Articles on: Troubleshooting & Support

Common Troubleshooting Methods for Klip Coupons

If your Klip Coupons aren’t working as expected, try these common troubleshooting methods to identify and resolve the issue. Follow the steps below to ensure your coupons are set up correctly and functioning as intended.

1. Check Coupon Timer and Reset if Needed

Go to your Klip Dashboard and click on the name of the coupon that is not displaying correctly.

Klip Coupons list with an arrow pointing to a coupon's edit button

Under the Coupon Design section, scroll down to the Countdown Timer settings and verify if the timer has expired. If the countdown timer has reached its end, the coupon will no longer be visible on the product page.

Countdown Timer settings in the Coupon Design section

If the timer has expired, click the Reset countdown button to reset the countdown. This will restart the timer, making the coupon visible again.

Countdown timer settings with the Reset countdown button highlighted

2. Check for "Action Required: Some coupons may not work" Banner in Dashboard

Go to your Klip Dashboard (Klip's Home page). If Klip's discounts in Shopify have been switched off, an orange Action Required: Some coupons may not work banner shows at the top of the page. It also shows on the Coupons list and on each coupon's page.

The "Action Required" banner on Klip Home, with the Reactivate Discounts button

If you see this banner, click on the “Reactivate Discounts” button. This will resolve any issues with inactive or expired discounts.
After re-activating, test the coupon on your store to ensure it’s working correctly.
If you don’t see the banner, go to your Shopify Admin Dashboard and navigate to Discounts from the left navigation bar. Klip shipping discount, Klip order discount and Klip product discount should all show as Active.

3. Review Your Coupon Eligibility & targeting Settings

Go to your Klip Dashboard and click on the name of the coupon that is not displaying correctly.
Under Eligibility & targeting, review your settings to make sure all conditions, such as customer eligibility, UTM parameters, and custom targeting options, are correctly configured. These settings can restrict coupon visibility and usage, so ensure they match your desired conditions.

Eligibility & targeting settings of a coupon

If you’ve set specific UTM sources, make sure the URL includes the correct parameters during testing

UTM source settings in the coupon's eligibility settings

4. Verify that the Product is Added to the Coupon's Product List

Go to your Klip Dashboard and click on the name of the coupon that is not displaying correctly.
Under Coupon Info, scroll down until you see the Applies to setting.
Make sure that the product is included in the chosen Applies to setting.

Applies to setting in the Coupon Info step showing the selected products

5. Ensure App Embed is Enabled

Go to your Shopify Admin Dashboard and click Online Store in the left navigation bar.
Click Edit theme on the theme you are using for Klip.

Edit theme button on your theme in Online Store

Click on App Embeds on the left-hand side and ensure that Klip Coupons is enabled.

Theme editor App embeds panel with Klip Coupons enabled

Banner saying the app is disabled on the storefront, with the Enable button

Double-check under Storefront Settings to confirm both App status and App theme extension are Enabled.

Klip Storefront settings with App status and App theme extension both Enabled

6. Ensure the Product is Not Sold Out

Go to your Shopify Admin Dashboard and check the inventory status of the product associated with the coupon.
If the product is marked as “Sold Out,” the coupon will not display on the product page. Update the inventory status to make the coupon visible.

Shopify product inventory status

7. Make Sure the Coupon Isn’t Expired

Go to your Klip Dashboard and click on the name of the coupon that is not displaying correctly.
Under Coupon Info, scroll down until you reach the "Schedule" section and check the start date. If Set end date is ticked, check the end date too.

Schedule section of a saved coupon, with its start date and time

If the end date has passed, update the dates as needed.

8. Ensure the Coupon is Active

On the dashboard check that the coupon status is set to Active and not Inactive, Scheduled, or Expired.

Klip Dashboard showing the coupon status

9. Clear Cache

For Google Chrome

Open History Settings by pressing Ctrl + H.
Click on Clear Browsing Data.
Select the Clear Cached Images and Files option and click on Clear Data.

For Firefox

Open History Settings by clicking on the icon on the upper right side of Firefox.
Click on Clear Recent History.
Select the Cache setting and click on Clear Now.

If none of these troubleshooting methods resolve your issue, please contact our support team. We’re here to help!