Why is My Client's Coupon Not Working? Common Reasons Discount Codes Fail.

Clients may sometimes face issues when applying a coupon code. This guide covers common reasons why a coupon might not work and offers troubleshooting tips to help resolve the issue.

Important Note: Avoid editing marketing apps, as this may resend emails and require further app customization. If you’re using Automations, it's best to create a new General Coupon app to send the discount to an individual client having issues.

Common Reasons Why Coupons May Fail

1. Wrong Gallery

Clients may have access to multiple galleries. Ensure the client is applying the coupon in the correct gallery. For instance, if a coupon is assigned to a family gallery, it won’t work for items added from a wedding gallery.

To verify, check the Sales Campagins section under Carts to identify which gallery the client is using.

2. Not Logged into the Correct Account

Coupons are often restricted to specific user accounts or types. If a client isn’t logged into the designated account, they won’t be able to use the discount.

To check this, go to Sales & Automations, select the Campaign or Automation, and review the Assignments section to confirm the correct recipients. If needed, assign the client again to the campaign.

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Note: For Automations, it’s better to create a General Coupon app for an individual client, as reassigning the automation could send duplicate discounts to other gallery guests.

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  • Select Assign to Galleries to add any clients or user-types to the campaign and click on the pencil icon to select your recipients.

3. Expired Coupon

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Coupons may expire. To verify, go to the gallery’s Automation and Discounts tab. Active promotions will display a Status = Promotion, while expired ones will show Status = Done.

4. Spelling Errors

Ensure the client enters the coupon code exactly as set. While codes are not case-sensitive, spelling errors can invalidate the code.

Pro Tip: Use Dynamic Text Tokens in Marketing Apps to ensure the correct spelling in emails.

5. Already Used Code

Some coupons, like Single-Use or General Coupons, are designed for one-time use. If the client has already redeemed the code, it won’t work again.

Check their order history in the Orders tab to see if they’ve used the discount. You can adjust the number of uses allowed per code in the app settings.

6. Incorrect Product Type

If the coupon only applies to certain products, ensure the client is purchasing an eligible item. Check their cart in the Carts tab and update product eligibility for the discount in the app if necessary.

7. Stacking Discounts

If a client attempts to use multiple non-stackable coupons, the system will apply the better offer. Stackable coupons can be added on top of non-stackable ones, with the discount calculated from the original price.

8. Client Uploading Photos to an Album

Coupons may not work if a client uploads photos to an album from outside the gallery. Ensure that Client can add photos in the gallery is enabled in the Gallery Setup. This way, the client can upload images directly into the gallery and apply coupons.

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If you have any issues or questions at all, please email help@passgallery.com.