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A customer is unable to use their credit voucher

Find out what to check when a customer's credit voucher isn't working at checkout, and how to fix it from your Dashboard.

If a customer contacts you to say their credit voucher isn't working when they try to book, there are a few simple things to check. In most cases you can sort it from your Dashboard in a couple of minutes.

It's an activity voucher, not a credit voucher

Activity vouchers are bought for a specific activity and work differently. Instead of entering the code at checkout, the customer needs to select 'I have a voucher or pass' on your widget before they start their booking. They'll be taken straight to the activity to choose a date and time.

You can check which type of voucher a customer has by searching for the code under Sales -> Credit vouchers and Sales -> Activity vouchers.

The voucher has expired

Vouchers that have passed their expiry date move to the Expired tab. If you're happy to give the customer more time, click the voucher, select Edit Expiration Date and choose a new date.

There's no balance left

Vouchers that have been fully used move to the Used tab. Click the voucher to see how much is remaining.

The customer is using more than one voucher

Customers can use one credit voucher per booking. If they have several, contact our team at help@eola.co and we can combine the balances onto one voucher for them.

The customer is trying to buy another credit voucher

A credit voucher can be used towards bookings, class passes and activity vouchers, but not towards another credit voucher.

What should I check?

  1. Search for the code under Sales -> Credit vouchers and Sales -> Activity vouchers
  2. Check the voucher is in the Active tab
  3. Check the expiry date and remaining balance
  4. Check the customer is booking with the centre that issued the voucher
  5. Make sure the customer is entering the code exactly as it appears on their voucher

If none of these apply, contact our team at help@eola.co with the customer's name, email address and voucher code, and we'll be happy to take a look.

Helpful tips:

  • If a customer has lost their code, search for them under Sales -> Credit vouchers and select 'Print PDF' to send it again
  • If a customer's booking costs more than their voucher, they'll pay the difference by card at checkout

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