Troubleshooting: Why a Promotion is Not Applying?

Looking to learn about promotions, take a deep dive below - and see the other dedicated guide with promotion example.

1.1 Promotion Settings: “Details”

Expecting the Promotion to auto-apply? Check the Details » Auto-Applies is enabled

1.2 Promotion Settings: “Time Availability”

In the promotion popup, ensure your “Time Availability” settings :

• Ensure the promotion is currently active

• Check the start and end dates/times

• Confirm the current time falls within the valid range

  

2. Promotion Settings: “Promotion Applies to Prices, Products or Price Categories”

In the promotion popup, ensure your “Promotion Applies to Prices, Products or Price Categories” settings :

• Verify the promotion is applied to the correct:

  • Product

  • Price

  • Price category

3. Promotion Settings: “Limitations”

Check whether any restrictions are blocking the promotion:

• Entry type restrictions

• Tags or proficiency requirements

• Other eligibility rules set in the promotion

4. Price configuration

If your promotion settings are correct, it would be good to go to your Products page, and do a quick review of your prices:

• Confirm the item is being sold under the correct price or price category. If the promotion is tied to a price category, mismatched pricing will prevent it from applying

5. Understand Pass / eligibility status

If the promotion depends on the Tag or Entry type:

• The Pass must be active

• Activation is based on the Start Date

  • This is set when the client is checked in or manually assigned

• Without a Start Date, the system treats the Pass as inactive, and will not apply the promotion

6. Final check

• Confirm the client actually meets all conditions at the time of sale