This message almost always means your Giffy code has already been redeemed. Its value was turned into a gift card from a brand, for example bol or Rituals, and that card was sent to you by e-mail. The Giffy code itself is empty after that, which is normal.
What to do
Search your mailbox for "Your gift card from" or for the sender [email protected]. Check your spam folder too.
That e-mail contains a card number and a PIN. Those are what you use at the retailer, not your Giffy code.
Sure you have not redeemed anything yet? Send us your 19-digit Giffy code through the chat or [email protected]. We will look up when the code was used and which e-mail address the gift card went to, and resend it if needed.
Getting a "no balance" message not in the Giffy store but at the retailer itself, for example at checkout at Decathlon? Then it is about your gift card from that brand. Also in that case, send us your Giffy code and the e-mail address you received the card on, and we will look into it for you.