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The batch is still “Preparing Codes”

Creating codes in Shopify takes time, and large batches can take several minutes. You can leave the page; the work continues, and you get an email when it finishes if you left notifications on.
  • If the percentage and count keep moving, nothing is wrong.
  • If the page says “We are checking with Shopify and will continue automatically”, Shopify is slow to respond or has asked us to wait. We retry on our own.
  • If the page says “Shopify is taking longer than expected”, we are still checking automatically. Give it more time before you contact support.
  • A very large batch can be created in several runs. Between runs the batch pauses briefly and then continues.

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The batch shows “Error”

The batch page shows a message about what went wrong. These are the messages you can fix yourself:

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Rejected codes

Shopify can refuse a code, for example one that already exists in your store. When that happens the batch keeps the codes Shopify accepted, and the Timeline entry for that add shows how many were refused.
  1. Open the batch and look at the Timeline on the Settings tab.
  2. Select the “Rejected N codes” link in the entry for the add. A window lists the codes Shopify refused.
  3. Fix or replace them, and add them again.

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”Create offer” is greyed out

Hover over the button to see why. The reasons are: The batch picker in an offer hides batches that are not ready for the same reasons.

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The batch cannot be deleted

“The batch cannot be deleted when linked to an offer.” Open the Linked Offers tab. Remove the batch from those offers, or delete the offers, then delete the batch. If you delete the last offer there, you can delete the batch at the same time.

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A customer’s code does not work

  1. Check the batch is Ready or In Use, and that the code is in the Codes in Batch tab.
  2. Check an offer on the batch is active and its own dates cover today. Each offer applies only within its own dates. See dates.
  3. Check the batch’s eligibility allows the customer, and that the cart meets the offer’s conditions.
  4. If the batch is limited to once per customer, the customer may have used the code already.
  5. Test the offer with the code. See Testing offers.

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Contact support

If a message says “Contact support for help”, use the support form shown with it. It emails us the details of what you were doing, but not the codes themselves.