Contact information
Before reaching out via email, we kindly ask that you take a moment to review our FAQs, as many common questions and concerns are addressed there. We truly appreciate your patience and understanding.
Activating & Receiving the Love GC Card
Q. I have purchased a Love GC Card but have not receive it. When will I receive it?
You will not exactly receive the card via email or SMS, instead you need to follow these steps below to access the card itself. After placing the order, make sure you have an Order # before proceeding.
Please follow steps below:
- Download the app Get My eCard (from EML Payments) in the app store on your phone (iOS or Android). Please note that iOS 16 and Android 13 or above is required to use the app.
- Press Create Account - do not try to Login, it won’t work - and use the same number of your purchase to setup the account.
- You should receive a two-step verification code via SMS. If you don't receive an SMS, please review the number you are using OR/AND try to use the email address instead - again, the same as you have utilised for your purchase.
- You should see the card within the app at this stage. The card authentication might take a little while after the purchase being place – allow up to 24 hours.
- You can decide to add the card to your phone wallet, or if you prefer, you can tap into the card to reveal the credit card details and 3-digit CVC number.
PLEASE NOTE: You need to be able to see your card within the app before you are able to use it AND it must have been authenticated from the backend system as well – which might take up to 24 hours.
Using the Love GC Card
Q. I have the Love GC Card- I can see in the App; I have it on my phone wallet - but
I've tried to use it and it's not working. What am I doing wrong?
You can ONLY redeem the Love GC Card at the participating businesses with specific deals created/set-up by them at their discretion.
For example, Restaurant A is a participant business, but their regular food & beverages offers are not available to be used with the Love GC Card. Which means if I try to use my Love GC card to pay for those at their premisses or online, it won’t work.
Instead, Restaurant A have created a Package X or Promotion A as a specific deal to be selected and redeemed by Love GC cardholders. Whether this can be use online only or when visiting them, is up to the business to decide. We don’t
have control of what type of deals and how are they supposed to be claimed.
Restaurant A is still a valid participating business, but ONLY Package X can be selected if you are using the Love GC Card as a form of payment method.
In some rare cases, there has been some instances where even at the right participating business and whilst trying to redeem the specific deals an error has occur. In this case, first please reach out to the business directly, in most cases they have been able to verify if there is anything wrong at their end and rectify the issue.
You can find a list of Participant Businesses in the link below
https://experiencegoldcoast.com/love-gc-deals/participating-businesses
You can find a list of Love GC Deals in the link below
https://experiencegoldcoast.com/love-gc-deals
Dreamworld Voucher
Q. I have purchased a Dreamworld Voucher from the Love GC website but have not received it. When will I receive it?
You should have received an email from Dreamworld - Please check junk folder, spam, promotion, etc as most of the customers have found their voucher there.
You can also contact Dreamworld directly; they might be able to find your voucher and send it over to another email if needed.
Q. I have the Dreamworld Voucher but when I try to redeem is not working, what should I do?
For any Dreamworld related issues, please contact Dreamworld directly; they are waiting for your contact to assist. Due a popular demand of their vouchers, they might take a while to get back to you.
Wrong Number*
Q. I might have added a wrong number when placing the order. What should I do? Can I change that?
In case you have noticed that you have add the wrong number when placing the order, please fill out the form below
Please note that only ONE order per mobile number is allow. If we identified that the mobile number you have shared already has an order associate with it, we will get back to you to let you know the next steps
Please allow at least 48 hours for this process to be completed. After the period of 48 hours, please try to go ahead with the Create Account and following the steps written at #1 of this page
Card Not Working
Q. I've tried to use the card and it's not working. What am I doing wrong?
You can ONLY redeem the Love GC Card at the participating businesses with specific deals created/set-up by them at their discretion.
In some rare cases, there has been some instances where even at the right participating business and whilst trying to redeem the specific deals an error has occur. In this case, first please reach out to the business directly, in most cases they have been able to verify if there is anything wrong at their end and rectify the issue. You can find a list of Participant Businesses in the link below https://experiencegoldcoast.com/love-gc-deals/participating-businesses
You can find a list of Love GC Deals in the link below https://experiencegoldcoast.com/love-gc-deals
Refund Policy
Q. I have not been able to use my card due to technical issues with my device. Can I please have a refund?
As outlined in our terms and conditions, any refunds on Card transactions are subject to the policy of the specific merchant. Refunds may be in the form of a credit to the Card or in-store credit. If the Card expires or is revoked before you have spent any funds resulting from a refund, then you will have no access to those funds.
We have no obligation to replace or refund value for misused, lost, stolen or damaged Cards except where we have breached any condition or warranty implied under consumer protection legislation that cannot be excluded in these terms and conditions (for example, warranties as to the exercise of due care and skill in providing services and as to fitness for purpose of materials we provide).
In some rare scenarios, there has been some technical issues faced by specific users due their devices not being compatible. We are looking at cases individually to better determined a solution to them.
For your case to be considered, we need you to complete this form Request Refund Form.
The refund team will review your request and process the refunds when appropriate. If successful, you will receive notification by email - Please allow at least 48 hours for your case to be determined. After that, your bank may require around 5-7 business days for funds to be returned to your account.
Issue Not Listed
Q. I have a completely different issue that is not listed here. What can I do?
First have a detail look at our terms and conditions once again to make sure you have followed everything correctly. E.g. The program is only open to Australian residents aged 18 years or over.
If after careful reading the terms and conditions and this article you still having issues, please contact us via email at lovegc@experiencegoldcoast.com
We will reply to all emails. Due to popular demand, our team might take around 48 hours to get back to you. We appreciate your patience
Thanks for supporting Gold Coast economy
With love,
Experience Gold Coast Support Team