A sync error means Wrapped couldn't create or update a gift card in at least one of your sales channels. The card's balance in Wrapped is still right, but that channel has a missing or out-of-date copy of the card. Open the card to see which channel failed and the channel's reason, fix the cause, then click Re-sync again.
Where to see sync errors
- Gift cards › All gift cards: affected cards have a Sync error badge. To list them all, click All filters, set Sync errors to Has sync errors and click Apply.
- On the card's page: a red banner says "There was an error syncing the gift card to platforms" and lists one line per failed channel, in the form channel - message.
The banner uses the channels' technical names:
| Shown as | Sales channel |
|---|---|
| Shopify | Shopify |
| Vend | Lightspeed Retail X-Series |
| RSeries | Lightspeed Retail R-Series |
| Kounta | Lightspeed Restaurant O-Series |
| KSeries | Lightspeed Restaurant K-Series |
| LSeries | Lightspeed Restaurant L-Series |
| CSeries | Lightspeed eCom C-Series |
| Ecwid | Lightspeed eCom E-Series |
| HeartlandRetail | Heartland Retail |
| BigCommerce, WooCommerce, Square, Hike, Bopple | Those channels |
| WrappedWebStore | Your Wrapped web store |
Retry a sync
- Fix the cause (see the table below).
- Open the card and click Re-sync again in the red banner, or click … (More actions) › Re-sync balance to sales channels.
Wrapped tries every connected channel again. If the card was never created in a channel, or the channel says it can't find the card, Wrapped tries to create it. Otherwise it sets the channel's balance to the Wrapped balance. If everything works, the banner disappears and you'll see "Gift card re-synced to all connected sales channels." If not, the banner shows the latest error.
Wrapped doesn't retry failed syncs on a schedule. It tries again the next time the card changes (for example a sale or an adjustment) or when you retry. Retrying works one card at a time; contact support if many cards need it.
Errors from a sales channel you've disconnected or turned off are ignored, so they stop counting against the card.
Common errors
| Message (or it mentions) | What it means | What to do |
|---|---|---|
| "Unable to find gift card", "Could not find gift card" or "Gift card could not be found" | The card isn't in that channel: it was deleted there, it was never created, or the channel was reconnected to a different store. | Click Re-sync again. Wrapped tries to create the card. |
| "Unable to create gift card" | The channel refused to create the card. Usually the code breaks the channel's code rules, or the code is already used in that channel. | Check the code against each platform's rules. If the code can't be used there, issue a replacement card with a valid code, move the balance and void the old one. |
| A message saying the code is too short, too long, or invalid | The code breaks that channel's format rules, for example Square needs 16 digits. | As above. Change your code format for future cards. |
| "code: has already been taken" (Shopify) | Shopify already has a gift card with this code, for example one created before Wrapped, with no balance on it. | Contact support with the code. |
| "Gift card reason 'Correction' needs to be added to your Heartland settings" (or 'Gift' or 'Promotional') | Heartland needs these gift card reasons to exist before Wrapped can adjust cards. | Add the gift card reasons Correction, Gift and Promotional in Heartland, then retry. See Connect Heartland Retail. |
| Mentions unauthorized, forbidden, access token, 401 or 403 | Wrapped's connection to the channel has expired or lost permission. | Check the channel in Settings › Sales channels and reconnect it if needed, then retry. See Sales channel status. |
| Mentions too many requests, rate limit or 429 | The channel was busy and asked Wrapped to slow down. | Retry in a few minutes. |
| The card has a negative balance | A card can't be negative in a sales channel. | Adjust the balance in Wrapped. See Negative balances. |
| Mentions a currency, for example "gift cards can't be applied on … orders" (Shopify) | The card's currency doesn't match what Shopify expects. | See Currencies and gift cards and contact support. |
What a sync error means for the customer
- The card works normally in every channel that synced.
- In the failed channel, the card may be missing (so the code isn't recognised) or have an old balance.
- A newly issued card that failed in every channel may not have been emailed yet. Resend it once it's fixed. See Edit recipient details and resend a gift card email.
When to contact support
Contact support if:
- the error is still there after you've fixed the cause and retried,
- you don't understand the message,
- lots of cards have the same error, or
- the error is about a code that's already taken or a currency.
Send the gift card code (or the last four characters), the sales channel, and the exact error text from the banner. See Getting help from the Wrapped team.
Common questions
Does a sync error mean the balance in Wrapped is wrong?
No. Wrapped's balance is correct. The error is about the copy in a sales channel.
Will the error fix itself?
Only if the next sync works, for example when the card is next used or adjusted. Retrying yourself is faster.
Why does a card with a sync error still work in some places?
Each channel holds its own copy. Channels that synced successfully are up to date.
Can I re-sync all cards with errors at once?
Not from the dashboard. Contact support.