---
title: "Fix common promotions issues"
url: "https://support.cosmesoft.app/en/article/fix-common-promotions-issues"
language: "en"
last_updated: "2026-09-24T22:29:23.273Z"
---

# 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**](https://support.cosmesoft.app/en/article/about-promotions). For setup steps, see [**How to manage gift vouchers**](https://support.cosmesoft.app/en/article/how-to-manage-gift-vouchers), [**How to manage treatment packages**](https://support.cosmesoft.app/en/article/how-to-manage-treatment-packages), and [**How to manage loyalty points**.](https://support.cosmesoft.app/en/article/how-to-manage-loyalty-points)

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## 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.

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## 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.

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## 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.

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## 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.

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## 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.

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## 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.