If a gift card is not being accepted at checkout, there are a few things you can check to determine why. Follow the steps below to verify the gift card status, balance, and purchase ticket.
Before You Begin
A gift card must meet all of the following requirements to be used at checkout:
The gift card must not be attached to an open ticket.
The gift card must have an active balance.
The ticket where the gift card was originally sold or reloaded must be a completed, fully paid, closed ticket.
The original ticket must not have been refunded.
Use Gift Balance Search to locate the gift card.
You can search for a gift card using:
Gift card number
Recipient name
Purchaser name
Once you locate the gift card, confirm that it has an active balance.
Gift Balance Search can also be used to locate the ticket number associated with the gift card's original sale or reload.
Step 2: Check the Original Ticket
Once you have the ticket number from Gift Balance Search, use the Ticket Detail Report to locate the ticket.
Confirm that:
If the Gift Card Is Attached to an Open Ticket
If the gift card is attached to an open ticket that has not been fully paid and closed, the gift card cannot be used at checkout.
Complete the ticket by applying the appropriate payment and closing the ticket.
Once the ticket is fully paid and closed, and the gift card has an active balance, the gift card can be used at checkout.
If the Gift Card Was Sold on a Refunded Ticket
If the original gift card ticket was refunded, the gift card will no longer have an active balance.
You can reload funds onto the same gift card number directly through the Checkout screen.
Steps to Reload the Gift Card
If the gift card no longer has an active balance and you need to add funds back to it:
Go to the Checkout screen.
Select the Other tab.
Enter the same gift card number.
Enter the Gift Amount you want to add.
Enter the Gift Recipient, if applicable.
Enter a Gift Expiration, if applicable.
Enter a Gift Message, if applicable.
Complete the ticket with the appropriate payment.
Make sure the ticket is fully paid and closed.
Once the reload ticket has been completed and the gift card has an active balance, the gift card can be used at checkout.
Quick Checklist
If a gift card is not working, confirm:
Gift Card: Has an active balance.
Open Tickets: Is not attached to an open ticket.
Original Sale/Reload Ticket: Is fully paid and closed.
Refund: The original ticket was not refunded.
Reload: If the balance was removed because of a refund, reload the same gift card number and complete the new ticket with a full payment.