Troubleshooting

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 from VoucherGrid

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

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 a printed voucher, 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

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

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.

Still stuck?

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