Frequently Asked Questions

What is the Reward?

Our branded Rewards offer a personalized experience with customized Reward messaging and are available in multiple denominations. The Reward is redeemable for the recipient’s choice of digital gift cards. These gift cards can be used for in-person and online purchases.

What is the cost of the Reward?

You pay face value for your Rewards. If you order a $25 Reward as a happy birthday gift for an employee, you pay $25 (CAD). No portion of your recipients’ Rewards will be used up in hidden fees when they redeem.

Who can order Rewards?

Reward Builder is designed to be a self-serve ordering portal for Administrators of company reward and incentive programs. As such, our Rewards can only be ordered for use in a reward or incentive program and can only be redeemed by the Reward recipient.  As part of your rewards program, you are able to add additional users to your Reward Builder account to assist you in administering your program.

How do I create an account?

To create an account, select ‘Login’ in the upper right and then click the ‘Create Account’ button. Please allow up to two business days for account approval. You will be notified by email once approval is complete. While you can start building Rewards and add them to your cart, you will not be able to complete your purchase until the approval process is complete.   If you currently have a U.S. Reward Builder account, you can select 'Create An Account' and enter in your current login credentials. 

How will I know my account has been approved?

You will be notified by email once your account has been approved. If you have not received your account approval notification within 2 business days, please reach out to our Customer Care team at rewardssupport@eeincentives.com or give us a call at 1-855-525-7665.

Can I purchase a reward without creating an account?

You must create an account to purchase Rewards. As a security measure, we verify to ensure each customer is a good fit for Reward Builder. Additionally, having an account gives you access to the full suite of functionalities designed to help you administer your Rewards program.

What are the differences between the Reward Builder plans?

We offer three different plans to meet the needs of our customers: Reward Builder Standard provides a cost-effective way for companies of any size to create, customize, and issue Rewards to their employees and customers with the ability to add additional users and Admins to your company account. Reward Builder Plus allows you to enjoy all the Standard plan features as well as create user groups and hierarchies, manage budgets, allocate funds, and much more. Our Enterprise Plan allows large volume programs and enterprise companies with specific requirements to customize an incentive solution to fit their needs. Please contact us to discuss. Both our Reward Builder Standard and Reward Builder Plus plans require no minimum volumes or IT integration, so they are the ideal solution for your recognition and engagement program, or to complement an existing program in place.

What is the cost for each plan?

Reward Builder Standard:  No cost.  You only pay for the face value of the Rewards issued.

Reward Builder Plus: $49 (CAD) a month plus the cost of the Reward issued when billed monthly.  You may also opt for our annual billing option at $499 (CAD).

Enterprise: Because Enterprise customers have unique needs, the cost is determined based on specific client and program requirements.

Can I change plans?

You are welcome to change your Reward Builder Standard or Reward Builder Plus plan at any time to meet your needs. For Plus plans, cancellation will take effect at the end of your current billing cycle (month or year). Should you cancel your Plus plan, you will still have access to your Plus features through the end of the billing cycle (month or year). Your account will then revert to the Standard plan, at no cost, and you can continue to order Rewards anytime. 

What if I forget my username or password?

No problem! You can visit this page to reset your password. Your username should be the email you used at the time you created your account. If you need further assistance, the Reward Builder Support Team is here to help. Send an email to rewardssupport@eeincentives.com or give us a call at 1-855-525-7665.

What happens if I don’t upload a logo to my account?

You are not required to upload a logo to your account to purchase Rewards. With each order you place you will have the option to upload a logo, but it is not a requirement. Your Rewards can be unbranded if you choose.

What if I want to use a different logo than my Account Logo?

Each time you create a Reward, you will be directed to a page that allows you to choose the logo you’d like on your Reward. On this page, you can choose your current account logo, upload a new high quality .png, .jpg, or .gif file, or opt to leave your Rewards unbranded. Please note that only one logo may be stored in your account at a time.

What size does my logo need to be?

Please ensure your logo is a high quality .png, .jpg, or .gif file that is at least 650px x 160px and 300dpi. If it is not a high quality image, there may be problems with pixilation or fuzziness on your final Rewards. Please be aware that poor quality logos often look clear on a computer monitor, but fuzzy in print, so it’s important to verify that your logo is the correct quality even if it appears clear on your screen.

What type of file does my logo need to be?

Your logo should be a high quality .png, .jpg, or .gif file. Other files will not be recognized by our system.

What if I accidentally enter an invalid email address for my employee?

If a Reward bounces after you complete your order, you will be notified in your account by a banner in the upper right-hand corner of your account screen. This notification will remain there until the email addresses are updated. If the Reward does not bounce, but you need to correct or update the email associated with a Reward, please send an email to the Reward Builder Support Team at rewardssupport@eeincentives.com or call 1-855-525-7665 for assistance.

How will my rewards be delivered?

During the ordering process, you will be given the option to choose between emailing the Reward directly to the recipient, or having the Rewards emailed to you for distribution. If the Rewards are being emailed to you, they will arrive in the form of a multi-page pdf document for printing and distributing; otherwise, you may choose to have the Rewards emailed directly to each recipient. 

What if I want to order my rewards ahead of time and have them delivered at a custom date?

During the ordering process, at the delivery option step, you can select a custom day for your Reward order to be delivered. If no specific date is selected, Rewards will be delivered ASAP (As Soon As Processed). For Reward Builder Plus subscribers, you have the option to select a delivery date for the entire order or by recipient.

Is there a limit to the rewards I can buy at one time?

There is no limit to the number of Rewards you can purchase. You may enter each recipient’s name and email manually or upload a CSV Data File with all the pertinent information for your recipients. The Reward value may be customized for each recipient if your program includes multiple Reward values.

Do I have to enter each name in manually?

If you are ordering for multiple recipients, you can upload a CSV file with all the necessary information included for your recipients. The CSV files are available for download during the ordering process.

How do I create a CSV file?

To create a CSV file for your order, download the sample file that appears on the page for the delivery method you selected. This file contains all of the columns and headers required. It is important that you do not edit the headers or change the order of the columns when entering your data.  Once your data has been entered, click “File” and “Save As.” Type in your desired file name. Below the file name field in the save box, click the dropdown and choose “CSV comma delimited” as your file type if not already selected and then click “Save.” If you have any questions, we are here to help. Give us a call at 1-855-525-7665 or send us an email to rewardssupport@eeincentives.com.

What information needs to be in my CSV upload?

The required fields in the CSV file include your Reward recipients’ first names, last names, email addresses, and Reward value. You will be able to download a sample file that already contains all of the correct columns for your data. A recipient ID number is an optional field that may be included for your reporting purposes.

Can I send a non-personalized reward?

As you’re building your Reward, you will have the option to display the name of the person or company giving the Reward. If you wish to keep the Rewards non-personalized, simply leave this space blank.

Will all my recipients receive the same reward theme?

While the Reward value can change from person to person, the Reward theme you choose and the message you compose will remain the same for each recipient in each batch. However, you will be given the option to create an additional batch of Rewards that may have a different theme and message before proceeding to checkout.

How many characters can I include in my message?

For emailed Rewards sent directly to the Admin and printed Rewards, your message may include up to 300 characters. For Rewards emailed to the recipient, you have unlimited characters for your message.

Do I have to include a message?

You are not required to include a message with your Reward. Simply leave the message box blank and move forward with ordering your Rewards.

Can I delay the delivery of a reward?

Rewards are set to process immediately. However, during the ordering process you can select a future date to send your Rewards. Please note that Rewards will not process until payment has been received.

How long does it take for my order to be delivered to me or my recipients?

Rewards selected for immediate delivery will be delivered via email within an hour.

Who should my recipients call with questions?

If your Reward recipients have questions about their Reward redemption options, please direct them to 1-855-510-6994 or customercare@eeincentives.com. We are available to assist Monday-Friday from 9amET to 5pmET.

How do I pay for my rewards?

You may pay as you go or prefund your account using a Visa or Mastercard. All payments are made in Canadian dollars (CAD). A 2.4% fee is included on credit card payments, unless otherwise provided by law.

Can I add Additional Users to my account?

Admins have the option to add additional users to their account. This allows the Admin to see all orders placed by their users.

How can I designate funds to users I have added to my Reward Builder Account?

In the Account Dashboard, Admin users are able to add funds to a prepayment account that their users can then draw from. Reward Builder Plus subscribers have the option of designating maximum spend for each individual user and/or limit them to the use of the prepayment account.  If Admins do not wish to centralize payment methods, each user may independently add and utilize their own payment methods.

What if I have multiple groups of users to manage?

Reward Builder Plus allows the Admin to create multiple User Groups and place them in a hierarchical order.

What are the available reporting functions?

If you wish to keep track of the Rewards you have ordered, you may export your recipient information into a downloadable CSV file for your records. Depending on the delivery method you select, the CSV file will include First Name, Last Name, E-mail address, Mailing Address, Reward Value, and Recipient ID. The recipient ID is an optional field you may use to help you identify the recipient (like an employee number) or campaign in your reporting. Additionally, account Admins are able to pull the reporting described above for each of the users they have added to their account.

How does the reward redemption process work for the reward recipient?

The recipients will receive Reward in either electronic or printed form.  For printed Rewards, the recipient will visit canada.certificateredeem.com to redeem and enter the unique redemption code provided on the Reward. From there, the Reward recipient can redeem for their choice of digital gift cards. For emailed Rewards sent directly to the recipient, the recipient will simply click on the blue ‘Redeem Your Reward’ button and will be directed to the redemption options. The unique code and Reward value will be passed through to the redemption site eliminating the need to enter in a code.

How do I view rewards I’ve already purchased?

You can access this information via the Account Dashboard. When you log in to your account you will see the ”My Account” option in the upper right hand corner of your screen. Once there, you will be able to access your order history.

What if I need to change my email or update my address?

To change any personal information, log into your account and look for the “My Account” link in the upper righthand. Go to ‘Manage Account’ to update any information associated with your account.

Can the Reward be used by large enterprise companies?

Yes, our Rewards are used by many enterprise companies for large volume customer acquisition, retention, and appreciation programs. To learn more about our enterprise programs, please email our partnership team at corporatesales@eeincentives.com.

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