A customer can't pay with store credit

A member has a store-credit balance but can't use it to pay.

Symptoms

• Store credit isn't offered as a payment option at checkout.
• The store-credit payment is rejected.

Likely causes

1. Store credit is disabled for the business.
2. No Store Value payment method exists.
3. The outlet doesn't allow store-credit redemption.
4. The member has no balance, or isn't attached to the sale.

How to fix

1. In Merchant Settings, make sure Disable Store Credit is off.
2. Under Payment Methods, confirm a payment method of type Store Value exists.
3. In Outlet Settings, confirm the outlet allows store-credit redemption.
4. Confirm the member is attached to the sale and actually has a store credit balance.

Tip: Cashback is paid out as store credit, so a member's balance may come from past cashback rather than a top-up.

Still stuck?

If store credit is enabled, a Store Value method exists, the outlet allows it, and the member has a balance but still can't pay, note the member's phone and balance and contact support.