Coupon Code Not Working

[Poshak]

Hello - this is a long standing issue and I have tried sorting it out with Support, but haven't had any luck.  Ever since Coupons have moved under Square Marketing, its been a challenge to set them up, becuase no matter what I try, they do not seem to work.  

I have tried 10% coupon that was apply to Entire Site.  I have activated the coupon, but when I try to enter it on my website, the coupon is not captured at all.  Used to be very simple, but not anymore.  

Can anyone help?

[LuvPure]

Yes!  It's driving me nuts!  When the changes went thru last March, I updated all the coupon codes I already had.  I entered a few new ones last month, and tested them before I gave any out.  Now, anything I created today, or last month get this message "does not match a valid coupon code or gift card".  The ones I updated in March still work.  I don't get it!  

I double checked all my settings for the coupons.  They all say they are "Active".  I tried more than once. I'm not immune from typos after all.  I tried using the link instead.  It SAID the code was applied to the order.  It wasn't.  AND wouldn't work manually that way either.

The only upside is that I've learned not to give out coupon codes until I check them first.  Unfortunately, I did give out the ones I created last month.  I hope no one tries to use them.  That would make me look pretty sketchy.  

Sorry Poshak to answer your question without an answer.  I guess it makes me feel a LITTLE better that it's not just me.  You're right though.  It did used to be very simple.  They keep changing things, and in my experience at least, it has just made it more difficult and time consuming.  All active - checkOk, I'll try the link insteadYay! Coupon code appliedNope. That was just a tease.

[MayaP]

Hi @LuvPure, thanks for sharing your feedback. I’m sorry to hear the coupons aren’t working as expected. I’m looking into this further and will follow up as soon as I have more information.

[MayaP]

Hey @LuvPure  – I appreciate your patience. I escalated this back in January to Advanced Support, and they identified and addressed the issue preventing syncing on your site. They corrected the errors, re-indexed Discounts, Products, Categories, and Locations, and cleared the Store’s API cache.

That should have resolved the problem, but if you're still experiencing any issues, please let me know. Be sure to tag me so I don’t miss your reply. 

[MayaP]

Hello @Poshak, I’m sorry to hear about the trouble you’ve been having with setting up and using coupons. I know how frustrating it can be when something that used to work seamlessly now feels complicated. Can you share the coupon code you created that isn't working? Feel free to send me a dm if you feel more comfortable providing it that way. If you can give any additional details, that would be great. 

[MayaP · Accepted solution]

Hello @Poshak  - I greatly appreciate your patience. If a coupon isn’t working, it’s often because it shares the same name as a previously deactivated coupon. While the system allows you to create a new coupon with the same name, this can cause it to fail.

I recommend creating a new coupon with a distinct name to see if that resolves the issue. If the problem persists, our Square Online Team would be happy to investigate further—just let them know the details, including the coupon code, the items being tested, and any error messages you’re seeing. Our Support Team is available at 1-855-809-9000, from Monday to Friday, 9 AM - 9 PM, Montreal Time.