Why isn't my reward discount code working at checkout? (Essential Loyalty app)

Reward codes look like LOY-XXXXXXXX (or your own prefix). If a code is rejected, or gives the wrong discount, check these items.

• Already used or expired: each code works once. Check the customer's rewards in the app to see whether it was already used or has expired.
• Minimum order: the cart total may be below the reward's minimum.
• Product or collection rules: the reward may apply only to certain products. A free product reward needs that product in the cart. Adding the code alone does not add the product.
• Another discount is active: discounts can be set to combine or not combine. If another discount is in the cart, the code may be rejected.
• Different customer: the code only works for the customer who redeemed it, so they must be logged in with that account.
• Subscriptions: loyalty codes are single use and do not apply to recurring subscription renewals.

Discount is 100%

A percentage reward set to 100% discounts all eligible items. Check the reward settings in Program → Rewards. A free product reward is also a 100% discount for that one product line.

Still not working?

Send support the code, the customer's email, and a screenshot of the checkout error. The support team can check the reward's status.