Potential customers are getting this error message when trying to use a valid code.
They meet all requirements for the code.
Does anyone know what this error message means?
Thanks.
Topic summary
Customers report a checkout error stating a valid discount code isn’t available, despite meeting all conditions. Multiple merchants confirm the issue, including one case where a $110 cart showed “JONESPRO30” applied, then failed at payment.
Shopify staff advise reviewing the Discounts guide and checking discount parameters in the admin. Potential causes cited include date/time windows, customer eligibility, minimum purchase, country availability, and product applicability.
One merchant set the discount to apply only to abandoned carts (carts left without completing checkout) and still saw the error. Another notes no clear solution found in the knowledge base.
Actions offered: staff propose account authentication to investigate settings and direct merchants to live support (chat, email, callback) via the provided link for account-specific troubleshooting. A request for screenshots of the discount’s rule configuration was made to diagnose limitations.
Outcome: no public resolution in the thread. Next steps are to verify all discount parameters and contact Shopify support for an account-level review. Discussion remains open with unanswered causes for specific cases.
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Hi, @CJP !
My name is Lilith, I’m on the Social Care team at Shopify.
If you’ve used the Discounts guide and you’re encountering this message at checkout, there could be a few different factors that can cause this error. It could be a setting in the discount, time and date, customer actions and details at checkout, or other reasons.
I’d like to take a closer look at this if you’d like. I will have to send over an email to you to get you authenticated. Would you like me to check into this for you?
Let me know how you do with the information above! I’m happy to answer any questions you think of as you work on your business.
I’m having the same problem
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I am also having a similar problem. I don’t see a solution in the knowledge base or in response to this.
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Hi,
I’m having the same problem and all of the requirements have been met. Any answer please?
I set that the discount code be applie donly to the abandoned carts.
Any answer please?
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HI, @Marugalvis . If you’ve taken a look at the guide in the solution here and you’re not sure where the parameter might be missing in your discount setting you can certainly reach out to our live support team so they can have a look at the discount settings and help you out.
They’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the public forum in Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.
I also had a $110 order that showed up with the JONESPRO30 discount and when I entered my credit card…it said discount not available
Hello, can you please help me with this issue? Thank you
Hey @fanning11 ,
The first thing I want to know is what limitations or parameters did you set within the discount itself? You can get the best overview of this by opening the discount within the admin and having a look at this section. In fact, if you were to provide a screenshot of this area I’d have a clearer idea of what kind of discount rules you had created.
It’s quite possible that if you’d created a minimum purchase requirement, or hadn’t made it available to all countries, or hadn’t applied the discount to all products or something similar, it prevented your customers from using the code.
If you could provide me with this context then I’d be better able to help you!