> For the complete documentation index, see [llms.txt](https://help.dollarlabs.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dollarlabs.io/dollarback-store-credit/troubleshooting-and-faq/reward-discount-code-isnt-working.md).

# A reward discount code isn't working

A customer's reward code is rejected at checkout. Check the shared discount first. Deleting it is the single most damaging (and most common) cause.

## 1. Was the shared discount `RDM-(DO NOT DELETE)` deleted?

**Look at:** the discounts page in Shopify admin. Search for a discount whose code is `RDM-(DO NOT DELETE)`.

**You'll see:** every reward code DollarBack issues (earn-side codes *and* marketplace redemptions) hangs off this **one** shared Shopify discount. If it's missing, **every issued code stops working at once**. That's the tell: all codes failing simultaneously means this is your cause; one customer's code failing means skip ahead.

{% hint style="warning" %}
Do **not** recreate the discount manually. A hand-made discount with the same code is an empty shell: it isn't connected to the app, and previously issued codes will not attach to it. **Contact support** and we'll re-provision the shared discount and re-link outstanding codes.
{% endhint %}

**Fix:** contact support for re-provisioning, then warn your team the discount must never be deleted; the name is the warning.

## 2. Has the code expired?

**Look at:** the code's issue date and expiry. Expiry is baked into each code from the reward's **Expires after (days)** setting; check the Activity row that issued it.

**You'll see:** checkout rejecting the code with your "Expired code" rejection message.

**Fix:** expected behavior. Issue a replacement manually if you want to honor it; consider a longer expiry on the reward.

## 3. Does the cart fail the reward's redemption rules?

**Look at:** the reward's cart groups and redemption rules on the **Reward marketplace** page, versus what's in the customer's cart.

**You'll see:** checkout refusing the code with one of your [rejection messages](/dollarback-store-credit/spending-store-credit-and-rewards/cart-groups-and-redemption-rules.md): a minimum spend, minimum quantity, or eligible-items requirement that isn't met. The message itself usually says what's missing ("Spend $20 more from Skincare to use...").

**Fix:** expected behavior; the customer needs to meet the condition. If a rule is stricter than intended, edit it on the reward. Editing affects all outstanding codes for that reward.

## 4. Do combination rules exclude another discount in the cart?

**Look at:** what else is applied at checkout: another code, or an automatic discount.

**You'll see:** the reward code refused *in combination*, even though it works alone. Combination settings (order / product / shipping classes) live on the shared discount node and are **store-wide**: every outstanding reward code shares the same stacking rules, and changes affect all codes immediately.

**Fix:** have the customer remove the other discount, or update the **Combinations** card on the **Reward marketplace** page. You can't allow stacking for just one reward.

## 5. Was the code already used?

**Look at:** the discount-codes view in **DollarBack admin → Analytics**; each code shows issued/used status.

**You'll see:** the code marked used on an earlier order. Reward codes are single-use.

**Fix:** expected behavior. If a code's value exceeded the cart total, the remainder is not banked; the unused value is lost.

## 6. Double-submit minted a duplicate

**Look at:** the customer's redemption history for two nearly identical codes seconds apart.

**You'll see:** the redeem button was clicked twice; two codes were minted and the credit cost may have been charged twice. Credit is charged at claim time, not at checkout, and it is not auto-refunded for unused codes.

**Fix:** contact support to void the duplicate and restore the credit; corrections here are a manual support action.

## Related articles

* [Reward discount codes instead of store credit](/dollarback-store-credit/earning-cashback-programs/reward-discount-codes-instead-of-store-credit.md)
* [Cart groups, redemption rules & rejection messages](/dollarback-store-credit/spending-store-credit-and-rewards/cart-groups-and-redemption-rules.md)
* [Set up the reward marketplace](/dollarback-store-credit/spending-store-credit-and-rewards/set-up-the-reward-marketplace.md)
* [Discount combination rules](/dollarback-store-credit/spending-store-credit-and-rewards/discount-combination-rules.md)
* [Credit logs and scheduled rewards](/dollarback-store-credit/analytics-data-and-account/credit-logs-and-scheduled-rewards.md)