> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vouchergrid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Solutions for common issues with login, email, Stripe, vouchers, and accounting sync

## 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](mailto: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

**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.

## 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.

## Xero or QuickBooks journals aren't syncing

1. Go to **Settings** → **Connections** and check the integration status
2. If you see a **"permissions need updating"** banner, click **Disconnect & Reconnect**
3. Verify your **account mappings** are saved – if the dropdowns are blank, the sync has nowhere to post entries
4. The sync runs automatically, with a nightly sweep for missed entries. If a journal hasn't appeared after 24 hours, contact support

<Note>
  Accounting sync issues don't affect your vouchers. Customers can still purchase, receive, and redeem vouchers even if the accounting integration is temporarily disconnected.
</Note>

## Still stuck?

Email us at [support@vouchergrid.com](mailto:support@vouchergrid.com) – we typically respond within one business day.