Common acceptance failures
Trace a refused or stalled receipt back to the rule most likely causing it.
Most refused receipts trace back to one of the acceptance checks: a missing field, the amount, the shop or the zip code.
Many receipts are refused straight away
Why this happens: a check is stricter than the promise shoppers read, such as a higher minimum amount or a shorter shop list.
Fix it: compare each check in Receipt Acceptance Policy with your campaign copy, and loosen what goes beyond it. See Acceptance policy overview.
Many receipts come back Incomplete
Why this happens: the photo didn't show a readable shop name or total.
Fix it: improve the photo tips in your copy, and check the photos: see OCR issues. With Manual validation, your team can still read and approve a clear receipt.
Good receipts fail for one shop
Why this happens: the name printed on receipts differs from the one in Allowed Merchants, and Require Exact Match is on, or the difference is too big.
Fix it: add the name as it's printed, or turn off Require Exact Match. See Configure merchant rules.
Some branches work and others don't
Why this happens: their zip codes aren't in Allowed Zip Codes.
Fix it: add the missing codes, or use a wildcard such as LH1*. See Configure location rules.
Approved receipts don't unlock the prize
Why this happens:
- The shopper's approved spend hasn't reached the rule's Minimum Amount Threshold yet.
- The winning option's attribution slot has ended, or its stock has run out.
- An Exclusive global rule gave the shopper a higher prize instead, or blocked it because they already claimed another prize.
Fix it: check the rule, the slots and the global rules in the Configuration tab. See Winning options and attribution slots.
Receipts in another currency are refused
Why this happens: receipt games accept euros only.
Fix it: there's no setting to change this. Tell shoppers in your terms.
Still stuck?
Test one clearly valid and one clearly invalid receipt. If the valid one still fails, contact your Customer Success Manager with the campaign name and both receipts.