Troubleshooting
Sync errors, missing gift cards, email delivery and report questions.
6 articles
Fixing gift card sync errors
What a gift card sync error means, where to see which sales channel failed and why, common error messages (such as "Unable to find gift card") and their fixes, how to retry, and when to contact support.
A gift card wasn't created for an order
Why a gift card bought in Shopify, Lightspeed, WooCommerce or another sales channel might not appear in Wrapped - order not paid or completed yet, still processing, wrong product, channel disconnected, order placed before connecting - and how to check and process the order from Check orders.
A gift card code isn't accepted at the register or checkout
Troubleshooting a gift card that's "not found", "invalid" or has no balance at a register or online checkout - typing and scanning problems, cards not yet in that sales channel, $0 printed cards, voided or expired cards, sync errors, barcodes that hold a web address, and Shopify development stores.
A customer didn't receive their gift card email
How to find out why a gift card email didn't arrive - check the card's email activity, what delivered, bounce, dropped and deferred mean, the reasons Wrapped doesn't send an email at all (emails off, unsubscribed, suppression list, $0 balance) - and how to resend it, share the card another way and improve deliverability.
My email template changes aren't showing
Why an edit to a gift card email or PDF doesn't reach customers - a web store product with its own version, the card getting a different email from the one you edited, the classic editor on a new-branding account, a card issued with its own email, or looking at an email sent before the change - and how to check each.
A gift card or change is missing from a report
Why a gift card, sale, redemption or adjustment doesn't appear in Wrapped's reports or Home figures - the 2-hour refresh, the date range and time zone, activation date vs change date, the customer email filter, cards hidden from reporting or deleted, Home's All time starting at account creation - and what to check for each.