Why is my discount code not working?

The most common reasons: it has expired, the cart is under the minimum spend, the products are excluded, it was a one-time code already used, or it cannot be combined with another offer in the cart.

Are discount codes case sensitive?

Not in Shopify. A typo, a missing character or a trailing space are more likely culprits.

Should we give a new code when one fails?

Only if the failure is on your side, such as a code that ended early or was set up wrong. Otherwise explain the rule, because a new code for every refusal teaches shoppers to ask.

Discount code not working reply

The code failed. Tell them which rule it hit.

An expired date, a minimum spend, an excluded product or a one-use limit. Name the one that applies and how to get past it.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A discount code usually fails because it has expired, the cart is under the minimum spend, the items are excluded, the code was already used, or it cannot be combined with another offer. Tell the shopper which of these applies and what to change, while they are still at checkout.

The templates

Fills in from Shopify, with a fallbackYours to fill in

ChatWhich rule applies

CODE works on orders over amount / full-price items only / first orders, so it will not apply to this cart yet. What to change: add an amount, remove sale items, or sign in with the email the code was sent to. Codes are not case sensitive, but a space copied at the end can stop one working.

EmailExpired code

Subject: About your discount code

Hi customer.first_name, Sorry the code did not work. CODE ended on date, which is why checkout refused it. You are welcome to use NEWCODE for the same discount until date. / Our current offers are listed on the home page. Thank you for shopping with us.

Internal noteBefore you reply

Code problem. Code as typed: code. In Shopify discounts, check active dates, minimum, eligible products, usage limit and combinations. If our setup is wrong, fix it first, then tell the customer it works now.

When to use

A shopper says a discount code is refused at checkout. Not when the order is already placed and they forgot to use the code.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

The code was refusedThe discount code topic picks up messages like “My code is not working”.

Before the orderNo order conditions: the shopper is usually still at checkout.

Codes in your knowledgeList each live code and its rules in one article, so replies quote them.

Example conversation

Customer

Your code SPRING15 isn't working. I've got $48 in my cart.

Aide

Thanks for trying it. SPRING15 works on carts of $60 or more, so at $48 it will not apply yet. Add $12 more and it will go through at checkout. It also leaves sale items at their sale price.

Customer

Got it, adding the teapot.

✓Code rules quoted from your knowledge

Frequently asked questions

: The most common reasons: it has expired, the cart is under the minimum spend, the products are excluded, it was a one-time code already used, or it cannot be combined with another offer in the cart.
: Not in Shopify. A typo, a missing character or a trailing space are more likely culprits.
: Only if the failure is on your side, such as a code that ended early or was set up wrong. Otherwise explain the rule, because a new code for every refusal teaches shoppers to ask.

Provide discount codeAnswer requests for a promo code.Chat Forgot to apply discount codePlaced without the code they meant to use.Chat · Email · Internal note Gift card not workingA gift card that will not apply, or a balance question.Chat · Email · Internal note Payment declined at checkoutThe card was refused and no order was placed.Chat · Email

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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