Rewards become ordinary Shopify discount codes, which means Shopify, not the app, decides whether they can be used. The usual cause is Shopify's own Combines with setting: if the cart already has a sale price or another code and the reward is not set to combine with it, Shopify silently declines the reward. This is why a reward that works normally starts failing during a promotion. Check the discount's combination settings in Shopify before assuming the reward itself is broken.
Check these in order
Another discount is in the cart
Remove the other code or automatic discount and try again. If the reward then works, it is the Combines with setting.
The code was already used
Each reward code works once, for one customer. A code used on an earlier order will not apply again.
The code has expired
Codes expire 30 days after they are redeemed. The widget shows the expiry date next to the code.
The order is below the reward’s minimum
If the reward has a Minimum Order ($), the cart subtotal must reach it.
How to fix it
In Shopify admin, open Discounts, search for the code (they start with LOYALTY-) and set Combinations to allow the discounts it should stack with. For an expired or lost code, give the customer their points back on Customers → Adjust Points so they can redeem again.
If it still is not working
Send us the code and the customer’s email through contact support.
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