Payment & Services FAQs

In order to provide you with a seamless login experience, we are asking you to Authorize Blackhawk Network to access your profile information (including email address, name, address and, phone number) as well as your loyalty information. This allows you to use your Kroger Family of Stores login credentials and have your fuel points applied automatically when purchasing gift cards.

If you are clicking on the log-in button and nothing is working, try to disable any pop-up blockers you may have turned on. If that is still not working, you can contact us for further assistance or continue to check out as a guest.

If you need to reset your password, you can do so by visiting https://www.kroger.com/account/forgot-password/

*Kroger, Ralphs, Fred Meyer, QFC, Fry’s Food, Smith’s Food and Drug, King Soopers, City Market, Jay C Food, Pay Less Super Markets, Dillons, Owen’s Market, Baker’s Plus, Metro Market, Pick n Save and Mariano’s.

All gift card sales are final. If you are having an issue with your order or the order has yet to be received, please contact giftcards.kroger.com Customer Service via the Contact Us page or by calling 844-217-4797. If there are questions regarding a branded card from the order, please use the contact information listed on the plastic card or eGift for assistance.

All gift card sales are final. If you are having an issue redeeming the gift card you purchased at the store, please contact our Kroger Customer Relations Center by phone at 1-866-544-8062 or email paymentsupport@kroger.com to open a case for research and response. We escalate your request and information to our gift card processor who works with each retail merchant (e.g., Target, Home Depot, Google, Panera, etc.) to investigate and respond. This process may take up to 2 (two) weeks, and each retail merchant has its own policies for assisting customers.

You may shop online here at any time and pay by credit card when you place your order.

If your order did not go through it may be due to the payment information provided, such as changes to the cardholder’s address, a new card number, insufficient funds in the account, the card being flagged as fraudulent or stolen, or the card is expired. Please contact your card's issuing bank to determine the issue. If it is not a Credit or Debit Card issue, please send us an email including your name, phone number, carrier if ordering Prepaid Phone Cards, email address, and billing address to Customer Service.

No. All retailer cards have a preset card value that is displayed on the ordering page.

Retailer gift cards do not have fees. The Visa® Gift card has 2 (two) fees associated with it, an Activation Fee (charged at the time of payment) and a Maintenance Fee (please see FAQ in this list). All gift cards do not have an expiration date; for special handling of Visa® Cards, please read the FAQ below. For further information, please refer to the specific Terms and Conditions found on the product page prior to purchasing any gift cards.

Physical Retailer Gift Cards are not embossed. Visa® Cards have the recipient’s name you entered during the checkout process printed on the card.

Yes. After you complete your order, the confirmation receipt is displayed. You may print this page as your receipt. You will also receive a confirmation email with all your order details as soon as your order is approved.

You may check your order status by clicking My Account in the drop down under your name at the top of the site. You will also receive emails as your order progresses. Once your order has shipped, you will be notified. If you do not receive the emails, please check your spam and junk folders.

Once a gift card has been purchased and shipped the card is not refundable. If the intended recipient does not receive their gift card, please contact support at 844-217-4797 or by going to our by going to our Contact Us page and submitting a request.

We accept Mastercard, Visa®, Discover and American Express. Want to earn free groceries? Pay using your Kroger Rewards Mastercard. Click here for more details and to apply.

Yes, if you have funds available for the order cost.

Where required by state or local laws, taxes are applied to your order. The tax rate(s) are based on the billing address you provide.

Giftcards.kroger.com never stores your credit card information. If you see unauthorized charges from GIFT CARDS, contact your Credit Card's issuing bank immediately, as your card may have been compromised.

We offer delivery options ranging from 5-10 business days or 2-4 business days. Delivery charges are quoted on order size (number of cards ordered) and the delivery option selected.

All Physical Gift Cards are shipped to the shipping address you provided at the time of purchase. Physical Gift Cards are packed in a single envelope or box (depending on order size) containing all of the cards that were ordered, along with a packaging list detailing the package contents as well as personal message if you opted to add one during the purchase process.

Once payment is cleared (normally within minutes), it will take up to 3 (three) business days to fulfill your order. Actual delivery timing is affected by the shipping method you select while placing your order. From time to time, orders may require additional review that may add to the delivery timeframe. Order tracking is only available with certain shipping methods, so please be sure to select an upgraded shipping method if tracking is required for your order.

For eGift Cards, your recipient will receive an email containing a link to their eGift Card. The link will take them to the eGift Card page to access their eGift Card with the option to print it. You will also receive a confirmation email.

All eGift Cards are delivered using email. To ensure delivery, please check the email address you enter for your intended recipient.

Usually, eGift Cards are delivered within minutes of order completion. eGift Card orders may take up to 2-4 business hours from the time of purchase unless you specify a future delivery date. From time to time, orders may require additional review that may add to the delivery timeframe.

No. The gift card is a prepaid debit card carrying a fixed amount determined by the purchaser.

No. You cannot use your card to get cash from an ATM or cash back when you make a purchase using the card.

The U.S. Bank Visa or Mastercard Gift Card can be used to make purchases everywhere Visa or Mastercard debit cards are accepted within the United States.

You must call to activate your card at 1-888-853-9536. You will have the option to set your PIN to use with Debit Card Transactions at the time you activate your Gift Card.

You can view or print your transaction history on the Card Activity page online at prepaidgiftbalance.com.

No. Visa or Mastercard Gift Cards are not reloadable.

There are no inactivity fees for gift cards purchased on or after January 1, 2017. There is a $5.95 fee to replace a lost or stolen card.

Yes, on the last day of the month and year printed on the front of the card. The Card is valid through the expiration date shown on the front of the Card or until the value on the Card reaches zero. If your Card has expired or is about to expire, you may contact us at Customer Service to request a replacement card with a new expiration date at no cost.

You can call 1-888-853-9536 and we will send you a replacement card at no cost. We accept relay calls.

It is important to treat your card like cash. Keep all receipts in case of errors or unauthorized activity on your card. Need help? Want to report a lost or stolen card? Call us at 1-888- 853-9536. We accept relay calls.

We strongly encourage the recipient of the Prepaid gift card to register their card online or calling Customer Service at 1-888-853-9536. Your card must be registered to obtain a replacement card. When you register your Prepaid Gift Card, you may also use your card for internet, mail, and phone order purchases.

Visa or Mastercard eGift cards may not be used for foreign purchases.

The Visas and Mastercard eGift cards have a nine-year expiration date from the time of purchase. There are no fees associated with using eGift cards to make a purchase nor is there a monthly inactivity fee. There is a $5.95 fee to replace a lost eGift card.

Visa and Mastercard eGift cards are only usable online, over the phone, by mail-order catalog and anywhere else that a “card not present” transaction is allowed in the U.S. If a Visa or Mastercard eGift card does not cover the full amount of the purchase, you could expect the system to decline the transaction since most websites cannot handle a split tender transaction.

Visa and Mastercard eGift cards are delivered via e-mail. The email that is sent to the gift recipient includes instructions on how to activate and check the balance of the gift card on prepaidgiftbalance.com. The eGift card can be used for online and telephone purchases anywhere that Visa debit cards are accepted in the US. It can sometimes take up to 24 hours from the time of purchase for the email to be delivered unless you specify a future delivery date.

Visit prepaidgiftbalance.com and enter the 16-digit Virtual Account number along with the CVV. The account information is included in the email that the gift card recipient received.

Visa and Mastercard eGift cards can be purchased in the amount of $25, $50, and $100.

Since a physical gift card is not mailed, the recipient will receive notification of the Virtual Account via e-mail. Instruct the recipient to check e-mail as well as any SPAM folders or automatic filters. If the eGift card does not arrive within the expected timeframe, contact customer service for assistance. Have the order number and the recipient’s e-mail address available prior to making the call.

You make this decision. You'll select the amount you want to purchase for the carrier. Before you pay, you should review details of the total amount due and any other charges.

Yes, you may purchase airtime as a guest. Your eGift Prepaid Phone Card is sent to you after your purchase has been completed.

We recommend you check all email addresses before placing your order since once an order is shipped, we cannot guarantee that we can assist. Please contact Giftcards.Kroger.com customer service for assistance at 1- 844-217-4797.

No, this option is currently not available.

It may take up to 4 (four) hours for you or your recipient to receive the Prepaid Phone Card. You will apply the card's value to your carrier’s account and follow your carrier’s process in refilling the card.

Yes. Prepaid Phone Cards are delivered as an eGift. You may either send the purchased eGift directly to a recipient, or you may send the card to yourself and forward the eGift to the recipient. You may contact the carrier directly to have the card's value applied to the account.

No, not if your carrier is not listed on our website. We are always adding new carriers to our service, if your carrier is not listed, be sure to check back from time to time.

Using your prepaid phone and Prepaid Phone Cards outside the U.S. depends on the carrier you use and the plan you are enrolled in. Please check with your carrier to determine if the Prepaid Phone Cards sold on Giftcards.kroger.com will work in countries other than the United States.

No. There are no refunds on Prepaid Phone Card purchases or minutes applied to phones. Please contact your carrier.

• Navigate to https://www.kroger.com/giftcardactivation
• Enter your Gift Card UPC (This is an 11- or 12-digit number located on the back of your card)
• Enter your Gift Card Barcode Number
• Enter Email Address
• Enter Billing Details
• Confirm Activation

*Once completed you will receive a confirmation email shortly afterwards to confirm that your gift card is active and ready to use

Gift cards are currently available enterprise wide at any of our Kroger Family of Stores locations that currently offer pick up. You can find out which stores offer pick up by visiting the website for your local store.

We're very sorry to hear you're experiencing difficulties with your activation. You may contact us at 1-844-600-7765 where one of our representatives will be able to assist you with completing the activation process. Please have details about the error message received, the types of cards you're trying to activate, along with any other pertinent details related to the experience.

Please check your spam and junk email folders (as well as promotions folder for Gmail). If you used a business email address when activating your card, please check to ensure that the firewall is not blocking emails. We recommend using your personal email when activating cards.

Please ensure all gift card information and your personal billing details were entered correctly. It is a very common occurrence that information is mis-keyed. We do not process activations or collect payment information by phone, chat or email.

Once payment is collected, we will initiate the activation process of the gift card and you will receive an email within a few minutes to the email address specified to confirm that the gift card is now ready to use. You will receive an additional email to confirm that the gift card is now ready to use, this is typically within a few minutes but could take up to a few hours.

Gift cards are delivered inactive for your financial protection. We want to make sure that you have your gift cards in hand before activating them.

You may contact Customer Support at any time at 1-844-600-7765 for questions about your gift cards.