Why can't my customers see their gift card code?

Shopify Discussion
1

Hello,

my customers are unable to see their gift code on the email. When they click to shop it takes them to a blank page.
please advice

2

Hi, @Folklore_Gisa !

Welcome to the Shopify Community. Sorry to hear that your customers have been unable to open their gift cards via email. Have other customers been successful in viewing their gift cards before this, or when did the issue start? Make sure to double check that the gift cards in question are still active, and have a remaining balance.

Next, I recommend sending yourself a test gift card email to see if you can replicate the issue. To do this, here are the steps:

  1. From your Shopify admin, head to Settings > Notifications.
  2. Under Orders, Click the Gift Card Created notification.
  3. Click Preview in the top right hand corner.
  4. Open the test email sent to you, and click View gift card.

Does the preview email look correct to you, and does the gift card link work? If it does, ask your customer what browser and device they are using to view the gift card. Ask them to try a different browser or device, and make sure any pop-up blockers are disabled.

If the preview doesn’t work for you, have you made any custom edits to this notification template? You can restore the original template by clicking Revert to default in the bottom left-hand corner of the page. Note that it won’t be possible to revert back to the custom template you may have created after reverting, so you may wish to copy and paste your custom template code and save it elsewhere.

If this is still not successful, my next recommendation will be to reach out to our Support team so we can take a closer look. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback - you can contact our Support team here.

Let us know how this goes!

3

Hi @Hilary_3 Hilary,

We’re having the same issue. The gift card email is sent, but there is no code accompanying it. It is especially strange as it says ‘Keep this email or write down your gift card number’, as there is no number shown.
Do you know what might be causing this issue?

When we click ‘view gift card’ we get a QR code, but still no product number

Is it possibly the way the gift card product has been set-up?

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4

I’m having the same issue. I’ve followed Hilary’s steps listed below and it doesn’t seem like a gift card code is even a part of the default email being sent out.