This article covers advanced FAQs for when a Discount isn't behaving as expected.
Discount Not Applying
My Discount isn't working at checkout.
Check these steps on the Discount and Event Price Table pages:
The Discount itself via the Discounts page, check:
The Discount Rate is correct
Valid From / Valid To dates on the Visibility tab
The Coupon - on the Coupons tab, check the code's Valid From / Valid To dates and that it has uses remaining. Remember uses are counted per Order, not per ticket, and are not restored after a refund.
Channel Visibility - on the Visibility tab, check the Channel your customer is buying through (e.g. Website) is enabled.
Discount Mode on the Price Table - open the Event's Price Table, toggle Discount Mode, and confirm the Discount is assigned to the Variant(s) you expect. If you edited a draft version of the Price Table, make sure the draft was published.
Channels on the Variant - the full price Variant must itself have the purchasing Channel enabled on the Price Table. A discounted price can't appear against a Variant the Channel can't see in the first place.
Performance Linking - if the Discount has ever been linked to specific Performances (on any Event), it will only work on those Performances. See the section below.
Visibility Rules / Basket Validation Rules - check the Price Table for rules that limit the price from being used (e.g. minimum ticket counts, performance tags).
NOTE - when testing, always test on the same Channel the customer used. A Discount that works in Box Office but not on the Website (or vice versa) is almost always a Channel Visibility issue, not a Discount fault.
The Discount worked on my last Event but not this one.
This is usually due to Performance Linking.
If a Discount was previously linked to specific Performances on another Event, it is restricted to those Performances. You have 2 options here:
Link it to new Performances on your Event.
Unlink it from all Performances on all Events so that it works on all Price Tables it's been added to.
You can link and unlink in bulk on the Performances page via the Action Bar, or individually via the Linked Performances section on the Discount's Visibility page.
The Discount applies, but takes the wrong amount off.
Check the Discount Rate on the Discount itself.
In Discount Mode on the Price Table, check whether any price cells have been manually overwritten.
This is also your fastest workaround if the calculated amount is wrong - click the price cell and set the exact discounted price you want.
If the rate is right and there are no overrides but the maths is still off, send the Discount and Price Table to Support and we can take a look.
My discounted tickets have no fees on them.
Adjusters do not carry over automatically from the standard price into Discount Mode.
Even though the full price Variant has an Adjuster assigned, you must assign the Adjuster again in Discount Mode for the discounted price.
Can the Discount apply to only some of the tickets in the basket?
Only if they are different Variants.
When a code is entered it applies to the basket as a whole, changing the price of any Variant with a linked Discount price.
To discount only certain tickets, give them their own Variant and assign the Discount price to that Variant only.
To cap how many tickets a code can discount, add a Basket Validation Rule.
Coupons
My bulk Coupon CSV upload isn't working.
If an error appears on a row, such as "Input should be a valid string", check whether your codes are made up entirely of digits (e.g. 463273).
Spreadsheet tools/uploads can treat purely numeric codes as numbers rather than text, which fails the code field's validation.
Workarounds:
If your code format allows it, include at least one letter in each code (e.g. a prefix).
If the codes must be purely numeric (e.g. card BIN numbers), there is currently no reliable fix on your side, so please contact Support and we can see what we can do.
A customer's Coupon was used on an Order that was then refunded. Can they use it again?
It depends if there a max number of uses for the Coupon.
If there is, a limited use code is not restored on refund. To let the customer reuse it, go to the Coupon's page and increase the uses remaining manually.
Can I restrict a Discount to a minimum number of tickets (e.g. groups of 10 or 50 and above)?
Yes, you can create a Basket Validation Rule on the Price Table. You can add a rule saying that a basket must have a certain amount of discounted tickets in the basket in order for the transaction to proceed.
This is the standard pattern for group Discounts and works at any threshold, including large ones like 50 tickets.
NOTE - this won't work for a uses remaining number on a Coupon. This is because this a per Order limit, not for individual tickets.
Can I use the same Coupon Code across multiple Discounts?
No. A Coupon Code must be unique to its Discount, so the same code cannot be reused on a different Discount, even an expired one. It's best to create a new code per Discount instead.
Discount Links & URLs
My Discount Link isn't applying the code automatically.
Check that the the URL is correct: any Coupon Code needs to have &PROMO= before it, e.g. https://line-up-training.pages.dev/event/56247?PROMO=CAST
Check that the code is passing all rules/validation that was created at set-up. A URL only enters the code; it can't bypass Channel Visibility, dates or Basket Validation Rules.
Reporting on Discounts
How do I report on Discount performance?
You can report on Discount Name, Value and Total.
Individual Coupon Codes are not reportable in Reports - instead, run an export from the Coupons tab on the Discounts page, which shows the code, uses remaining, and validity dates.
If you need to see redemption per code, it's best to create one Discount per campaign so you can report on Discount Name.