Which stage failed?
| Situation | First check |
|---|---|
| Code is rejected | Entered characters, current claim window and account eligibility. |
| Code was accepted but no benefit appears | Where the claimed benefit is stored and whether a further step is described. |
| Benefit appears but cannot be selected | Eligible payment, spend, line, goods or expiry conditions. |
| Selected benefit changes no total | The final breakdown and which subtotal the benefit covers. |
Use the exact displayed response. “Not working” leaves the person helping you without the stage or condition that failed.
Remove transcription problems first
Copy the code from its current supplied text rather than an old image where letters can be confused. Look for extra spaces or a copied label beside it. Then verify that the code still fits the claim window and account condition.
Match the intended payment
A shipping benefit belongs to its stated shipping payment, not automatically the goods checkout. Read the qualifying subtotal, route and expiry with that parcel in mind. Threshold guidance explains those fields and benefit combinations.
If several benefits are claimed, determine which one was actually applied. Compare the payable amount before and after the selection at the same stage rather than adding all nominal values.
Send a specific question when needed
Keep the code/benefit description, exact error text, eligible payment stage and relevant parcel or order details. Use the offer/account support route for an account-specific failure; this guide's Help page can clarify an explanation or broken guide link but cannot apply a coupon to your account.
For choosing an offer before a failure occurs, return to Coupons & Offers and compare its type, eligible payment and conditions.