When a code isn't accepted, it's usually one of three things: the code was typed or scanned differently from the real code, the card isn't in that sales channel yet (it's brand new, has a $0 balance, or failed to sync there), or the card has no balance there because it was voided, deleted, expired or already spent. Start by searching for the code in Wrapped: what you find tells you which one it is.
Step 1: Search for the code in Wrapped
- Go to Gift cards › All gift cards.
- Type the code, or just its last four characters, and press Enter.
- Open the card if it's found.
- Not found at all? See "The code isn't in Wrapped" below.
- Found? Check its status, balance, sync errors and activity, using the table below.
Step 2: Match what you see
| What you see on the card in Wrapped | Why the code isn't accepted | What to do |
|---|---|---|
| Status Disabled (voided), Expired, or found only by search because it was deleted | The balance was set to $0 in every channel | The card can't be used. If that's a mistake, see Void or delete a gift card or Gift card expiry. |
| Status Redeemed, balance $0 | Already spent | Check Activity to see where it was used. |
| Status Empty | A $0 card, for example an unsold printed card. It isn't in your sales channels until value is loaded | Sell or load the card first. See Generate gift card codes for a printer. |
| A red sync error banner naming this channel | The channel refused the card or couldn't be updated | Fix the error and retry. See Fixing gift card sync errors. |
| No "Created … gift card in …" entry for this channel in Activity | The card has never been created in this channel, for example because the channel was connected after the card was issued | Click … (More actions) › Re-sync balance to sales channels. |
| Issued or bought a minute ago | Wrapped is still creating it in your channels | Wait a few minutes and try again. |
| It's a web store voucher | Vouchers aren't created in your sales channels. They're redeemed through Wrapped | See Redeeming vouchers. |
| Everything looks right and the balance is correct | The code probably reached the channel differently (see Step 3) | Type the code exactly as shown in Wrapped. |
Step 3: Typing and scanning problems
- Look-alike characters. O and 0, I and 1, S and 5, B and 8 are easy to mix up. Copy the code from the card's page in Wrapped to compare.
- Dashes, spaces and capitals. When Wrapped looks up a code itself (on the Lightspeed register screens Wrapped provides, the Redeem app and the check balance page), these don't matter. Checkouts that use the channel's own gift cards, such as Shopify checkout, follow that channel's rules. Type the code exactly as shown on the card's page.
- The barcode holds a web address or a different number. Some older physical cards, including some made for Lightspeed K-Series, have a URL in the barcode instead of the card code. Scanning them only works where Wrapped does the lookup, and only if that barcode value is saved on the card as its AlternateLookupCode (set when the cards are imported). At checkouts that use the channel's own gift cards, type the printed code. See Keep using the physical gift cards you already have.
- The scanner adds extra characters. Some scanners add a prefix, suffix or extra keystrokes. Scan into a text editor to check what it sends, and change the scanner's settings.
- The barcode won't read. See Barcode requirements for printed cards and scanners.
The code isn't in Wrapped
| Likely cause | What to do |
|---|---|
| The code was misread | Ask the customer for their gift card email or wallet pass and search again with the last four characters. |
| It belongs to another of your Wrapped accounts, for example another venue | Switch accounts and search there. See Working across more than one Wrapped account. |
| The purchase order was never processed | See A gift card wasn't created for an order. |
| It's an old card from before Wrapped that was never imported | Import it. See Import existing gift cards from a CSV file. For Shopify cards, see Bring existing Shopify gift cards into Wrapped. |
Channel-specific causes
- Shopify development stores don't allow gift cards at checkout, and there's no sandbox that does. Test with a small real redemption on the live store, then correct it. See Testing gift cards with a Shopify development store.
- Shopify expiry: the expiry date is set on the card in Shopify when it's created, so Shopify rejects it after that date. Changing the expiry later in Wrapped doesn't change Shopify's date; contact support if you need a Shopify card extended.
- Errors shown at a Shopify checkout come from Shopify. See Shopify troubleshooting.
The check balance page says the code is invalid
If many wrong codes are tried from the same network, the check balance page stops accepting guesses from it for a while. A correct code still works. Ask the customer to check the code carefully.
Common questions
It works online but not in store (or the other way round)
The card is in one channel but not the other. Open it in Wrapped, check for a sync error, and click … › Re-sync balance to sales channels.
The register shows a lower balance than Wrapped
That channel hasn't received the latest balance. Re-sync the card. If a sync error appears, see Fixing gift card sync errors.
The customer insists the card has money on it
Check the card's Activity in Wrapped. It lists every purchase, redemption and adjustment with the channel, location and time.