The two questions that cover 90% of promotion support: “why doesn’t this code work?” and “why isn’t my popup showing?” Both usually have a one-line answer below.
“The code isn’t working”
Work down this list — it’s ordered by how often each one is the culprit:
| Check | Why it rejects |
|---|---|
| Is the promotion Active? | The list page badge says Active/Inactive. Inactive codes always reject |
| Inside its window? | Before Starts or after Ends, the code is rejected |
| Total redemptions used up? | Check the Usage panel on the edit page against your Total redemptions cap |
| Per-customer limit + not signed in? | Codes with a per-customer limit require the shopper to sign in — guests are asked to log in, not given the discount |
| Minimum spend / quantity unmet? | The cart must satisfy both before the code applies |
| Targeting mismatch? | A Specific products promotion only discounts matching lines — if nothing in the cart matches, there’s nothing to discount. Review Targeting rules |
| Sale items skipped? | With Don’t apply to items already on sale checked, sale-priced items don’t count |
| Margin floor set to Reject? | If the discount would breach the floor and behavior is Reject the code entirely, the shopper sees an error — consider Trim instead. See Margin protection |
| Never-discount items? | Products flagged Exclude from promotions never discount, whatever the code |
| Welcome code on the wrong account? | Popup codes are locked to the account that earned them — and they’re single-use, so a completed order consumes it |
💡 Tip: Only one code applies per order — entering a second replaces the first. That’s by design; codes never stack.
“The popup isn’t showing”
Most of these are the popup being polite, not broken:
| Check | Explanation |
|---|---|
| Is it Active? | New popups start Off. Flip Active on the popup form |
| Inside its schedule? | Outside Starts/Ends it doesn’t load |
| Are you signed in? | It never shows to logged-in customers — sign out to test |
| Already converted? | Anyone who signed up through it never sees it again — use an incognito window |
| Dismissed recently? | Closing it hides it for your Hide for (days) after dismiss setting (default 7) |
| Session cap hit? | Default is 1 show per browsing session — open a fresh incognito window |
| Cookie banner unanswered? | It waits until the visitor accepts/rejects cookies, then re-arms |
| Trigger not reached? | 10-second delay means 10 seconds on the page; exit intent is desktop-only |
| Audience mismatch? | “New visitors only” won’t show to a browser that’s visited before |
| Excluded path? | Cart and checkout are always excluded, plus anything in your paths list |
💡 Tip: The reliable test recipe: incognito window + signed out + accept the cookie banner + wait out the delay trigger.
“The reward email didn’t arrive”
- Check spam, and give it a minute — it sends seconds after signup.
- Is the template Active? Notifications → Templates → Welcome Reward Code — the Active toggle must be on. See Welcome emails.
- Is your email sending configured? Settings → Email Settings — if order confirmations arrive, sending is fine.
- The shopper always sees their code on screen at signup and it’s auto-applied to their cart — the email is a backup copy, so a missed email never strands the reward.
FAQ
Can I run two promotions at once? Yes — any number can be active. Each order takes one code.
Can shoppers combine the welcome code with a sale? Yes, unless the promotion skips sale items or the product is excluded. The margin floor still applies.
What happens when someone signs up twice for two codes? Each account gets its own code, but each requires a fresh email address and account — the popup suppresses itself for logged-in and previously-converted visitors. Determined self-referrers exist on every platform; your exposure is capped at one first-order discount per account.
Why does the usage count matter after I delete a promotion? Deleting removes the stats too — pause with the Active toggle instead if you want history.
Where do newsletter opt-ins go? Into your subscriber list, linked to the customer account, with the popup recorded as the source — ready for Email Marketing.
Still stuck? Contact support with the promotion title and (for code issues) the exact code the shopper entered.