# My Vantage Card didn't work

> The message on screen tells you why: a mistyped PIN, a card that's already claimed, a card over a year old or an award that's turned off.

- Product: Recognition › Recognition card

- Where: Vantage Circle web app
- Last checked: 15 Oct 2026
- Web page: https://www.vantagecircle.com/en/help/recognition/recognition-card/my-vantage-card-didnt-work/

The screen tells you why. After a scan, you'll see **Oops!** with the reason and an **Add manually** button. When you type the PIN, the reason shows under the PIN box.

**"Voucher Not found."** The PIN doesn't match a card for your company. Type it again exactly as printed, capitals included. Watch for look-alikes such as O and 0, or l, I and 1. If it still fails, check the card is from your company. A card only works for the company it was made for.

**"This Vantage Card has already been claimed."** The card has been used, maybe by you. Check your points and the feed. A card can't be claimed twice. If you didn't claim it, ask your HR team.

**"Voucher Expired."** A card works for one year from the day it was made, and this one is older. Ask your HR team.

**"Reward is disabled."** The award this card belongs to has been turned off. Ask your HR team.

## Other problems

**You signed in after scanning and landed on your home page.** Scan the code again now that you're signed in.

**The camera doesn't recognise the QR code.** Add the card by its PIN instead. See [Claim your Vantage Card](/en/help/recognition/recognition-card/claim-your-vantage-card/).

**You can't find Vantage Card in your profile menu.** It isn't in the menu on a phone browser. Use a computer, or scan the code and select **Add manually** if the scan fails. If it's missing on a computer too, your company doesn't show it. Scanning still works.

**Nothing happens when you select Confirm.** The claim didn't go through, and no message is shown. Refresh the page and enter the PIN again. This time the screen shows the reason.