A coupon, voucher, or membership does not work
Use this when a customer reports a rejected code, a voucher that will not redeem, or a missing member benefit. First identify which of the three you are dealing with — they fail for different reasons:
- A coupon (discount code) changes the order price when entered in the cart.
- A voucher carries a purchased balance or entitlement the customer redeems later.
- A membership or annual pass is tied to the customer's identity and profile.
Coupon code is rejected
- Check spelling and leading or trailing spaces in the code the customer typed, and whether the code was already applied to the cart.
- Open Settings > Promotions and check whether the promotion still exists and is not archived. Archiving is how a promotion is stopped.
- If the discount amount looks wrong rather than rejected, compare the promotion's Value and Unit (percent versus fixed amount) with the cart total.
A promotion applies account-wide: it has no start or end dates, usage limits, or event, product, or sales-channel restrictions. If a customer expected a code to be "only for event X" or "expired", that restriction does not come from the promotion itself. Details in Create a coupon code.
Voucher will not redeem
- Check the code spelling, then find the voucher's original order and confirm its payment state — an unpaid voucher purchase is a common cause.
- Check whether the voucher was already redeemed or its value already consumed.
- Confirm the customer is redeeming an eligible offer in the shop this voucher belongs to, and that the value is applied before checkout completes.
Sell and redeem a voucher covers the full redemption test and its troubleshooting table.
Membership benefit is not applied
Membership problems are almost always identity problems:
- Open Sales > Customers and search by the exact email. Check for duplicate records — the benefit may sit on a different profile than the one used at purchase. See Clean up duplicate customer records.
- Confirm the subscription or pass is visible on the customer profile the customer actually used.
- When memberships come from an external system, check the external reference and the integration state — continue in Integration troubleshooting checklist.
Where annual pass controls are enabled, Sell and renew an annual pass describes the intended workflow.
Expected result
You know whether the failure is a typo, an archived promotion, an unpaid or consumed voucher, a wrong customer identity, or an integration lookup — and which record proves it.
Before contacting support
Collect:
- the exact code as the customer entered it
- for vouchers: the original order number and its payment state
- for memberships: the customer record link, duplicates found, and external reference
- the exact shop error text with date and time
