I can’t log in
Check your sign-in method. VoucherGrid supports email/password, Google, Apple, and passkeys. If you registered with Google, use the “Sign in with Google” button – your email/password won’t work because no password was set. 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. You’ll receive a reset email within a few minutes. Your new password must be at least 10 characters with uppercase, lowercase, a number, and a special character. Two-factor authentication (2FA). If you’ve enabled 2FA, you’ll be asked for a verification code after entering your password. Check your email for the code, or use your passkey if you set one up. 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.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 and we’ll remove it.
Using a disposable email? Temporary/disposable email addresses are blocked at registration for security reasons. Use a permanent email address.
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:- A yellow “Your Stripe account setup is incomplete” banner appears on your dashboard
- Click Continue Setup to return to Stripe and finish the process
- Stripe may need to verify your identity, which can take 1–2 business days
- Green dot = fully verified and ready to accept payments
- Orange dot = pending verification – return to Stripe to complete
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.
Xero or QuickBooks journals aren’t syncing
- Go to Settings → Connections and check the integration status
- If you see a “permissions need updating” banner, click Disconnect & Reconnect
- Verify your account mappings are saved – if the dropdowns are blank, the sync has nowhere to post entries
- The sync runs automatically, with a nightly sweep for missed entries. If a journal hasn’t appeared after 24 hours, contact support
Accounting sync issues don’t affect your vouchers. Customers can still purchase, receive, and redeem vouchers even if the accounting integration is temporarily disconnected.