Answered by Mukesh
Once a gift card has been redeemed into an account, we usually cannot move it, so the next step is to contact the brand directly. Redemption happens on the brand side, not on our store, which means the balance now sits inside that account and only the brand can see it or change it.
It is worth checking first whether the account really is the wrong one. Many shoppers have more than one login, often an older one made with a different email, and the balance may simply be sitting somewhere they forgot about. Signing in with each address you have used in the past is the quickest way to find out, and if the balance appears, you can just use that account instead.
If the balance has gone into an account that is not yours at all, reach out to the brand's own support team as soon as you can and explain what happened. Some brands will reverse a redemption or reissue the credit, some will not, and some only help if the card has not been spent yet. That decision rests with them and depends on their policy, so we cannot promise an outcome on their behalf.
We can still help with our side of things. If you contact us, we can confirm the details of your purchase and resend the original card information so you have the exact code and date to show the brand. Keep that information to hand, as it usually makes the conversation with them much faster.