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A customer is unable to use their activity voucher

Find out what to check when a customer can't use their activity voucher, and how to help them book their date.

If a customer contacts you to say their activity voucher isn't working, it's usually a quick fix. Here are the most common reasons and what to check.

They're entering the code at checkout

Activity vouchers are used at the start of a booking, not at checkout. Ask the customer to go back to your widget, select 'I have a voucher or pass' before they choose anything, and enter their code. They'll go straight to the activity to pick a date and time.

It's a credit voucher, not an activity voucher

Credit vouchers and activity vouchers work differently. To check which one the customer has, search for the code under Sales -> Credit vouchers and Sales -> Activity vouchers. If it's a credit voucher, see A customer is unable to use their credit voucher.

The voucher has already been used

Each activity voucher can be used for one booking. If it's in the Redeemed tab under Sales -> Activity vouchers, it's already been used. Check the customer's bookings to see whether they've already booked their date.

The voucher has expired

If the voucher is in the Expired tab, it's past its expiry date. If you're happy to give the customer more time, contact our team at help@eola.co and we'll help.

They're trying to book a different activity

An activity voucher is for the activity it was bought for. If the customer would like to do something else, a credit voucher may suit them better. Our team can help with this.

There are no dates available

Customers can only choose from sessions you have on sale for that activity. If your new season's dates aren't live yet, let the customer know when they will be.

What should I check?

  1. Search for the code under Sales -> Activity vouchers and Sales -> Credit vouchers
  2. Check which tab it's in: Active, Redeemed or Expired
  3. Confirm the customer is selecting 'I have a voucher or pass' before they start their booking
  4. Make sure they're entering the code exactly as it appears on their voucher
  5. Check you have dates on sale for that activity

If none of these apply, email help@eola.co with the customer's name, email address and voucher code, and we'll look into it for you.

Helpful tips:

  • Mention 'I have a voucher or pass' in your voucher text and on your website, so customers know where to start
  • Ask the customer for a screenshot of what they see. It's often the quickest way to spot the issue

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