Why does my coupon code not work?

[SFNKaren]

I set up a coupon code today but it is not working. The message my customers receive when trying to use it is "NEWSLETTER10 does not match a valid coupon code or gift card." Please help as I've already sent this coupon code in an email newsletter. Thank you!

[Lou8 · Accepted solution]

Is it possible that you ticked the condition that limits the number of time a voucher can be redeemed in total when creating it @SFNKaren ?

If that's the case, it's expected behavior for the voucher to become invalid once one of your customer uses it. Instead, make sure to tick the first condition if you're looking at applying some kind of limitation.

[Lou8]

Thanks for posting on the Community @SFNKaren .

It's tough to pinpoint what might be going on without taking a look at your account. Could you share a screenshot of the coupon's settings on this thread so I can take a closer look ? 

[JTPets]

I am going to suspect you made a coupon code for online and wanted it to work on the POS? If i am correct the promo codes do not work on the POS since the migration of square marketing to the dashboard from online.

[SFNKaren]

Thanks but nope. I made it for online through marketing because I want my customers to be able to use it online. But it doesn’t work for them. 

[Lou8 · Accepted solution]

Is it possible that you ticked the condition that limits the number of time a voucher can be redeemed in total when creating it @SFNKaren ?

If that's the case, it's expected behavior for the voucher to become invalid once one of your customer uses it. Instead, make sure to tick the first condition if you're looking at applying some kind of limitation.

[SFNKaren · Accepted solution]

Thanks very much! Yes I had indeed ticked both the top two boxes however not even the first customer was able to redeem it. It had not been redeemed even once.

I now cancelled it again (wish I could edit!) and set up another coupon code with the same name ticking off only the top box and limiting my customers to use only once. I also decided to change the percentage off to a fixed discount and activated it once more. And it works!! So not sure what made the difference - ticking off just one of the above boxes or changing it to a fixed discount. But I'm thankful for your help.