Steps
1
Confirm the contact information
Check that the phone number or email address was entered correctly.
2
Check Sent
Use the Sent area to confirm the voucher send was created.
3
Ask the guest to check filters
For email sends, ask them to check spam, promotions, or filtered inboxes.
4
Confirm SMS eligibility
For SMS sends, make sure the phone number can receive messages and the guest has not opted out.
5
Send a fresh voucher if needed
If the first send cannot be found, send again only after confirming the contact details and guest consent.
Good to know
- If multiple guests are affected, contact support with the business, voucher, and approximate send time.
- If one guest is affected, start with contact info and inbox filtering.
- Never bypass opt-out or consent rules to force a delivery.