> ## Documentation Index
> Fetch the complete documentation index at: https://help.lobyco.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Why isn't a customer's coupon working?
> Check the state of one customer's coupons and work out why a discount wasn't applied.
Coupons that don't apply are one of the most common things Customer Service is asked about. You can check the state of any customer's coupons directly, which usually answers the question without needing to look at the offer at all.
## Start here: the customer's coupons
1. Go to the **Membership** section and search for the customer.
2. Open the **Coupons** tab.
By default the tab filters on coupons valid in the last 30 days.
Avoid filtering over intervals longer than about six months — the page can become slow to load.
## Reading a coupon row
| Column | What it tells you |
| -------------------- | ---------------------------------------------------------------------------------------------------------- |
| **Coupon ID** | The unique ID of this coupon. |
| **Offer name** | The parent offer the coupon came from. |
| **Type** | The offer type — app offer, game offer, and so on. |
| **Items** | The article IDs in the parent offer. Click for the full list. |
| **Valid from** | Start of the coupon's validity period. Can be later than the offer's start date. |
| **Valid to** | End of the coupon's validity period. Can be earlier than the offer's end date. |
| **Activated** | Whether the customer has activated the coupon. |
| **Redemption limit** | How many transactions the customer can use the coupon on. |
| **Redeemed** | *No*, or the timestamps when it was redeemed. Hover to see all redemptions when there are more than three. |
To open the parent offer, click through from the coupon. The offer only loads if your user has the right permission in the Lobyco Portal.
## Working through the likely causes
Check these in order — the first few explain most cases.
### The coupon was never activated
**Activated** says no. Unless the offer is pre-activated, the customer has to activate it in the app before it can be redeemed.
Note that the **Pre-activated** toggle is shown for every offer type but currently only takes effect for App Offer, Liquor and Preferred Store — so an offer of another type may look pre-activated in the configuration while still requiring activation.
### The coupon wasn't valid at the time of the purchase
Compare **Valid from** and **Valid to** against when the customer shopped. A coupon's validity period can be narrower than the parent offer's dates, so an offer that is still running doesn't guarantee a coupon that is still valid.
### The redemption limit was already used up
Compare **Redeemed** against **Redemption limit**. Once the limit is reached, later transactions get nothing.
Changing the redemption limit, start date or end date on an offer that is already active does **not** affect coupons that were already activated or redeemed. If the offer was edited after the customer got their coupon, the coupon may still be running on the old values.
### The purchase didn't meet the offer's conditions
Open the parent offer and check its discount configuration against what the customer actually bought — the *Purchase value* or *Threshold value* that has to be reached, and for tiered types, which tier the basket qualified for. For Mix & Match types, **every** rule has to be met, not just one.
### The offer wasn't valid where they shopped
Check the offer's **Location**: it is valid either in specific chains or in specific stores, never both. A customer shopping outside that set gets no discount.
### The checkout channel wasn't included
Check the offer's **Checkout types**. If specific channels are selected — POS, Self-checkout, Scan & Pay, E-commerce — the offer only applies at those. If none are selected it applies everywhere, so this only explains a failure when the list is non-empty.
### Another offer blocked it
Check **Stacking and limits** on the offer, and on whatever else applied to the basket:
* Another offer with **Allow other offers on top** set to **False** was applied first, which stops anything stacking on top of it.
* **Stacking priority** put another offer ahead of this one.
* **Apply on items** restricted this offer to discounted or non-discounted items only, and the customer's items were the other kind.
### The discount amount limit was reached
If **Discount amount limit** is set *across all redemptions*, the cap is shared across every redemption of that coupon and the discount stops once it is hit.
This limit applies per **coupon**, not per **offer**. A customer holding several coupons from the same offer has a separate limit on each one — so one coupon being capped doesn't mean the others are.
### The offer never reached the till
Check whether **Ignore offer on POS** is switched on. That marks the offer as not to be sent to the POS for discount calculation, so it is visible in the app but cannot be applied at the till. This is usually deliberate, to stop a similar offer being allocated by two systems at once.
## If it still doesn't add up
If the coupon looks valid, activated, within its limits and correctly configured for where the customer shopped, the question moves to the checkout integration — how coupons are retrieved, reserved and redeemed at that channel. Escalate with the **Coupon ID**, the **Offer name**, the store, and the time of the transaction.
## Related
* [Create an offer](/business-documentation/activities/offers/create-an-offer) — the stacking, limit and location fields referenced above.
* [Discount types reference](/business-documentation/activities/offers/discount-types-reference) — what each discount type requires before it triggers.