Why does the discount code tab only show as 'Gift Card' on some devices?

Shopify Discussion
1

Hello!

The discount code & gift card tab is only showing as “Gift Card” when my client opens it and they can’t use the discount code provided.

On another device, the same page opens as “discount code & gift card” and the same coupon works.

How can we fix it?

2

Hi, @LanaY .

For context, in order for the discount field to show up on checkout a store will need to at least have one active discount code. If you’ve made sure that a discount code is active, you can also double check for the following:

  1. Is the store using a third-party app to create and control the discounts? If so, you can try to disable the app’s features if it’s available to do so within the app, and try creating the discount code via the Shopify admin instead, to see if the discount field will appear on checkout.

  2. To further rule out any other potential third-party interference, you can also install a fresh copy of a Shopify theme and preview the store’s checkout on this fresh theme. To install a Shopify theme, go to Online store > Themes, scroll down to the Popular free themes section, and select a theme to add to your library. From there, click on the Ellipsis (…) next to the newly added theme > Preview, and you can then view the website to see if the discount field appears on checkout. If the issue doesn’t persist on the fresh theme, chances are a third-party app or any recent code change to the store’s theme may be interfering with how the discount field is meant to be shown.

  3. Seeing as the discount field seems to appear on at least one device, it’s worth going through some local troubleshooting on the device that the discount field isn’t appearing on checkout. This includes previewing the store’s checkout via an incognito window, clearing the browser’s cookies and cache prior to accessing the website again, or using a completely different browser like Chrome or Firefox. If you haven’t already done so, I also recommend trying on other devices, to see if the discount field doesn’t appear in multiple other devices too.

If you need further help to look into this matter though, you can contact our team so that we can take a closer look at your account from our end. We aren’t able to do this via the Community Forums at this stage, but you can reach out to our support team via our Help Center here by typing contact support in the chat box. Follow the prompts given by the virtual chat assistant from there, and you’ll be given the option to connect with a live support team member.