When a client reports that a promo code isn't working, it's important to troubleshoot systematically. This article is a practical checklist for quick diagnosis.
Most common causes
The code was entered with a typo or extra spaces.
The code doesn't exist or is inactive.
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 client has already used this code (each code can only be used once per client).
The client is trying to combine a discount code with a gift voucher.
Troubleshooting steps
Ask the client to double-check the code for typos or extra spaces.
In the admin panel, open your list of discount codes and find the specific code.
Check the code's status (active/inactive), validity dates, and usage count.
Verify which product or service types the code is set up for.
Check whether the client has already used this code before (each code can only be used once per client).
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: Promo codes and gift vouchers cannot be combined in a single purchase. If a client has applied a voucher, the promo code won't work.
Common scenarios
The code is active but still doesn't work
Most often, this is a mismatch between the product or booking type and the code's settings.
A client says the code "worked yesterday"
Check the exact validity dates/times and the time zone.
FAQ
Can I edit a promo code while a campaign is running?
Yes, but 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?
Open the code's detail, review its conditions, and compare them with the product (class, course, membership, gift voucher) the client is trying to use it for.
When should I delete a code instead of just deactivating it?
When the code should never be used again and you don't want to keep it in your active records.
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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