Troubleshooting Promo Code Not Found Error

When applying Promo Codes to Reservation Invoices, you may encounter a Promo Not Found error. Below, learn how to explore why the package associated with the Promo Code cannot be applied.

Error Message

When attempting to add a Promo Code to a reservation through the Promo Codes section on the Billing tab, you may receive the *Promo code not found message shown in the image below. This message does not indicate that the Promo Code does not exist, but rather that it could not be applied to the reservation invoice. The reasons why it cannot be applied can vary. The troubleshooting tips below will help you to uncover the reason and take the steps to resolve it.  

Screen Shot 2022-04-01 at 11.48.56

Troubleshooting Tips 

  • Check if Package is Active. In order for a Package to be useable it must be marked Active in Campspot. You can check if your Package is Active by making sure your view is toggled to Showing only active variations as shown in the image below. This view is automatic in the system. 
    Screen Shot 2022-04-04 at 10.57.22

    If you choose to view Showing inactive and active variations, you will see all Packages in one list.  Any that are Inactive will show the word (Inactive) in the Package title. If you discover that your Package is Inactive and you want to use it, you must recreate it. Once a Package has been made Inactive, there is not a way to reactivate it. Examples of Inactive Packages are shown in the image below. 
    Screen Shot 2022-04-04 at 10.57.45
  • Double check your Promo Code and make sure you are entering it exactly 
    Promo Codes are case sensitive and should not include spaces or punctuation if those do not exist in the Package setup. You can double check a Package's Promo Code by looking at the main Package / Discounted / Promo Code page and viewing the Promo Code column on the far right. Any existing Promo Codes will show there. 
  • Check package expiration date 
    If the reservation is not created by the end of the day indicated by the expiration date, the Package cannot apply. You can double check a Package's expiration date by looking at the main Package / Discounted / Promo Code page and viewing the Expiration column that is second from the right. All Package expiration dates show there. 
  • Check package Active Dates 
    The Package's Active Dates tell us the Date Group that is applied to the Package. The Date Group is the date range that the reservation must be within in order for the Package to apply. You can double check a Package's Active Dates by looking at the main Package / Discounted / Promo Code page and viewing the Active Dates column that is second from the left. The name of the Date Group will show in that column. To view the dates applicable dates, visit the Date Groups page within Rules
    To learn more about Date Groups [read here].
  • Check the reservation Site Type 
    Check the Site Types that are applied to the Package and make sure the Site Type from your reservation is shown there. If the Site Type is not shown in the rule, that means the Package is not configured to apply to that Site Type. If you are unsure if the Site Type should be included, check with an admin or manager at your park. 
    To add the Site Type, click the specific Package and open the Package details Modal. There, you can click in the Site Type box, select the missing type and click Save. 
  • Check additional Package details to make sure the reservation fits the criteria there
    The images below show the additional details of 1. a Variable Rate Package and 2. a Fixed Rate Package. If your promo is not working, you should check these details and make sure that the reservation meets the requirement. 

    1. Variable Rate Package Example:
    The image below shows a Package that requires a check-in day of Monday, Tuesday, Wednesday or Thursday. It also requires that the reservation is booked between 0 and 365 days prior to arrival. If the reservation does not check-in on one of the specified days, or any of the dates of the reservation are outside of the 365 day maximum, the Package cannot apply. 
    Note: The 'and cover's section of the rule is set to N/A. This means that there are no specific days that a reservation must cover in order to receive the package rate.
    If guests check-in on Monday and stay for one night, it is assumed they will stay Monday, but selecting N/A for 'and covers' leaves this open for a guest to check-in and stay on any of the week day nights. 
    Screen Shot 2022-04-05 at 14.47.13
    2. Fixed Rate Package Example: 
    The image below shows a Package that requires the booking to be at least 1 month long. A full month is considered, for example, the 1st of the month to the 1st of the next month or the 12th of the month to the 12th of the next month. If a reservation is booked from the 1st of the month to the 31st of the same month, the Package cannot apply. 
    Screen Shot 2022-04-05 at 14.28.12

Tip: These same troubleshooting steps (apart from checking the Promo Code entry) can be used to troubleshoot why a package without a promo code is not applying when it should be.