User guide

Learn each key app flow in order, from sign-in to refunds.

If redemption fails

Step-by-step checks when the QR will not scan, the voucher looks invalid, or the app shows an error after staff tries.

Description

Use this page when scanning keeps failing, the app says the voucher is invalid or already used, or you lose connection during redemption.

Steps

Check network connection on your phone (Wi‑Fi or cellular).
Confirm the voucher is still within its validity window and shows as unused on your screen.
Refresh the voucher page and ask staff to retry the scan once from their side.
If it remains blocked, contact support with your order ID (or confirmation reference from Orders / email) and the merchant name so they can trace the redemption attempt.

For short policy questions, see FAQ.

Next

Continue to Refunds and support.