# Troubleshooting - Giftline 1.x documentation

> What to check when a gift card email doesn't arrive, a code is refused, a balance isn't used at checkout or customers are told to wait.

## The gift card email didn't arrive

1. **Is the order paid?** Cards are made when the order reaches **Processing** or **Completed**. An order **On hold** or **Pending payment** (a bank transfer, a check) has no card yet: mark it paid and the card goes out.
2. **Was a delivery date chosen?** The card goes out on that day at 9:00, your store's time. The card's screen under **WooCommerce → Gift cards** says "To be emailed" with the date.
3. **Is a hold set?** **Hold emailed cards for** in the settings delays every bought card by that many hours after payment.
4. **Is it a printed card?** Cards from a product that isn't **Virtual** aren't emailed: you print and ship them.
5. **Is the email on?** Check **Gift card** under **WooCommerce → Settings → Emails**.
6. **Was the address right?** The card's screen shows who it was sent to. Correct it under **Details**, save, and click **Email again**.

If WooCommerce's other emails don't arrive either, the problem is your site's email sending: an SMTP plugin usually fixes it. Scheduled cards are sent by WordPress's background tasks, which run when your site has visitors; on a very quiet site they can be late. **Tools → Scheduled Actions** lists the waiting ones under the `giftline` group.

## "That gift card code is not valid"

- Check the code for typos. Giftline's codes never contain the letters I and O or the digits 0 and 1, so a code typed with one of them was misread (unless the card was imported with a code of its own). Case and dashes don't matter.
- Search for the code under **WooCommerce → Gift cards** (any part of it is enough). If it's there, its status and history say what happened.

Other messages say why a real card can't be used: "This gift card has expired.", "This gift card can't be used." (disabled, for example because the order that bought it was cancelled), "This gift card has no balance left." or "This gift card is in another currency.".

## "Too many gift card codes were tried"

The visitor typed more wrong codes this hour than **Wrong codes per hour** allows (default 10), and has to wait an hour. If many customers see it at once, your site is probably behind a proxy or CDN that makes everyone look like one visitor: see [Wrong codes and security](wrong-codes-and-security).

## Store credit isn't used at checkout

- Store credit needs the customer to be **logged in**: it belongs to their account.
- They may have switched it off for this order: **Use my store credit** in the Checkout block, **Use store credit** in the classic checkout.
- With **Store credit at checkout** off in the settings, customers tick it themselves each time.
- Credit for an email from a guest order isn't in the account until the customer adds it from the emailed link: see [Store credit and refunds](store-credit-and-refunds).
- The credit may be **Disabled** on its screen under **WooCommerce → Gift cards**.

## A gift card or credit didn't pay for part of the cart

Gift card products can't be bought with a gift card or store credit. In a cart with a gift card and other products, the balance pays for the other products only.

## A customer doesn't see their card in My Account

My Account lists the cards a customer bought and the cards they added to their account. A card they bought for someone else shows with only its last four characters, and without its balance, once it has been emailed to that person: it's theirs now. If they say it never arrived, use **Email again** on the card's screen. A card sent to their email address shows with only its last four characters until they add it: by typing the code in **Check a balance or add a gift card**, or with the link in the gift card email. See [Gift cards and credit in My Account](gift-cards-and-credit-in-my-account).

## Gift card products can't be bought

- The product needs at least one amount, or **Any amount** ticked, on its **Gift card** tab.
- While Giftline is deactivated, gift card products can't be bought; they're back on sale when you activate it again.

## Still stuck?

Deactivate other plugins one at a time to rule out a conflict, then contact us with what you expected and what happened instead.

Source: https://extendiment.com/plugins/giftline/docs/1.x/troubleshooting