A reward code isn’t working
Check who the code is for, whether it was used, and how it combines with other discounts.
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If a customer says their reward code won’t apply, work through these checks.
The code is for a different customer
A reward code is issued to one specific customer. Nobody else can use it, including the same customer’s other accounts or a friend they shared it with.
The code has already been used
A reward code can be used once. If it’s already been redeemed at checkout, it won’t apply again.
It’s combined with another discount
Each reward sets which of your other discounts its codes combine with, under Combinations on the reward’s page. A new amount-off reward combines with product and shipping discounts but not order discounts. A new free-shipping reward combines with product and order discounts but not other shipping discounts. An amount-off reward created before this setting existed doesn’t combine with shipping discounts until you turn that on. The other discount’s own combination settings must allow it too. If either one doesn’t, the customer can use only one of the two. A change applies to codes issued after you save, not to codes the customer already has.
A canceled code still applies at checkout
If you canceled the code from the customer’s page in the Shopify admin, EarnKit stops offering it as usable. Canceling doesn’t change the customer’s points or delete the discount in Shopify: if the discount code still exists under Discounts, the customer may still be able to apply it at checkout unless you delete it there too. See Cancel a reward code.
The code is still being prepared
A newly redeemed reward code can briefly show as Getting ready while EarnKit finishes creating it in Shopify. Reload the Rewards page after a moment to check its status, then use the code once it shows Ready to use. If EarnKit confirms that code creation failed, it returns the points.