How To Troubleshoot General Coupon Link And Redemption Failures

Verify Plan Scope and Eligibility

If a coupon is restricted to apply only to a specific plan in Recurly Subscriptions, ensure the customer is attempting to use it for that plan.

• If the coupon is plan-scoped, the customer must use the plan-scoped URL (either the API endpoint or the Hosted Page URL) associated with that specific plan.

• Attempting to use a plan-scoped coupon on a different, non-eligible plan will typically result in a 404 Not Found error during redemption, as the system does not recognize the combination.

Check Input Format and Expiration

Coupon redemption failures often stem from how the code is entered or the coupon's availability status.

• Input Format: Remind the customer that while the coupon code is case-insensitive, the characters must be entered exactly as they appear in the coupon definition. Any spelling or character errors will cause a failure.

• Expiration: Confirm that the coupon is still valid and has not expired.

  • Check if the coupon's redemption count limit has been reached.

  • Verify that the coupon's timeframe has not elapsed.

Check The Coupon Redemption URL

If a specific link is used for coupon redemption (e.g., in an email campaign), the link's structure is a common point of failure.

• Ensure the query parameter for the coupon code is correctly formatted in the URL.

• If the link was distributed using an email service like SendGrid, verify that click tracking is disabled for that link. Click tracking services can sometimes rewrite the original URL, corrupting the coupon code query parameter and leading to a redemption failure.