FAQ

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

If you haven't received an email containing your generated gift card codes, there are a few steps you can take to resolve this issue:

• Check Your Spam or Junk Folders:

  • Open your email client and navigate to your spam or junk folders.

  • Sometimes, emails might be mistakenly identified as spam by your email provider, so it’s worth checking these folders to ensure the email didn’t land there.

• Ensure Correct Email Address:

  • Double-check the email address associated with your account.

  • Make sure there are no typos or errors that could prevent you from receiving emails from us.

• Contact Our Support Team:

  • If you’ve ensured the email is not in your spam folder and your email address is correct, please get in touch with our support team.

  • Provide them with your order details and the email address linked to your purchase.

  • Our team will assist you in resending the gift card codes email if necessary.

• Add Our Email to Your Contact List:

  • To prevent future emails from going to your spam folder, add our email address to your contact list or safe sender list.

  • This will help ensure that you receive all future communications from us without issues.

We understand the importance of receiving your gift card codes promptly and are here to help. Don't hesitate to reach out to us for further assistance.

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.

Explanation: 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. Because of this, apps cannot delete, overwrite, or re-import gift cards using codes that already exist in Shopify.

What are my options?

• Contact Shopify Support to ask if they can remove the existing gift cards (not guaranteed)

• Re-import gift cards using a new code format (for example, adding a prefix like PS) and notify customers of the updated codes

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