Fix common promotions issues

Use this guide to diagnose and resolve common issues with Gift Experiences, Treatment Series, Discount Vouchers, and Loyalty Points.

If you are not sure how promotions work, start with About Promotions. For setup steps, see How to manage gift vouchers, How to manage treatment packages, and How to manage loyalty points.

Problem 1 — Gift Voucher code not found or invalid at POS

Symptoms

• You enter a Gift Experience or voucher code at checkout and the system shows an error such as “Invalid Code” or “Voucher Not Found”.

Causes and solutions

1. Typo in the code: Codes are case-sensitive. Recheck the characters, especially similar-looking letters and numbers such as O and 0.
2. Voucher is suspended: Go to Settings → Promotions → Purchased Gift Experiences. If the status is Suspended, an Admin or Owner can use Actions → Unsuspend.
3. Voucher has no remaining balance or has expired: Open View Logs to confirm the remaining balance and redemption history. Manual voucher date extension is not supported.
4. Wrong client or recipient record: Check the client’s Profile → Promotions tab to confirm the voucher is listed against the expected client or recipient.

Problem 2 — Treatment Series session not applying at POS

Symptoms

• A client has a Treatment Series, but the eligible service does not apply as a $0.00 redemption in the POS cart.

Causes and solutions

1. Service does not match the series definition: Confirm the service or product in the cart exactly matches an item included in the Treatment Series template.
2. No remaining units: Open Client Profile → Promotions and check the remaining item counts for the client’s Treatment Series.
3. Sale assigned to Walk-in or the wrong client: Treatment Series redemptions must be linked to the named client who purchased or owns the series.
4. Original purchase was not completed: Confirm the original POS sale or invoice for the Treatment Series was finalised and paid.

Problem 3 — Loyalty points not accruing

Symptoms

• A client completes a purchase, but their loyalty points balance does not increase.

Causes and solutions

1. Loyalty programme is disabled: Go to Settings → Loyalty Programme and confirm the programme is enabled for the clinic or group.
2. Minimum spend was not met: Check the configured Group Minimum Spend and compare it with the transaction total.
3. Sale was processed as Walk-in: Loyalty points accrue only when the transaction is linked to a client profile.
4. Expected manual changes are not available: Manual balance adjustments and item-level loyalty exclusions are not currently supported.

Problem 4 — Discount voucher not applying as expected at POS

Symptoms

• The whole-cart discount does not apply, the discount amount is lower than expected, or package-funded items are not discounted.

Causes and solutions

1. Discount was expected to apply to one line item only: Discount vouchers created from POS are whole-cart discounts only. They are not item-level discounts and are not created from pre-configured discount templates.
2. Package-funded items are in the cart: Items redeemed from a Treatment Series are excluded from cart discount calculations. Remove package-funded items or process them separately if needed.
3. Fixed amount is higher than the discountable total: A fixed discount cannot exceed the eligible discountable total. Check the cart total after excluding non-discountable items.
4. Percentage is higher than the allowed limit: Percentage discounts cannot exceed 100%.
5. Discount was applied before all eligible items were added: Add all eligible cart items first, then select Discount beside checkout and apply the cart discount.

Problem 5 — Discount voucher is missing from reporting or audit list

Symptoms

• A staff-applied POS discount is not visible where expected, or the invoice/audit details are unclear.

Causes and solutions

1. Wrong tracking location: Check Settings → Promotions → Purchased Discount Coupons, not the Gift Experiences or Treatment Series tabs.
2. Sale was not completed: The staff-created discount coupon is created and redeemed as part of the completed POS transaction. Confirm the sale was finalised.
3. Filtering hides the entry: Review filters for status, created date, created by staff member, or redeemed date.
4. Invoice link needed: Use the invoice reference in the Purchased Discount Coupons list to open the related invoice PDF.

Still not working?

If the issue persists, gather the following before contacting support:

• The Gift Experience code, voucher code, or Treatment Series name.
• The full name of the client.
• The transaction or invoice number, if available.
• A screenshot of any error message displayed at POS.
• Any relevant details from View Logs under Settings → Promotions or the client’s Profile → Promotions tab.