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Why is a promo code rejected?

A code may be rejected because it is invalid, inactive, expired, or not eligible for the context. Final validation remains server-side.

Understand the rejectionBack to packages and pricing
Immediate answer

Understand the rejection

The code field can be opened on request. Entered text is normalized to uppercase. In the documented journey, the code is then verified server-side and the interface displays a success or error message. The summary and total are recalculated only when the benefit is accepted.

A rejection concerns the requested benefit.

It indicates that the code cannot be applied in the verified context. It does not automatically mean the rest of the booking is invalid.

iDemo data—fictional values.
Code during bookingVerification before confirmation
Subtotal: $160.00
Ready to verifyThe code will be normalized to uppercase before the simulated verification.
Benefit applied0,00 $
Total160,00 $
02Guided diagnosis

Verify the code

Start with the confirmed general conditions. They help distinguish an entry error from a benefit that does not match the configured package or threshold.

01 · Entry

Code entry

Verify the code communicated to the customer. The field normalizes the entry to uppercase, but the text must still match the expected code.

02 · Status

Promotion status

A general promotion may be active or inactive. A recognized code therefore does not necessarily grant the requested benefit.

03 · Offer

Eligible package

A promotion may apply only to certain packages. Verify that the selected service is part of the relevant offer.

04 · Threshold

Quantity threshold

Some promotions may depend on a minimum quantity or a threshold configured in the service cart.

05 · Attempts

Repeated attempts

After several failures, a temporary local lock may prevent an immediate new attempt. The number of attempts and duration are not displayed here.

Rules vary according to the program used.

A referral program may, for example, verify its validity period, package, duplicates, self-referrals, or a configured cap. These conditions must not be generalized to every promo code.

03Types of benefits

Distinguish benefits

The code field, referral programs, and credits already recorded in the account do not represent the same mechanism.

Promo code

A promotion configured by the business. It may be active or inactive and apply to certain packages or quantity thresholds.

Referral code

A code associated with a referral program that has its own eligibility rules.

Referral credits already earned

Credits already associated with the customer record and separate from the code entered in the promotion field.

Survey credits

Separate credits that may already be associated with the customer record.

Expected result

Effect on the amount

Accepted

The summary and total are recalculated after the benefit is accepted server-side.

Rejected

The amount remains unchanged and the interface displays an error message. In applicable journeys, a code may also be removed before confirmation if the booking choices change and no longer meet the applicable conditions.

Technical support

Prepare for support

To facilitate diagnosis, prepare the following information before contacting the technical support team.

Contact support
  • The exact code entered
  • The package and options
  • The date and time of the attempt
  • The exact error message
  • The expected result
  • A screenshot of the displayed summary

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Explore the modules

View the product pages to place code validation within its journey.

Appointment bookingUnderstand the booking-validation steps.ReferralsUnderstand eligibility and referral-reward attribution rules.