Troubleshooting Guide

Find solutions to common problems and error messages.

Codes Not Working

Problem: Users report that promo codes don't work

Possible Causes:

• Codes have already been redeemed in the App Store/Google Play
• Codes have expired (App Store codes expire after 28 days)
• Codes are for a different region
• Codes are for wrong app version

Solutions:

• Verify code status: Try redeeming the code yourself to confirm it works
• Check expiration: App Store codes expire 28 days after generation
• Verify region: Ensure codes match user's App Store region
• Confirm app version: Codes are tied to specific app versions
• Generate fresh codes: If codes are old, generate new ones

Email Capture Not Working

Problem: Emails aren't being collected

Possible Causes:

• Email capture is disabled in promotion settings
• Codes are still available (email form only shows when codes run out)
• Form validation errors

Solutions:

• Enable email capture: Go to Promotion Settings → Email Capture → Toggle ON
• Exhaust codes: Email form only appears when all codes are claimed
• Test with all codes claimed: Create a test promotion with 1-2 codes
• Check browser console: Look for JavaScript errors

Problem: Emails not syncing to Mailchimp/ConvertKit

Solutions:

• Verify API credentials are correct in Settings → Integrations
• Check if email already exists in your audience (duplicates are prevented)
• Try disconnecting and reconnecting the integration
• Test the connection using "Test Connection" button
• Ensure the integration is enabled for your promotion

Analytics Not Tracking

Problem: Views or claims not appearing in analytics

Possible Causes:

• Ad blockers preventing tracking scripts
• Analytics not enabled for promotion
• Recent events (data may take a few minutes to appear)

Solutions:

• Wait 1-2 minutes: Real-time data may have slight delays
• Check ad blockers: Disable ad blocker and retry
• Verify analytics enabled: Check promotion settings
• Use incognito mode: Test in private browsing to rule out extensions

CSV Upload Issues

Problem: Can't upload CSV file with codes

Possible Causes:

• File format is incorrect
• File is too large (over 10MB)
• Codes contain invalid characters
• Duplicate codes in file

Solutions:

• Use correct format: One code per line, or one column with header "code"
• Reduce file size: Split large files into multiple uploads
• Check for duplicates: Remove duplicate codes from your file
• Verify encoding: Save as UTF-8 encoded CSV
• Example CSV format:

  code
  PROMO-ABC-123
  PROMO-DEF-456
  PROMO-GHI-789

Promotion Link Issues

Problem: Promotion link shows 404 error

Possible Causes:

• Promotion was deleted
• URL slug was changed
• Promotion is disabled

Solutions:

• Verify promotion exists: Check your dashboard
• Confirm URL slug: Check promotion settings for correct URL
• Enable promotion: Disabled promotions show 404
• Clear browser cache: Hard refresh (Cmd+Shift+R or Ctrl+Shift+R)

Payment & Billing Issues

Problem: Payment failed or subscription not active

Solutions:

• Update payment method: Go to Account → Billing
• Check card expiration: Ensure credit card isn't expired
• Verify billing address: Ensure address matches your card
• Try different payment method: Use a different card or PayPal
• Contact support: If issue persists, we can help at support@promocodequeue.com

Performance Issues

Problem: Dashboard loading slowly

Solutions:

• Check internet connection: Slow network can cause delays
• Clear browser cache: Old cached data may cause issues
• Try different browser: Chrome, Firefox, or Safari
• Disable browser extensions: Extensions can slow down pages
• Check system status: Visit status.promocodequeue.com for uptime info

Mobile Issues

Problem: Promotion page not mobile-friendly

Solutions:

• Update browser: Ensure you're on latest version
• Clear mobile cache: Clear Safari/Chrome cache on mobile
• Report the issue: Send screenshot to support if layout is broken

Login & Account Issues

Problem: Can't log in or forgot password

Solutions:

• Reset password: Use "Forgot Password" link
• Check email spam: Password reset emails may be in spam
• Verify email address: Ensure you're using correct email
• Try incognito mode: Rule out browser extension conflicts

Still Need Help?

Common Error Codes