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Troubleshooting common Giftora problems

Updated · · 3 min read

Quick checks for the most common Giftora problems: selling is off, the gift form doesn't show, cards on hold, gift emails that don't arrive and sender domain errors.

Start with the Dashboard. The Ready to sell guide and the banners at the top show most problems and the button to fix them.

Selling is off

The banner Selling is off means a required setup step isn't done, so new orders are held.

  1. Select Review setup on the banner.
  2. Open each step that isn't green. It lists what's missing.
  3. Fix it, then come back to the Dashboard. It updates by itself.

Orders that came in before setup was finished stay On hold. Issue them from Gift cards. Why a card is on hold

The gift form doesn't show or looks wrong

See If the form doesn't show. The most common causes are the app embed being off in your live theme, a newly published theme, or the product not being available.

If your theme's buy buttons flash before the form appears, turn on Giftora gift card — fast load in App embeds.

Customers can't pay with a gift card

That's expected when the cart has your gift card product: gift cards can't pay for gift cards. Learn more

The gift email didn't arrive

  1. Open the card in Gift cards and check its email status.
    • Awaiting fulfillment: the order isn't fully fulfilled yet. Fulfill it, or select Send now.
    • Scheduled: it will be sent on the buyer's date. Select Send now to send it today.
    • Paused or On hold: read the reason on the card page and choose what to do.
    • Failed: select Send now or Resend to try again.
    • Sent: the email was accepted for delivery.
  2. If it shows Sent, ask the recipient to check spam, promotions and other inbox tabs.
  3. Check the recipient email on the card page for typos. If the email hasn't been sent yet, select Edit recipient to fix it.
  4. Select Resend to send it again to the same address.

Emails from your own domain are less likely to go to spam. Send from your own domain

If the email was already sent to the wrong address, or a customer says they can't use their card, message us in Support with the order number.

The test email didn't arrive

  • Check spam, and that you typed your address correctly.
  • You can send 5 test emails an hour. Giftora tells you how long to wait.
  • If you send from your own domain and the test is rejected, your domain is marked Not working. See below.

Sender domain shows Not working or Expired

  • Not working: DNS records were removed or changed. Gift emails go out from Giftora's shared address until you fix it. Select Fix sender domain, fix the rows marked Not set up, then select Check again.
  • Expired: the domain wasn't verified within 7 days. Add it again to get new DNS records.

Send from your own domain

Values show Shipping on or Tax on

Shipping or tax was turned on in Shopify. By default, Giftora turns them off again and shows Gift card values fixed automatically. If automatic fixing is off, select Fix automatically on the Products & values page. Keep shipping and tax off

Before you uninstall

Set your gift card product to Draft first. Otherwise customers can still buy it, but no cards are issued or emailed. Cards already issued keep working at checkout. You'll find this note in Settings → General.

Still stuck?

Message us in Support in the app. Attach a screenshot if something looks wrong. Please don't share full gift card codes or your customers' personal data.

Need help? Visit our Support page to get in touch.