Common voucher issues & solutions.

Running into problems with vouchers? This guide covers the most common issues and how to resolve them.

Error messages

When a voucher in your My Cards can't be redeemed, the voucher shows a clear, short reason in place of its QR code and code. The reason covers both the voucher's own state and your eligibility.

The voucher's own state:

Your eligibility (labelled Not eligible):

Seeing the reason on the voucher itself means you'll never be caught out at the counter.

"Voucher code not found."

What it means: The code doesn't exist or doesn't belong to this business.

Causes:

• Typo in the code
• Code is for a different business
• Code was deleted or never existed

Solutions:

• Double-check spelling (codes are case-insensitive)
• Verify you're at the right business
• Ask where the code came from

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"This voucher is not currently active"

What it means: The voucher is paused by the business. When a voucher can't be redeemed, the voucher shows a short reason in place of its QR code and code, so there's never a surprise at the counter. This one tells you the voucher is paused.

Causes:

• Business temporarily deactivated it
• Promotion ended early

Solutions:

• Contact the business for details
• Check for alternative active vouchers

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"This voucher is not yet valid. It becomes active on [DATE]."

What it means: The voucher has a future start date.

Solutions:

• Wait until the valid-from date
• Save the voucher for later

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"This voucher expired on [DATE]"

What it means: The voucher's validity period ended.

Solutions:

• Expired vouchers cannot be used
• Look for current vouchers from the same business
• Some businesses create new vouchers after old ones expire

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"This voucher has reached its usage limit."

What it means: The total redemption limit was reached.

Example: Voucher limited to 100 uses, and 100 people already redeemed it.

Solutions:

• This voucher is no longer available to anyone
• Check for other vouchers
• Contact the business, they may create a new one

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"You have already used this voucher the maximum number of times."

What it means: You've hit your personal limit for this voucher.

Example: Limit is 3 per customer, you've used it 3 times.

Solutions:

• You cannot use this specific voucher again
• Look for other vouchers
• Wait for a new promotion

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"This voucher can only be used once."

What it means: You used this one-time voucher before.

Solutions:

• Single-use means once per person, ever
• Find other vouchers to use

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"This voucher is not available to you"

What it means: The voucher is targeted to a specific person.

Causes:

• Personalized voucher (birthday, VIP, compensation)
• You're not the intended recipient

Solutions:

• This voucher was meant for someone specific
• Look for public vouchers available to everyone

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"This voucher is only available for specific membership tiers."

What it means: Your membership tier doesn't qualify.

Example: Voucher is Gold-only, you're Silver.

Solutions:

• Check what tier is required
• See if you're close to upgrading
• Look for vouchers available to your tier

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"This voucher is only for members who have not redeemed a voucher at this business before."

What it means: The voucher is for members who haven't redeemed a voucher here before.

Causes:

• You've already redeemed a voucher at this business (regular purchases don't count, only prior voucher redemptions)

Solutions:

• You cannot use first-voucher-use vouchers once you've redeemed any voucher here
• These are for encouraging a first redemption
• Look for other vouchers

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"This voucher is only available for members who joined within the last [X] days."

What it means: You joined too long ago to qualify.

Causes:

• You're an established member, not "new"

Solutions:

• New member vouchers aren't available to you
• Look for vouchers targeting all members

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"Minimum purchase of [AMOUNT] required."

What it means: Your purchase doesn't meet the minimum.

Example: Voucher requires $50 minimum, your order is $40.

Solutions:

• Add items to reach the minimum
• Save the voucher for a larger purchase
• Look for vouchers without minimums

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Saving to wallet issues

"This voucher is no longer available"

What it means: The voucher has expired or been fully used up.

Causes:

• Voucher passed its expiry date
• Total usage limit reached (all redemptions used)

Solutions:

• Look for other active vouchers from the same business
• Contact the business, they may create a new one

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"This voucher is not available to you"

What it means: The voucher was created for a specific member.

Causes:

• Personalized voucher (birthday, VIP reward, compensation)
• You're not the intended recipient

Solutions:

• This voucher was meant for someone specific
• Look for public vouchers available to everyone

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"This voucher has already been claimed"

What it means: The limited-use voucher has been saved by the maximum number of members.

Causes:

• Single-use batch voucher code already claimed by another member
• Total usage limit reached before you saved it

Solutions:

• This voucher code is no longer available
• If it's a batch promotion, look for other available codes
• Contact the business for alternative offers

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Batch claiming issues

"Promotion temporarily paused"

What it means: The business has paused this batch campaign.

Causes:

• Business is adjusting the promotion
• Campaign reached intended capacity
• Temporary business issue

Solutions:

• Check back later. Campaigns can be resumed
• Contact the business for information
• Look for other promotions

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"You have already claimed a voucher from this batch."

What it means: You already claimed a voucher from this batch.

Causes:

• You previously scanned this QR code and claimed
• Each batch gives one voucher per member

Solutions:

• Check My Cards. Your voucher should be there
• You cannot claim again from the same batch
• Use your existing claimed voucher

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"No vouchers available in this batch."

What it means: All vouchers in the batch have been claimed.

Causes:

• Popular promotion ran out of codes
• Limited batch size

Solutions:

• This batch is exhausted
• Contact the business, they may create a new batch
• Check for other available promotions

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The claim page shows "Login to claim"

What it means: Guest users can't claim batch vouchers.

Solutions:

• Tap Login to claim to start login/registration
• After signing in, you'll return to the claim page
• Complete your claim

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"Can't claim, page refreshes"

Causes:

• Session expired
• Network connectivity issue
• Browser cache problem

Solutions:

• Log out and log back in
• Try a different browser
• Clear browser cache and cookies
• Check internet connection

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QR code issues

QR code won't scan

Causes:

• Screen brightness too low
• QR code too small
• Camera focus issues
• Screen glare

Solutions:

• Turn brightness to maximum
• Pinch to zoom on the QR code
• Hold phone steady, let camera focus
• Angle screen away from lights
• Try manual code entry instead

Staff says "invalid QR"

Causes:

• QR code is for voucher view, not redemption
• Technical issue with scanner
• Wrong voucher selected

Solutions:

• Use the specific voucher QR from detail page
• Try telling staff the text code instead
• Staff can enter code manually

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Discount calculation questions

"My discount is less than expected"

Example: Expected 20% of $200 = $40, but got $25.

Causes:

• Maximum discount cap in effect
• Discount calculated on subtotal (before taxes/fees)

Solutions:

• Check voucher details for "maximum discount" cap
• Caps limit how much percentage vouchers can discount
• This is working as designed

"No discount was applied"

Causes:

• Wrong order (didn't meet requirements)
• Voucher already used
• Technical error

Solutions:

• Verify you meet minimum purchase
• Confirm voucher wasn't already redeemed
• Ask staff to re-enter the code
• Check your transaction receipt

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Bonus points vouchers

"I didn't get a discount"

For bonus points vouchers: There is no monetary discount.

How it works:

• You pay full price for your order
• Loyalty points are added to your card
• The points are the reward, not a price reduction

Check your loyalty card: Points should appear immediately.

"Points didn't appear"

Causes:

• Redemption didn't complete successfully
• Points credited to wrong card
• System delay

Solutions:

• Verify redemption in your voucher history
• Check the correct loyalty card
• Wait a few minutes and refresh
• Contact business if points don't appear

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Account & eligibility

"I should be eligible but the voucher won't work"

Check these:

1. Your tier: Is it up to date?
2. Join date: When did you become a member?
3. Voucher history: For first-voucher-use offers, have you already redeemed any voucher here?
4. Previous uses: Have you used this voucher before?

If something seems wrong with your account status, contact the business.

"My friend sent me a voucher but I can't use it"

Possible reasons:

• Voucher requires specific tier (you're different tier)
• First voucher use only (you've already redeemed a voucher at this business)
• New members only (you joined too long ago)
• Total limit reached (voucher exhausted)
• Voucher expired

Check the voucher requirements against your status.

"I changed tiers, will I lose my tier voucher?"

No. Once a voucher is in your My Cards, it's yours to use. A voucher delivered to you because you reached a membership tier stays in your My Cards even if you later move to a different tier, and you can still redeem it.

Why: Tier targeting controls who receives a voucher, not whether a voucher you've already received can still be used. Leaving a tier doesn't remove a tier voucher you already have or stop you from redeeming it.

A received voucher stays redeemable unless:

• The voucher expires
• The business deactivates (pauses) it
• It's fully claimed or used up
• Another rule on the voucher blocks your particular redemption

"I don't want a voucher in My Cards, how do I remove it?"

Remove it yourself:

1. Open the voucher in My Cards
2. Tap Remove from My Cards

This works for any voucher, including ones delivered to you automatically as a tier reward. Removing a voucher doesn't bring it back on its own.

If it's still available, you can add it again later.

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Staff-side issues

Staff can't find the voucher

For staff: There is no list of vouchers to pick from. The redeem page takes a code: prefilled when you open it from the customer's wallet QR, typed when the customer reads it out.

• Re-check the exact code with the customer
• Code might be for a different club/location
• Voucher might be inactive or expired

Ask customer:

• Where they got the code
• If they can show the voucher on their phone

Redemption won't process

For staff:

• Verify customer meets requirements
• Check minimum purchase amount
• Confirm voucher has remaining uses
• Try refreshing the page

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Getting help

If you've tried the solutions above and still have issues:

For customers

1. Take note of the exact error message
2. Contact the business
3. Explain what you tried to do
4. They can check your account status

For staff

1. Note the error and customer details
2. Try alternative methods (manual entry if QR fails)
3. Contact your manager
4. Partner can investigate in dashboard

For partners

1. Check voucher settings (is it active? dates correct?)
2. Verify eligibility rules aren't too restrictive
3. Look at redemption history for patterns
4. Adjust voucher settings if needed

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Related topics

• Finding and Saving Vouchers: Discovering and saving vouchers
• Claiming via QR Code: Batch voucher claiming
• Redeeming In-Store: Using vouchers at checkout
• Validating Vouchers (Staff): Processing redemptions
• Creating Vouchers: Setting up vouchers
• Managing Batches: Batch campaign troubleshooting