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A gift card code isn't working — what to check

Troubleshooting for hosts when a guest's gift card code is rejected at checkout, including how to reactivate an expired card and when to contact support.

If a guest tells you their gift card code is rejected at checkout, work through these steps in order.

1. Find the gift card in your back office

  1. Go to Sales in the navigation bar — the Sales overview appears

  2. Click the Gift Cards tab — your gift cards are listed

  3. Search for the code — clear any active filters first, as a date or status filter can hide a valid card

2. Check the details

Open the gift card and check:

  • Status — is it active, or already fully spent?

  • Balance — is there enough left to cover the booking?

  • Expiry date — has it passed?

  • Experience — a gift card created for a specific experience can only be used on that experience.

3. If the card has expired, you can reactivate it

You do not need to issue a new card. Extending the expiry date reactivates an expired gift card:

  1. Select the gift card — the gift card detail window opens

  2. Click the three-dot menu (⋮) in the top right — more options appear

  3. Select Change expiry date

  4. Pick a new date and add a reason

  5. Click Save changes — the card is active again

Every expiry change is recorded in the card's activity log. See Gift Card Management for the full set of actions.

4. Ask the guest to try in a private window

A cached checkout session can cause a valid code to be rejected. Ask the guest to open the booking link in a private or incognito window and try the code again.

The card exists but the code is still rejected

If you can see the gift card was issued, the expiry date is clearly in the future, and the guest still gets an "invalid" or "expired" error — stop here and contact us in the chat.

The same applies if you cannot find the code at all in Sales → Gift Cards even though the guest has the card in hand. This is not something you can resolve from the back office.

Send us:

  • the gift card code

  • the experience the guest is trying to book

  • a screenshot of the error the guest sees

We will look at the card record directly and get back to you.

Did this answer your question? If not, please reach out to us in the chat window at the bottom right, and we'll be happy to help 🤗

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