Common Voucher Issues & Solutions.

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

Error Messages

"Invalid voucher code"

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

"This voucher is not currently active"

What it means: The voucher exists but is disabled.

Causes:

• Business temporarily deactivated it
• Promotion ended early

Solutions:

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

"This voucher is not valid yet"

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

Message includes: "It becomes active on [DATE]"

Solutions:

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

"This voucher expired on [DATE]"

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

Solutions:

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

"This voucher has reached its maximum 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

"You have already used this voucher [X] 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

"This single-use voucher has already been redeemed"

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

Solutions:

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

"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

"This voucher is only available to [TIER] members"

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

"This voucher is only valid for your first purchase"

What it means: The voucher is for first-time buyers only.

Causes:

• You have previous purchases on record

Solutions:

• You cannot use first-order vouchers
• These are for customer acquisition
• Look for other vouchers

"This voucher is only available to new members"

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

Message includes: "...members who joined within the last [X] days"

Causes:

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

Solutions:

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

"Order must be at least [AMOUNT] to use this voucher"

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

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

"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

"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

Batch Claiming Issues

"This promotion is 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

"You've already claimed this voucher"

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

"No vouchers available"

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

"You must be logged in to claim"

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

Solutions:

• Tap "Claim My Voucher" to start login/registration
• After logging in, you'll return to the claim page
• Complete your claim

"Can't claim—page just 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

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

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

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

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. Purchase history: Is first-order status correct?
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-order only (you're not a new customer)
• New members only (you joined too long ago)
• Total limit reached (voucher exhausted)
• Voucher expired

Check the voucher requirements against your status.

Staff-Side Issues

Staff can't find the voucher

For staff:

• Customer may not be eligible (check dropdown for eligible vouchers)
• Code might be for 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

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 directly
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

Related Topics

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