When a client reports that a discount code isn't working, it's important to troubleshoot systematically. This article is a practical checklist for quick diagnosis.
Most common causes
The client has already used this code. Each client can use a discount code only once. This is a fixed rule, not a setting you can change: Zenamu checks it by the client's account and email address, and cancelling the booking doesn't give the use back. The client sees the message "This discount code can only be used once."
The code was entered with a typo. Codes are case-sensitive, so SUMMER10 and summer10 are different codes.
The code doesn't exist (for example, it was deleted).
The code has expired or is outside its validity period.
The code doesn't apply to the specific product or service (class, course, event, pass, membership, or appointment).
The price can't be discounted with this code: a fixed-amount code works only for prices in the same currency, and no discount code works for prices in entries or make-up sessions. See Which prices can a discount code reduce? in How to Create a Discount Code.
The client is trying to combine a discount code with a gift voucher.
Clients don't see the field for a discount code at all: Use discount codes isn't ticked, or all your codes have expired.
Troubleshooting steps
Ask the client to double-check the code for typos and upper and lower case (codes are case-sensitive).
In the admin, go to Settings › Marketing and promo › Discounts and vouchers and find the code in the Discount codes section.
Check the Valid from and Valid until dates (an expired code is shown faded) and the Usage column, which shows how many times the code has been used in total.
Verify which product or service types the code is set up for (the Valid for column).
Check whether the client has already used this code: the order detail in Orders shows the Code used for a discount. Each client can use a code only once.
Check whether the client is also trying to use a gift voucher.
After adjusting the settings, run a test on a sample product to confirm the fix works.
Important: Discount codes and gift vouchers cannot be combined in a single purchase. If a client has applied a voucher, the discount code won't work.
Common scenarios
The code is valid but still doesn't work
Most often, the client has already used the code, or the product, booking type or price doesn't match the code's settings.
A client says the code "worked yesterday"
A code works until the end of its Valid until day; there's no time setting. If the date is fine, the client has most likely already used the code: each client can use a code only once.
FAQ
Can I edit a discount code while a campaign is running?
Yes. With Edit, you can change Valid from, Valid until and Valid for. The code itself, its type, amount, percentage and currency can't be changed. Always place a test order after making changes to confirm everything works as expected.
How do I know the code doesn't apply to a specific product?
Check the Valid for column in the list of discount codes (or click Edit) and compare it with what the client is booking or buying. A discount code can't be used to buy a gift voucher.
Can I turn off a single discount code?
There's no on/off setting for a single code. To end it earlier, change its Valid until date with Edit, or remove it with Delete. Unticking Use discount codes hides the field for a discount code for all your codes.
Still not working?
If all the checks above come back fine and the code still doesn't apply, gather the following details and contact support: order ID, client account ID, the exact code used, and the time of the attempt.
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