Punchh Error Messages – Punchh

Redemption Error Messages

Redemption Key	Displayed Message	Explanation
^{Block user redemption}	^{"Redemption not allowed using 'Unregistered' physical loyalty card."}	^{This error is specific to migrated businesses whose program type changes from physical loyalty cards to points/punches/virtual cards. This error is displayed when the guest account has been migrated but still attempts to redeem a reward using the physical loyalty card.}
^{Business wind down}	^{"{{{business_name}}} is not accepting checkins anymore"}	^{This error is displayed when a business stops accepting redemptions, irrespective of the redeemable's expiry date.}
^{Disable redemptions}	^{"Redemptions are currently disabled on this business."}	^{Guests will receive this error when when attempted a redemption for a business that has disabled redeemables.}
^{Expired reward}	^{"The reward you wish to redeem has now expired."}	^{When a guest attempts to redeem an expired redeemable, this error is displayed on the POS.}
^{Future reward redemption}	^{"The reward you wish to redeem will be available on {{{date}}}."}	^{If a reward is set to begin at a future date/time, this error is displayed on the POS if a guest attempts to redeem it.}
^{Insufficient balance}	^{"Not enough reward balance available to redeem. Current Balance of {{{current_balance}}} is less than {{{requested_redemption}}} requested"}	^{Displayed when a guest attempts to make a redemption for an amount greater than the guest's current banked rewards balance. This error can be replicated on the API end.}
^{Insufficient points}	^{"Not enough points to redeem"}	^{Displayed on the POS when a guest has insufficient points in their account to perform the requested redemption. This points threshold is set during redeemable creation in the "Points Needed to Redeem" field.}
^{Insufficient privileges}	^{"Insufficient privileges to allow redeeming"}	^{Displayed when a banned user attempts to redeem a reward.}
^{Insufficient punches}	^{"Not enough {{{plural_reward_currency}}} to redeem"}	^{For punch-based business, this error is displayed when a guest attempts to redeem a reward despite not having the enough punches.}
^{Insufficient punches at location}	^{"Not enough {{{plural_reward_currency}}} to redeem at {{{location_name}}}"}	^{Displayed when a guest's punches have not yet been verified because the receipt is undergoing verification.}
^{Invalid location}	^{"This reward can not be redeemed at {{{location}}}."}	^{If a redeemable is set up for a specific location and a guest attempts to redeem it at a different location, this error is displayed on the POS.}
^{Invalid redeemable}	^{"Redeemable Item is not valid"}	^{When a guest attempts to redeem an expired redeemable or a redeemable that has been removed from the admin panel, they will see this error message. This situation occurs when a redeemable has been deactivated/expired but remains visible in the Push Notifications the guest can see in their app. This is why it is important to set the time the redeemable will be removed from a guest's PNs.}
_{Invalid Reward}	_{"Reward is not valid"}	_{The Invalid Reward error occurs when a guest attempts to redeem an expired reward or a reward that has been removed from the admin panel. This situation occurs when a reward has been deactivated/expired but remains visible in the Push Notifications the guest can see in their app. This may also occur if an upper limit on the number of rewards available has been exceeded. For example, if the reward is a free hat limited to the first 10,000 guests and a guest attempts to redeem that reward after that number limit has been reached, they may receive this message.}
^{Invalid user reward}	^{"Given reward is not accessible for this guest"}	^{When a Guest A tries to redeem a reward tied to Guest B (and is not permitted to be redeemed by another guest), this error message is displayed.}
^{Missing redeemable}	^{"Redeemable Item is missing"}	^{This error is displayed if a redeemable that has been removed from your business's admin panel is being called up in some way.}
^{Multiple redemptions in visit}	^{"You're unable to redeem multiple times in one visit"}	^{Displayed when a guest attempts to redeem a reward multiple times during the same visit. This limitation is set in your business's backend Cockpit settings under "Prevent guests from redeeming multiple times in one visit?" Contact your CSM if you want to turn this on.}
^{Same visit}	^{"You cannot redeem in the same visit as your last checkin"}	^{Displayed when a guest attempts to redeem a reward without waiting the default amount of time after their original checkin. This time is set either during redeemable creation (for specific items) or as a global default in your business's backend Cockpit settings. If this value is set to "0", the guest may redeem their reward immediately after their checkin.}
^{Too far}	^{"Guest not within range of a {{{business_name}}} location"}	^{Displayed when a guest attempts to generate a redemption code from a distance outside a specified range from one of your store locations. Determined by geofencing and location settings on the guest's device.}
^{Too many existing redemptions}	^{"Please use your existing redemption codes or wait for them to expire."}	^{When a guest generates a redemption code, they must either use it or wait until it expires before they may generate another. This error message is displayed when a guest attempts to generate another code before this.}

Checkin Error Messages

Checkin Errors	Displayed Message	Explanation
^{Android scanned}	^{"You've scanned the App's Android download link."}	^{Displayed when a guest scans your App's Android download link. (confirmation message, not error)}
^{Apple scanned}	^{"You've scanned the App's iTunes download link."}	^{Displayed when a guest scans your App's iTunes download link. (confirmation message, not error)}
^{Bad barcode}	^{"This bar code is not valid"}	^{For checkins restricted to specific locations, this message is displayed when a guest attempts to scan a barcode tied to Location A while at Location B.}
^{Business wind down}	^{"{{{business_name}}} is not accepting checkins anymore"}	^{In the event that a business is winding down their loyalty program (slowing it down until it comes to a stop), this error is displayed if a guest attempts a checkin when checkins have already been disabled.}
^{Business wind down complete card}	^{"{{{business_name}}} is not accepting checkins anymore, you cannot start a new card."}	^{For punch-based businesses that are winding down their loyalty program (slowing it down until it comes to a stop), this error message is displayed for users who have at least 1 completed card once the "stop all checkins" flag has been turned on.}
^{Checkin not found}	^{This checkin ID is not valid/not found}
^{Disapproved location}	^{"The location {{{location_name}}} has been disabled for checkins. Please alert a staff member if you think this is in error."}	^{When a location has been either disapproved or deactivated in the Punchh Platform, this message will display for any guests who attempt to checkin at that location.}
^{Insufficient checkin privileges}	^{"Insufficient privileges to allow checkins"}	^{Displayed when a banned guest attempts a checkin.}
^{Internal redis error}	^{"This is taking a little longer than expected. You will be credited soon and notified."}	^{For slow or no connectivity during checkin, this error message is displayed to let the guest know that, although the credit is taking a while, it will eventually be processed.}
^{Invalid bar code}	^{"You've scanned an invalid barcode. Please look for a barcode at the bottom of your receipt."}	^{When a fault in connectivity occurs between the POS and receipt printer, a default barcode may be printed. When a guest attempts to scan that barcode, this error message is displayed. Or the guest may just be scanning the bar code of something else entirely.}
^{Invalid qr code}	^{"Invalid QR Code"}	^{Displayed when a user scans a QR code not associated with your business (such as a QR code belonging to another business).}
^{Invalid receipt image}	^{"is not accessible."}	^{If a guest unsuccessfully submits a receipt image.}
^{Invalid receipt url}	^{"Invalid URL. Kindly provide a valid URL example"}	^{Returned if an improperly formatted URL is used for the receipt.}
^{Location could not be determined}	^{"Location could not be determined"}	^{This is an API endpoint error and is displayed when the Punchh API key that was received does not match the expected key for that business.}
^{Location not in range}	^{"Guest not within range of a {{{business_name}}} location"}	^{Displayed when a guest attempts to scan a barcode and the Location ID does not match with any locations in your business. This may occur when a guest attempts to scan the barcode of another business.}
^{Minimum Amount (or) Receipt Min Amount}	^{"The minimum checkin amount is {{{min_receipt_amount}}}"}	^{If the checkin amount is for less than the "Minimum Checkin Amount" value defined in backend Cockpit settings, the POS will return this error message.}
^{Misconfiguration}	^{"Business is undergoing maintenance currently. Please try later."}	Punchh may be down, or the business may be disabled, misconfigured, or undergoing an update.
_{Multiple Punching}	_{"You are only allowed {{{rate}}} punch(es) within a {{{period}}} hour period."}	_{Based on checkin rate throttling set up in your business's initial configuration, this error occurs when a guest exceeds the number of punches they may checkin for within the specified visit period. For example, your setup may be for a maximum of 2 punches (checkins) per 24-hour visit period. A guest attempting a 3rd checkin will trigger this error. This may be based on scan time or receipt time, depending on your settings.}
^{No barcode}	^{"Bar Code not provided"}	^{When a guest attempts a barcode scan but no barcode is detected.}
^{No distance}	^{"Unable to determine your distance from {{{location_name}}}. Please check to see if your phone's GPS is enabled and try upgrading your app."}	^{Displayed when the app has failed to identify the user's current location needed to determine their distance from a location. This may occur is a guest has disabled location services or their device's GPS isn't functional for whatever reason. This error is generated on a HIT and TRIAL basis and generated on the API end.}
^{No location}	^{"Location for this {{{reward_currency}}} is not valid. You need to be at the restaurant to checkin"}	^{This message is displayed when a guest attempts to do a checkin at an invalid location (one that has not been set up in the Punchh Platform).}
^{No POS type}	^{"{{{business_name}}} does not have a valid POS configured for {{{location_name}}}"}	^{This error message is displayed if a checkin is attempted at a non-POS-integrated location that has not been configured in the Punchh Platform.}
^{No Qr Code (or) QR Code Unavailable}	^{"QR Code information unavailable"}	^{Displayed if a QR code has failed to generate, for whatever reason.}
^{No receipt image}	^{"Receipt image must be provided"}	^{For locations set as receipt image-based locations, if their POS type has been changed to allow for receipt scanning (and has not yet been changed in the Punchh system), this error message is displayed when a receipt is scanned.}
^{No validation type}	^{"{{{business_name}}} does not have a valid validation type configured for {{{location_name}}}"}	^{The current location has not been properly configured for receipt validation (at POS, receipt image verification, etc.)}
^{Non punchh bar code}	^{"You've scanned the wrong barcode on your receipt. Please ensure that you scan the correct barcode on your receipt."}	^{Displayed when a guest attempts to scan a barcode that was not generated by Punchh.}
^{Outside range}	^{"QR/Bar Code for {{{location_name}}} is too far from your current position. Please check to see if your phone's GPS is enabled."}	^{Displayed when the app detects that the user's location is beyond an acceptable distance range relative to the location associated with the checkin receipt (QR/barcode). This may occur is a guest's mobile device GPS isn't functional properly. This error is generated on a HIT and TRIAL basis and on the API end.}
^{Outside working hours}	^{"You can only checkin at this location within working hours"}	^{This error message is displayed if a guest attempts to scan a barcode outside of the business hours you defined for that location.} ^{You can leave these business hours as set in stone, or give a bit of leeway by granting "Grace Minutes" in your business's backend Cockpit settings. This allows for an extra bit of time beyond your store's closing time. A guest may not scan their receipt after that specified duration has elapsed following business hours (10:15 for example). Beyond this time, the user will receive the error message when attempting a receipt scan.}
^{Qr code expired}	^{"This QR Code has been expired for the location"}	^{Based on the value set for "Receipt Age" in your business's backend Cockpit settings, a guest may not scan any QR code receipt older than that defined time value (i.e., 3 days). This error message is displayed when a guest attempts to scan a receipt that has passed its "receipt age".}
^{Qr code frequency}	^{"You can not use this QR Code at this location too many times"}	^{Displayed when a guest attempts to scan the same QR code more than one time.}
^{Rate Limit (checkins) (or) Rapid Checkin}	^{"You aren't allowed to scan multiple receipts in one visit"}	^{If the "Enable checkin throttling based on scan time" setting has been turned on and "Visit Period" defined in your business's backend Cockpit setting, guests will be preventing from scanning a specified amount of receipts within a specified period of time (such as 4 receipts per hour). Guests who exceed this scanning rate will see this error message. This is based on scan time and not receipt time.}
^{Rate Limit (visits) (or) Rapid Visits}	^{"You are only allowed to scan {{{rate}}} receipts within {{{period}}} hours of each other."}	^{If the "Enable checkin throttling based on receipt time" setting has been turned on and "Visit Period" defined in your business's backend Cockpit setting, guests will be preventing from scanning a specified amount of receipts whose receipt times fall within a specified period of time (such as 3 receipts occurring within 1 hour). Guests who exceed this scanning rate will see this error message. This is based on receipt time and not scan time.}
^{Receipt reuse by primary exceeded}	^{"You cannot use the same receipt more than once"}	^{Displayed when a guest attempts to scan the same barcode more than one time. Dependent on the "Validate bar code multiple use" option turned on in backend Cockpit settings.}
^{Receipt reuse exceeded (or) Used Receipt}	^{"This receipt has already been scanned by someone else."}	^{Displayed when a guest attempts to scan the same receipt that has previously been scanned and registered by another guest.}
^{Receipt too old}	^{"This receipt is too old to be accepted"}	^{Based on the value set for "Receipt Age" in your business's backend Cockpit settings, a guest may not scan any barcode receipt older than that defined time value (i.e., 3 days). This error message is displayed when a guest attempts to scan a receipt that has passed its "receipt age".}
^{Receipt void}	^{"This receipt has been cancelled by the POS."}
^{Unavailable bar code}	^{"Due to network connectivity issues at the printing location, this Bar Code cannot be scanned. Please submit a picture of the receipt showing the receipt amount and receipt date thru the 'Need Help?' button."}	^{Displayed when a guest is unable to scan a receipt barcode due to Internet connectivity issues. The guest may either wait until connectivity is restored, or they may send the receipt to support via the mobile app.}
^{Unknown location}	^{"Unknown Location"}	^{Displayed when a guest attempts a checkin at a location that has been removed from or has not yet been added or updated in the Punchh Platform.}
^{Unqualified receipt}	^{"Receipt contains unqualified/disqualifying entries which prevent it from getting rewards."}	_{Displayed if the receipt contains unqualified/disqualifying entries which prevent it from getting rewards. This may be due to a misconfigured POS or incorrectly-printed receipts.}
^{Valid barcode no redis data}	^{"We are looking for your check, but it's taking longer than expected. Once we find it, we'll let you know and add it to your account."}	^{This is an API endpoint error and shows up when an incorrect Location ID is used.} ^{API End - using Location ID of Business A in Business B}
^{Validation type mismatch (or) Validation receipt mismatch}	^{"Invalid location for receipt based checkin."}	^{For mixed businesses with multiple POS setups and verification methods, this error will occur is a guest attempts to scan a receipt barcode that has originated from a location that uses another validation method (QR code scan at POS, for example).}

Guest Profile Error Messages

Guest Profile Errors	Displayed Message	Explanation
^{Already migrated}	^{"Already Migrated."}	^{If your business has undergone migration from another program, this error message will display for a guest who has previously completed migration and perhaps mistakenly tries to migrate again.}
^{Birthday age}	^{"You are too young to join this program as per the Terms and Conditions for this business."}	^{This message is displayed during signup if a guest enters their age younger than the minimum age your business has specified in Cockpit settings.}
^{Email not found}	^{"Email not found"}	^{Displayed when a user tries to sign in with an email address that doesn't match any account in our database with that email address.}
^{Incorrect password}	^{"Incorrect information submitted. Please retry."}	^{Displayed when a user tries to sign in with an incorrect password.}
^{Invite code}	^{"Please check your invite code and try again."}	^{This error appears on the Invite Code screen in the app (post sign-up screen) if the user enters an incorrect/unrecognized invite code.}
^{Mandatory fav location error}	^{"Favorite Location can't be blank"}	^{If your business has made Favorite Location a mandatory field during the signup process, this message is displayed if a user tries to advance/finish the signup without selecting a Favorite Location.}
^{Mandatory terms and conditions error}	^{"Please agree on given terms and conditions."}	^{During signup, this message is displayed if a user tries to complete signup without checking the "Terms and Conditions" checkbox.}
^{Mandatory zip code error}	^{"Please enter a valid postal zip code."}	^{During signup, this message is displayed if a guest enters an invalid zip code (one that doesn't exist).}
^{No token}	^{"Reset Password Token does not exist"}	^{This is a server side error related to the "Forgot Password" link when a guest tries to reset their password. This message is displayed when either the reset URL sent to guest is too old or it has already been used.}
^{No user}	^{"Guest does not exist"}	^{This is a server side error displayed when a user lookup has failed (i.e., when the requested user is not found in the Punchh database).}
^{Wrong information}	^{"Incorrect information submitted. Please retry."}	^{This message is displayed whenever a user enters either an invalid email address or an incorrect password during login.}

Coupon Errors

Coupon Errors	Displayed Message	Description
^{Already used by other guest}	^{"This promo code has already been used by some other guest."}	^{Displayed if a guest attempts to use a promo code that has already been used by another guest. (This may apply to multi-use, personal promo codes tied to a guest).}
^{Coupon code error}	^{"Please enter a valid promo code"}	^{Displayed if the promo code entered is invalid or has already been used up.}
^{Coupon code expired}	^{"This Promo Code has been expired"}	^{Displayed if the promo code entered is expired.}
^{Coupon code reused}	^{"Reward for this Promo Code has already been given."}	^{Displayed if the reward associated with the promo code has already been given.}
^{Coupon code success}	^{"Congratulations, Promo/Coupon Code Applied Successfully."}	^{Displayed if a promo code is successfully applied.}
^{Coupon code error}	^{"Please enter a valid promo code"}	^{Displayed if a guest enters an invalid code.}
^{Coupon code type error}	^{"Incorrect coupon type. This coupon can only be redeemed at {{{coupon_type}}}."}	^{Displayed if a guest attempts to use a coupon code in the wrong context (i.e., trying to use an online-only coupon code in-store).}
^{Usage exceeded}	^{"The usage for this coupon code's campaign is full. Please try next time."}	^{If you set a maximum limit of redemptions on your coupon campaign, this message is displayed for any guest who attempts to use the code after the campaign has reached its max.}
^{Usage exceeded by guest}	^{"This promo code has already been processed."}	^{Displayed is the promo code entered has already been processed.}
^{Usage exceeded by campaign}	^{"Coupon usage from campaign exceeded."}	^{If you set a maximum limit of redemptions per user on your coupon campaign, this message is displayed for any guest who attempts to use the code after they've reached the max number of redemptions they can personally claim.}

Disclaimer:

In an effort to supply information as quickly as possible, this article has been published prior to a formal technical review, and is subject to factual, grammatical, and various structural errors. Data may be incomplete, disordered, or incorrect.

This additional disclaimer will be removed upon formal review of this article. The standard Punchh Inc. KB Disclaimer still applies, and can be found at: https://support.punchh.com/hc/en-us/articles/360040100273-Punchh-Inc-Knowledge-Base-Disclaimer

Articles in this section

Related articles

Redemption Error Messages

Checkin Error Messages

Guest Profile Error Messages

Coupon Errors