> For the complete documentation index, see [llms.txt](https://docs.giftcardfactory.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.giftcardfactory.app/misc/faq.md).

# FAQ

#### 1. I didn't receive an email with the generated gift card codes

If a bulk operation finished but no email arrived:

* **Check spam / junk folders** — provider filters sometimes flag bulk emails.
* **Confirm the recipient address** — typos in the operation form prevent delivery.
* **Check Emails → Deliveries** — every email the app sends is logged there with its status (delivered, bounced, spam, etc.). Use this to confirm whether the email actually left the app.
* **Add our sending address to your safe-sender list** to prevent future emails from being filtered.
* If the email still doesn't arrive, contact <support@code57.pl> with the operation number and the recipient address.

***

#### 2. Why can't I re-import gift cards with the same codes?

**Short answer:** Shopify does not allow gift cards to be deleted or recreated using the same code.

Once a gift card is created in Shopify, its code is permanently reserved. Even if the gift card is disabled, the code cannot be reused. Apps cannot delete, overwrite, or re-import gift cards using codes that already exist in Shopify.

**Your options:**

* Contact **Shopify Support** to ask if they can remove the existing gift cards (not guaranteed).
* Re-import using a **new code format** — for example, prefixing the original codes with `PS` — and notify customers of the updated codes.

This is a Shopify platform limitation and applies to all gift card apps.

***

#### 3. My emails keep landing in spam — what can I do?

By default, emails are sent from `mailer@giftcardfactory.app`. To improve deliverability, send emails from your own store domain instead:

* [Send via SendGrid](/misc/app-emails/sending-domain/sendgrid.md) using your SendGrid API key.
* [Send via Postmark](/misc/app-emails/sending-domain/postmark.md) using your Postmark API key.
* [Validate ownership of your store domain](/misc/app-emails/sending-domain/domain-ownership-validation.md) by adding DKIM and Return-Path DNS records.

Configure the option you want under **Settings → App Emails Sending**. See [App Emails — Sending Domain](/misc/app-emails/sending-domain.md) for the full guide.

***

#### 4. A customer can't redeem their store credit at checkout

Store credit is only redeemable when the customer is logged in via **new customer accounts**. If your store still uses classic customer accounts, customers won't be able to spend the balance.

Switch to new customer accounts under **Shopify Admin → Settings → Customer accounts**. See [Gift Cards vs Discount Codes vs Store Credit](/comparison.md) for the full explanation.

***

#### 5. My report shows "Expired" — can I still download it?

No. Report download links (both **Result** and **Errors** CSVs) expire **72 hours** after the report was created. Once expired, the file is no longer available.

Re-run the report from **Reports → New Report** to get a fresh CSV.

***

#### 6. Can I cancel a scheduled gift card or store credit send?

Yes. Open the relevant campaign or operation, find the **Scheduled** run in the runs table, select it, and click **Cancel**. The run will not be processed.

For Gift Card Postman runs, see [Gift Card Postman → Dashboard](/campaigns/gift-card-postman/dashboard.md).

***

#### 7. I deactivated a gift card by mistake — can I re-enable it?

No. Per Shopify's API: *"After a gift card is deactivated, it can't be used for further purchases or re-enabled"* ([Shopify docs](https://shopify.dev/docs/api/admin-graphql/latest/objects/GiftCard)). This is a Shopify platform limitation.

If you need to restore the value to the customer, issue a new gift card or store credit for the same amount.

***

#### 8. Where can I see every email the app has sent?

Open **Emails → Deliveries** in the app. Every email the app sends is logged there with its delivery status, recipient, template, and timestamp. From a delivery row you can also resend the email.

***

#### 9. I still need help

If your question isn't answered here, contact us at <support@code57.pl>. Include your shop domain and any relevant operation, run, or report numbers so we can locate the issue quickly.