# 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 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 . Include your shop domain and any relevant operation, run, or report numbers so we can locate the issue quickly. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.giftcardfactory.app/misc/faq.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.