How to Troubleshoot Issues with Gift Card or Voucher Codes

Sometimes, gift card or voucher codes may encounter issues during redemption. This guide outlines steps to identify and resolve common problems.

Common Problems with Gift Card or Voucher Codes

Code Does Not Work: The system rejects the code upon entering it at checkout.
Mismatch Between the Code Sold and the Code Received: The displayed code does not match the one associated with the order.

Steps to Resolve Code Issues

1. Gather Key Evidence of the Issue

For issues like a non-working code, capturing clear documentation can greatly help in resolving it. Provide the following in a single screenshot or video:

Full Screen View: Ensure the entire screen is uncropped to offer complete context.
Error Message: Display the exact error message received.
Gift Card Code: Show the code you are attempting to redeem.
Error Location: Display the URL or app screen where the error occurs.
Device Information: Include visible date, time, and region settings from your screen.

If it is not possible to capture everything in one screenshot, record a video instead to show all details in a single file. Avoid submitting separate or cropped images.

2. Verify the Correct Code

Check that you are using the exact code provided in your order details. Specifically:

Double-check the order information and ensure you are entering the correct code associated with that order.
If there is a mismatch, confirm the order and code correspondence before taking further action (e.g., reporting the issue or trying again).

3. Address Non-Working Voucher Codes

If the voucher code still does not work, complete the following:

Correct Card Access: From your order page, click "Reveal" to ensure you are using the active card details provided.
Exact Code Usage: Confirm you are entering the exact revealed code or scanning the barcode from the card details page.
Replacement Cards: If the card was time-limited or expired, use the newly issued replacement card by accessing your order page and revealing its details.

By using the correct card details and ensuring all information is current, most code entry issues can be resolved.

Best Practices for Avoiding Issues

Always store your gift card codes safely and securely.
Regularly check expiration dates and look for replacement cards if necessary.
Ensure your device’s date, time, and region settings are accurate as they may affect code redemption.

How do I troubleshoot issues with gift card or voucher codes?