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I can’t log in

Check your sign-in method. Use a sign-in method shown on the login page. If you registered with Google or Apple, use the same provider’s button when it is available. Passkey sign-in is not available for launch. Check your email is verified. If you see a message about email verification, check your inbox (and spam folder) for the verification link. Forgot your password? Click Forgot password? on the login page and check your inbox for the reset email. Your new password must be at least 12 characters; follow the validation messages on the reset form. Two-factor authentication (2FA). When prompted after entering your password, use a code from your authenticator app or an available backup code. Owners and admins require 2FA on every plan. Manage the supported controls from Settings → Security & data → Open Account security. Account locked? After multiple failed login attempts, your account may be temporarily locked for security. Wait a few minutes and try again, or reset your password.

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I’m not receiving emails

Check your spam/junk folder. Our emails are sent from @vouchergrid.com – adding this to your contacts can help. Check for typos in your email address. Go to your account settings and verify the email address is correct. Previously bounced? If a previous email to your address bounced (e.g. mailbox full), your address may have been added to our suppression list. Contact support@vouchergrid.com for help with the delivery problem. Using a disposable email? Temporary/disposable email addresses are blocked at registration for security reasons. Use a permanent email address.

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My Stripe account setup isn’t complete

After clicking Connect Stripe in Settings → Connections, you’re redirected to Stripe to complete identity verification. If the setup is incomplete:
  • The Connections page shows “Your Stripe account setup is incomplete” in the Stripe connection status
  • Click Continue Setup there to return to Stripe and finish the process
  • Stripe may need to verify your identity, which can take 1–2 business days
Status indicators on the Connections page:
  • Green dot = fully verified and ready to accept payments
  • Orange dot = pending verification – return to Stripe to complete
Until Stripe verification is complete, your storefront cannot accept online payments.

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A customer says their voucher code doesn’t work

Common code entry errors: Voucher codes use letters and numbers but exclude characters that look similar (0/O, 1/I/L). If a customer is reading a code from their voucher email, double-check these characters. Codes are not case-sensitive. ABC12345 and abc12345 will both work. Check the voucher status. In your dashboard, go to Vouchers and search for the code. The voucher may be:
  • Expired – the voucher has passed its expiry date. Under Australian Consumer Law, most gift vouchers must be valid for at least 3 years.
  • Fully redeemed – the entire balance has already been used.
  • Voided – the voucher was manually cancelled.
Code from a different business? Voucher codes are unique to each VoucherGrid account. A code from another merchant’s store won’t appear in your account.

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Xero or QuickBooks accounting is held

Xero and QuickBooks activation and journal delivery are currently held. Existing connections and journal history are retained in Settings → Connections. Reconnecting, changing mappings or retrying journals will not clear this hold. Accounting setup and journal-import instructions are withheld while the supported accounting path is completed. Use the currently available operational reports; complete accounting totals and journal exports remain held.
The accounting hold does not itself stop voucher sales, delivery or redemption. These continue subject to your plan, permissions and payment setup.

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Still stuck?

Email us at support@vouchergrid.com – we typically respond within one business day.