Help CenterHelp Center / Discounts and marketing · Concept
What the common messages on coupons, discount rules, reminders and gift cards mean, and how to fix them.
Find the message or the symptom, then follow the fix. Each feature's own page lists more messages; rule builder messages are on Discount rule messages.
| Missing item | Why | Fix |
|---|---|---|
| Coupons | The Coupons feature is off | Turn on Coupons under Shop › Features |
| Discount rules | Your plan has no full offer engine and you have no rules | Upgrade under Shop › Plan & billing |
| Abandoned carts | Not in your plan, and no reminder was ever sent | See Abandoned carts |
| Back in stock | Stock tracking is off | See Back in stock alerts |
| Gift cards | Gift cards are off and no card was issued | See Turn on gift cards |
| Message | Cause | Fix |
|---|---|---|
| "You already have a coupon with this code." | The code is taken by another coupon | Choose another code |
| A percentage coupon will not save | Max discount is required for a percentage | Enter a cap |
| Customer sees "Coupon is invalid or expired." | Off, expired, used up, or mistyped | Check the card's status under Coupons |
| Customer sees "This coupon cannot be combined with the offer already applied." | A discount rule on the cart is exclusive or does not accept coupons | See Priority and combining |
| Symptom or message | Cause | Fix |
|---|---|---|
| A rule is Active but customers get nothing | The shop uses classic coupons or a test run | Discount engine modes |
| A new rule does nothing | It was saved as Draft | Set Status to Active |
| "The full offer engine … is not included in your plan" | Creating, editing, activating and bulk codes need the offer engine | Upgrade, or use coupons |
| Saving the builder fails with a red message | A field is missing or wrong | Discount rule messages |
| Customer sees "This offer is no longer available." | Uses or budget ran out | Raise the limit in card 6 |
| Customer sees "This code has already been used." | A bulk code works once | Give a new code |
| Customer sees "Sign in to get this offer." | The rule depends on customer history or a per-customer limit | The customer signs in |
| The rule does not apply to a WhatsApp order | WhatsApp orders take coupons only | Offer a coupon |
| Message | Cause | Fix |
|---|---|---|
| "SMS reminders need SMS consent: turn SMS on for the checkout box on the Marketing consent page first." | The checkout box does not collect SMS consent | See Marketing consent |
| "No active coupon with this code: it must exist in Coupons, be switched on, not expired and not used up." | The reminder coupon is not usable | Check it under Coupons |
| A cart was not reminded | The reason is on the cart | One cart's timeline |
| Message | Cause | Fix |
|---|---|---|
| "This feature is not switched on for your shop. You can turn it on in Settings." | Stock tracking is off | Turn on stock tracking |
| Message | Cause | Fix |
|---|---|---|
| "The daily limit for manual gift card changes is reached…" | Cards issued by hand and adjustments share a daily limit | Try again tomorrow |
| "This gift card cannot be sent: it is not active or has no e-mail or phone." | Nothing to send to | Void it and issue a new card |
| "A gift card order cannot be changed. Cancel it instead (its gift cards are then voided)." | Gift card orders are fixed | Cancel the order |
| Customer sees "Gift cards must be paid online." | Cash on delivery is not allowed for gift cards | Gift card settings |