be reached from Settings → Help inside the app. If you cannot get into your account, email us and we will take it from there.

Common questions

Why can’t I send money?

Sending money requires identity verification, which Canadian law requires of us before you can move funds. Until you verify, your account can receive gifts but not send them. Go to Settings → Verify Identity and have a government photo ID ready. Verification usually completes in a few minutes.

I sent a gift to the wrong person.

A gift that has been claimed cannot be reversed — it belongs to the recipient. If you sent it as a QR or link gift and it has not been claimed yet, you can cancel it from the gift’s screen and the funds return to your wallet. Unclaimed gifts also refund themselves automatically when they expire.

Why is my withdrawable amount lower than my balance?

Only money you received as a gift can be withdrawn to a bank account. Funds you added to your own wallet can be spent in the app but not cashed out. Spending draws on gift funds first, so sending gifts reduces what you can withdraw later. The full rule is in section 9 of the Terms.

How long does a withdrawal take?

Payouts run through Stripe and usually land in 2–5 business days. The minimum withdrawal is CAD 10. You will need to connect a bank account through Stripe the first time.

A gift card code isn’t working.

Gift cards are issued by the brand, not by us. Check the code was entered exactly and that the card is valid in your country. If the issuer still refuses it, email us with the order date and brand and we will take it up with our fulfilment partner.

How do I stop appearing on the Nearby map?

Settings → Show Me Nearby, switched off. That deletes your presence record immediately — you are not hidden, you are simply no longer there. You can also revoke location access entirely in iOS Settings.

Someone is harassing me.

Block them from the ⋯ menu on their profile. Blocking severs the follow relationship in both directions and stops gifts, messages and follow requests. You can report the account from the same menu. If you feel unsafe, contact your local authorities.

Can you read my messages?

No. Direct messages are end-to-end encrypted on your device, so neither we nor our messaging provider can read them. This also means we cannot recover them if you lose access to your keys.

How do I delete my account?

Settings → Delete Account. Deletion is scheduled 30 days out and you can cancel it by signing back in during that window. Withdraw any withdrawable balance first — deleting does not pay it out. Some transaction and identity records are kept afterwards because the law requires it; see the Privacy Policy.

Privacy requests

To access, correct or delete your personal information, or to complain about how we handle it, email support@network.gift. We will verify your identity and respond within 30 days. Full details are in the Privacy Policy.

Report a security issue

If you have found a vulnerability, email support@network.gift with the details and how to reproduce it. Please give us a reasonable chance to fix it before disclosing it publicly. We will not pursue legal action against good-faith research that respects user privacy and does not degrade the service.