Frequently Asked Questions¶

Answers to the most common questions about GiftCard Hero. Can't find what you need? Use the AI chat or contact support@syncu.be.

eGift Cards¶

How can I customize the appearance and styling of the gift card product page to match my brand? (frequently asked)¶

You can customize colors, layout, and design by adding custom CSS via Admin → Apps → Gift Card Hero → Settings → Custom code. For more advanced design changes, contact our support team — we provide professional customization free of charge.

Also asked as: How can I customize the gift card page to match my website's style, design, or branding? · Can I customize the gift card page to match my brand's colors, style, and design preferences? · How can I customize the appearance and styles of gift cards to match my store's theme? · How can I customize the gift card's appearance to match my branding, including logos, colors, fonts, and layout? · How can I request design changes for the free gift card product page?

How do I resend a gift card or change the recipient email address? (frequently asked)¶

It depends on whether the gift card has been sent yet.

If it's still in the queue (not sent yet): go to Admin → Apps → Gift Card Hero → Dashboard → Queue, click the edit icon next to the email row, and update the email address and/or delivery date.

If it has already been sent: open the gift card in Shopify Admin → Products → Gift Cards, select the card, and find the Gift Card Hero block in the Blocks section. If the block isn't visible, click Customize (or Add block), find 'Gift Card Management', add it, and pin it. Then use the dropdown to select who to send to (Customer, Recipient, Store Admin, or a custom email address) and click Send.

Also asked as: How can I preview and customize the gift card email templates in Shopify? · Where can I edit or customize the email templates for gift card notifications in Shopify? · How can I customize or edit the email sent to the gift card recipient, including its content, images, and styling? · How can I customize the email messaging for gift cards, including the content sent to customers and recipients? · Can I modify the recipient's email address for a gift card and resend the notification?

How do I enable custom amount options for eGift cards? (frequently asked)¶

Go to Admin → Apps → Gift Card Hero → eGift cards, toggle 'Allow custom amount', wait for processing to complete, then save. This lets customers choose their own gift card value.

Also asked as: How can I add custom denomination amounts for both eGift cards and physical gift cards? · How can I offer both physical and digital gift card options on my product pages? · Can I apply discounts or discount codes to gift cards with custom amounts? · How can I add and set up gift card-related pages, such as a gift card purchase or balance check page, on my website? · How can I modify the add-to-cart button behavior for gift card products to open the cart drawer instead of redirecting to the cart page?

Why are some of my gift cards becoming disabled or unusable? (frequently asked)¶

This was caused by an older delivery method that disabled original gift cards when reissuing. The app now uses a new delivery method that keeps original cards active — this issue no longer occurs.

Also asked as: Why are some gift cards showing as disabled or not activated, and what causes this? · Why does a discount code not work on certain gift card purchases or in the shopping cart? · Why was a specific gift card deactivated? · Why are gift cards not working for making purchases or in the store? · Why doesn't the gift card product image show during checkout?

How do I enable and use physical gift cards? (frequently asked)¶

Enable physical gift cards in your app settings. They work as regular Shopify products that you print and fulfill yourself—the app does not handle printing or fulfillment. See documentation for detailed setup instructions.

Also asked as: How do I enable and set up physical gift cards in the app? · How do I set up and use gift cards with the app? · Can imported or programmatic gift card orders be attributed to the Online Store sales channel instead of the Gift Card Hero channel? · Can I test the gift card setup and purchases without affecting live orders or products? · Can the gift card code created by the app be reflected in Klaviyo email templates, and is there an integration with Klaviyo?

How do I create preset gift card amounts like $25 or $50? (frequently asked)¶

To add preset amounts, edit the gift card product variants — each variant represents a denomination (e.g., $25, $50, $100).

eGift card product: find it in Shopify Admin → Products, then open the gift card product to add or remove variants.
Physical gift card product: go to Admin → Apps → Gift Card Hero → Gift Cards → Physical tab, then click 'Configure physical gift product' to open the product in Shopify Admin.

Also asked as: Can the checkout or 'BUY NOW' button be changed to go directly to checkout instead of the cart? · How can I refresh and open the cart drawer using JavaScript? · What does issuing store credit that isn't in exchange for cash look like in the backend from an accounting perspective? · Is there reporting available to monitor voucher issuance and redemption? · Why are sales of vouchers included in total sales immediately?

What should I do if the gift card page is loading slowly or not displaying correctly? (frequently asked)¶

Loading issues are often caused by conflicts with other apps installed on your store — try temporarily disabling other apps to check if that resolves the issue. If the problem persists, contact support by granting collaborator access so the team can investigate and replicate the issue in your store.

Also asked as: Why is the gift card product page not working? · How can I fix issues with the gift card email template, such as discrepancies, broken images, or layout problems? · How can I resolve the color contrast accessibility issue on the gift card add to cart button? · Why do I get a blank page when printing an e-gift card or digital gift card? · What could be causing the gift card page to display a blank page for customers, and how can I resolve it?

Can Gift Card Hero generate a 1D barcode of the gift card code for offline POS scanning in the email? (frequently asked)¶

Yes, Gift Card Hero generates and includes 1D barcodes (Code 128, Code 39, EAN, and others) directly in the gift card email for offline POS scanning. If you need a different barcode format, contact our support team.

Also asked as: Where does the assigned gift card code appear after auto-assignment? · Is there a way to upload codes with specific denominations so auto-assignment only assigns codes matching the order amount? · Can the app generate printable coupons with unique codes and dates? · Does Gift Card Hero support scanning barcodes on physical gift cards? · How do I assign or manage gift card codes for physical gift cards sold online?

How do I set or change the expiration date for gift cards? (frequently asked)¶

Set expiration dates in Shopify Admin under Settings → Payments → Gift card expiration. For existing cards, edit expiration individually or use bulk CSV updates.

Also asked as: How can I set or manage the expiration date for gift cards? · Why are scheduled gift cards not being sent on time or as planned? · Can I set or manage a specific validity period for gift cards? · How can I send a scheduled gift card immediately or if the scheduled date has passed? · Why is a scheduled gift card still showing as 'Scheduled' and has not been sent or arrived even after the scheduled time has passed?

How do I remove the QR code and 'Shopping in Store' message from the gift card options? (frequently asked)¶

You can hide the QR code directly in the app: go to Admin → Apps → Gift Card Hero → eGift cards → enable 'Hide the QR code on the gift card page'. If you don't use Shopify POS, you can alternatively enable 'Replace POS QR code with the shop link' to replace the QR code with a link to your store instead of hiding it entirely.

Also asked as: How can I leave a review for the GiftCard Hero app? · Can I remove the quantity option or selector from the gift card page? · How can I disable or hide the gift card preview button or feature on the product page? · How can I delete gift cards generated via the Gift Card Hero app or cancel the app itself? · Can I hide the review section on the gift card page?

Does Gift Card Hero work with Shopify Markets and support local currencies? (frequently asked)¶

Yes, the app is compatible with Shopify Markets. Gift card amounts are always stored in your store's base currency, and prices are displayed to customers in their local currency via Shopify's currency conversion. If you need local currency support enabled for your store, contact our support team and we'll set it up.

Also asked as: Can I use and reload existing gift cards purchased from Shopify with this app? · Does the app replace or modify the native Shopify gift card system? · Does the product integrate with Shopify POS for physical gift cards? · How can I use and set up a gift card voucher on Shopify POS? · Is this gift card app compatible with Shopify POS and Shopify Advanced plans?

Can I customize Apple Wallet branding and how do I handle theme migration? (frequently asked)¶

Apple Wallet passes are a native Shopify feature. To enable and customize them, go to Shopify Admin → Settings → Payments → Apple Wallet passes → Customize. You can set the header, color, logo, and banner. Once enabled, customers receive an 'Add to Apple Wallet' button in their gift card email to store the card digitally with a scannable QR code and balance display.

Also asked as: Why isn't the app working after theme setup or change? · How do I migrate changes to my live Shopify theme and update text or design? · How can I restore or remove theme changes made by an app if I decide to abandon or uninstall it? · How can I update my store's theme to a new version? · How much would it cost to do all these changes urgently?

Are gift cards reloadable and reusable, and what happens when they are reissued? (frequently asked)¶

Yes, gift cards are reusable — the balance is spent partially and the remaining balance stays on the card. Gift cards can be reloaded (topped up) in three ways:

Admin: go to Admin → Apps → Gift Card Hero → Balance Reload, find the card by code or customer email, and adjust the balance.
POS: use the Gift Card Hero POS tools to check and reload balances by entering the gift code or scanning a QR code.
Storefront: enable storefront reload in Admin → Apps → Gift Card Hero → Balance Reload → Storefront Reload — customers can then purchase a reload product on your store to top up their card.

Also asked as: How can I prevent gift cards from being automatically deactivated or disabled when reissued or scheduled for resend? · Can customers or merchants reload gift cards, and how is this done? · Is it possible to zero out the balance on a gift card after it has been deactivated or disabled? · Why was a customer's gift card deactivated, and how can it be reinstated or reactivated? · Can deactivated gift cards be reactivated?

How can I check the balance or status of a gift card? (frequently asked)¶

You can check balance through the Gift Card Hero app, the gift card management page, or the balance checker widget on your storefront. Simply enter the gift card code to view the current balance.

Also asked as: How can I verify if a gift card has been sent to the recipient and whether it has been received or used? · How can I verify if a gift card has been used or its funds have been spent? · How can I pull a report of gift card adjustments for a specific date range or month? · Is there a way to generate a report showing gift card usage or details? · How can I access recipient information (name and email) in the API for searching and listing gift cards?

How can I customize button colors and text on the gift card page? (frequently asked)¶

Edit your theme's CSS with desired hex codes for button colors. For app-specific button text like 'Start Shopping', go to Admin → Apps → Gift Card Hero → eGift cards → Translations.

Also asked as: Can I change the text on the 'Start Shopping' button and improve its readability? · How can I change the colors of buttons and fonts in my app? · Can I change the color of buttons like 'Buy' or 'Add to cart' to a specific hex code? · How can I change the colors of the Gift Card product page and the Add to cart button? · How can I change the color of buttons in the app?

Can customers check their gift card balance online? (frequently asked)¶

Yes, the app provides a balance checker widget that customers can use by entering their gift card code. Enable it in the app settings and add it to your storefront theme.

Also asked as: Will reducing the gift card balance help in processing refunds correctly, and does it happen automatically? · How can I enable or fix the gift card balance check feature on my website? · Can existing gift card balances be transferred when switching from Rise.ai to the new app, and what is the process for migrating active gift card balances? · How do gift card balance reloads and decrease adjustments appear on Shopify Analytics? · How do I handle exporting and tracking gift card sales and balances?

Why is the gift card balance check not working or showing incorrect amounts? (frequently asked)¶

Ensure the theme extension is enabled and the widget is properly installed, then check the app's configuration. For Apple Wallet sync issues or persistent incorrect amounts, contact support for investigation.

Also asked as: Why are gift card balances not updating correctly in Apple Wallet for all clients, and how can I ensure they update properly? · Why do some gift cards or their balances show incorrect amounts? · Why does the gift card always add the same value, such as $25? · Why does the gift card still show in dollars despite market restrictions or settings? · Why is there a discrepancy between the gift card redemption amounts shown in the analytics dashboard and the ERP system?

How do I update or change translations for gift card messages and content? (frequently asked)¶

Navigate to Admin → Apps → Gift Card Hero → eGift cards → Translations to update translations. For product descriptions or additional content, edit the product directly in Shopify admin. The app supports multiple languages via this translation interface.

Also asked as: Does the app support multiple languages and currencies for stores? · How can I change the greeting message to Dutch? · The widget's language is stuck in English; how can I change it to Hebrew? · Where can I review or edit the email translations that customers receive with gift cards? · How can I change the translation for the app on my website?

How do I customize email templates and prevent them from reverting to default? (frequently asked)¶

Customize email templates in Shopify admin under Settings → Notifications → Gift card created. If templates revert after updates, this may be due to manual reset or Shopify issues. The app maintains template settings, but Shopify controls the final email notification system.

Also asked as: How can I customize the email templates sent to buyers and recipients in Shopify? · Can the image in the email be changed from the winter setting to a different one? · How can I update the email template to match my new branding with specific typography and colors, and ensure the image is properly resized and aligned? · How can I adjust the email template to match the website's visual coherence, including colors, card display, resizing, typography, and Pantone colors? · How can I remove or modify the blue thank you message in the email template?

How can I remove or hide the QR code from gift card emails and printouts? (frequently asked)¶

Adjust the email template settings to hide the QR code element through your gift card configuration or enable a 'Hide QR code' setting in the app. This may require editing notification templates in Shopify admin.

Also asked as: How can I remove or hide the QR code section from the gift card, either on the gift card page, preview, or when the client opens it? · How can I disable or turn off the QR code scanning or display feature in the app? · Can the QR code be removed from email and product templates? · How can I remove or disable the QR code widget from the gift card or e-gift card pages? · How can I remove or hide the QR code from my gift card and display the gift card number instead?

How do I customize the balance widget's image and text on my store? (frequently asked)¶

Go to Admin → Apps → Gift Card Hero → Balance check widget. There you can enable/disable the widget, configure behavior (apply to cart, show progress bar, product recommendations), and find the balance check page URL to embed on your store. Use the Change design button (top right) to customize the visual appearance, or Translations to edit widget texts. If the widget isn't visible on your storefront, ensure the theme extension is enabled in Shopify Admin → Online Store → Themes → Customize.

Also asked as: Why is the gift card balance check widget not visible on the store page? · How can I change or translate the texts of the Balance widget? · What is the current status of pending balances in the account? · How can I check my recent usage data and understand my pending balance in the app? · The Unused vs Used balance report does not show accurate values of used balances.

Can I see the full gift card code and resend the email if the customer didn't receive it? (frequently asked)¶

The Shopify API restricts access to full gift card codes — only the last 4 digits are visible in the admin. If you need to see the full code for an individual gift card, open it in Shopify Admin → Products → Gift Cards, find the Gift Card Hero block, and use the admin extension. If you need codes for all gift cards in bulk, contact support.

To resend a gift card email, use the same admin block extension — select the recipient type and click Send.

Also asked as: Can I get a list of all gift card codes, including full codes, from a specific source or location? · Is there a way to see the full gift card code instead of just the last 4 digits? · How do I see what the gift card looks like? · Is it possible to display the complete gift card code in the order feed? · Where can I find the gift code for a physical gift card ordered from Shopify?

How can I resend a gift card PDF if a client didn't receive it?¶

The PDF version matches the print version of your gift card page. To include a PDF download link in the gift card email, add the following code to your Liquid email template (Shopify Admin → Settings → Notifications → Gift card created):

<a href="https://{{ shop.domain }}/a/gifthero/api/card/pdf?url={{ gift_card.url }}" class="button__text">Download PDF</a>

To resend the gift card email, use the Gift Card Hero admin block on the gift card page in Shopify Admin.

Also asked as: Can the PDF download match the print design exactly? · Le modèle d'email a-t-il été mis à jour pour inclure un lien vers le PDF imprimable ? · Est-il possible d'inclure un lien vers un PDF imprimable dans l'email de notification de la carte cadeau ? · Les clients recevant la carte cadeau digitale peuvent-ils obtenir un lien vers une version imprimable en PDF ? · Is there a way for us to generate the PDF ourselves in case of errors or modifications?

Can I offer gift cards in different currencies for different regions?¶

Gift card denominations are set in your store's base currency. The app handles currency conversion according to actual exchange rates, so customers see rounded gift card values in their local currency for each market via Shopify Markets integration.

This feature is enabled on request — contact support to activate it. The support team will verify your email template is configured correctly before enabling.

Also asked as: Can gift cards be restricted to specific currencies or markets? · Is it possible to show market-specific gift card amounts for different countries? · Can gift cards be delivered in different currencies depending on the customer's location? · How can I display gift card balances in different currencies based on Shopify Markets or geolocation?

The quantity selector isn't working correctly—how do I fix or hide it?¶

Quantity selector issues are typically caused by theme conflicts. Try clearing cache or disabling other apps. To hide the selector entirely, custom CSS is required. Contact support for assistance.

Also asked as: How do I hide or remove the quantity selector? · Can I hide the quantity selector in the upsell? · Why is the mobile version missing the quantity selector? · The quantity selector is not working; it only adds 1 each time. · Can the quantity selector be removed and the mobile add to cart button be fixed?

Can I add custom designs and remove default ones?¶

Yes. Each predefined gift card design has a checkbox — uncheck it to disable that design. To upload your own custom designs, use the upload section below the predefined designs list. You can control which designs are available for each gift card type.

Also asked as: Is there a way to reorder an original gift card design without going through the same design process? · Can all the gift card designs be removed and offer only one for start? · Is it possible to remove specific designs from the physical gift card?

Can I customize the gift card form layout and fields?¶

The app's design is not fully editable via the theme editor. For custom layouts, you can use the Storefront API with custom HTML. Contact support for CSS-based design modifications.

Setup & Installation¶

How do I resend a gift card email if the recipient didn't receive it? (frequently asked)¶

Open the gift card in Shopify Admin → Products → Gift Cards, select the card, and find the Gift Card Hero block in the Blocks section. If the block isn't visible, click Customize (or Add block), find 'Gift Card Management', add and pin it. Then select who to send to (Customer, Recipient, Store Admin, or a custom email) and click Send. Also check spam folders and verify the email address is correct.

Also asked as: How can I resend a gift card email to a customer or ensure they receive the correct email? · How can I resend a gift card that was sent as a gift and the recipient claims it never arrived? · How do I issue or send an e-gift card? · How can I verify if a digital gift card was sent successfully and the recipient received it? · Why are email notifications not working for physical gift cards?

How do I approve a collaborator request in Shopify? (frequently asked)¶

Find collaborator requests in Shopify admin under Settings → Users and permissions → Collaborators. You'll also receive an email notification when someone requests access.

Also asked as: Why is the collaborator request pending approval, and what is its current status? · How do I accept or approve a collaborator request in Shopify? · How do I accept a collaborator request and proceed afterward? · Where can I find and approve collaborator requests in Shopify? · How do I request collaborator access to troubleshoot issues with my Shopify store or app?

How do I change the colors and text on the gift card page and email templates? (frequently asked)¶

For color and style changes, add custom CSS via Admin → Apps → Gift Card Hero → Settings → Custom code. For text changes (button labels, messages), go to Admin → Apps → Gift Card Hero → Settings → Translations, then select 'eGift card' in the Feature area dropdown. For more advanced changes, contact our support team — we provide professional customization free of charge.

Also asked as: Can I customize the font of the gift card message or email, and how do I do it? · Can I edit the text on the gift card page myself? · How can I customize the text and appearance of gift card buttons and notifications? · Can I add custom text before or under the gift card code on the PDF? · Can the gift card denomination display be moved to different positions on the card?

How do I add my logo to the gift card page and emails? (frequently asked)¶

Adding a logo to the gift card page and emails is done by our support team free of charge. Contact us and we'll set it up for you.

Also asked as: Can the gift card be transformed into a printable PDF for sending to customers? · Is there a way to change the gift card image in the balance checker widget? · Why is the custom or selected gift card image not appearing in the email? · Can I add my logo to my gift cards or prebuilt gift card designs? · Can gift card images be shown on the checkout page?

How do I grant collaborator access to enable app support? (frequently asked)¶

Go to Admin → Settings → Users & Permissions → Collaborators and approve the request from Syncube Team. This allows support to assist with your store.

Also asked as: How do I integrate the app with my store? · Does the app support integration with POS systems? · Does the app support multicurrency functionality, and how can it be enabled? · Where can I view analytics or reports? · What kind of data can be obtained from the app?

How do I set up the Gift Card Hero app and troubleshoot common issues? (frequently asked)¶

If gift cards are not being delivered, here's what to check:

Verify the app extension is active — go to Shopify Admin → Online Store → Themes → Customize, and make sure the Gift Card Hero app block is enabled.
Check that gift cards are enabled in Shopify — go to Shopify Admin → Settings → Payments and confirm gift cards are turned on.
Check the Queue report — in Admin → Apps → Gift Card Hero → Dashboard → Queue, see whether the card was sent or is still pending.
Check order processing settings — go to Shopify Admin → Settings → General → Order processing and make sure auto-fulfillment is configured correctly.
Check spam folder — if the card shows as sent in the queue, ask the recipient to check their spam or junk folder.

Also asked as: How can I troubleshoot issues related to gift card delivery, email delivery, or fulfillment? · Customer encountered an issue where entering a custom amount and clicking add to cart does nothing, and the custom amount gift card is not added. · How can I correct errors on a gift card, such as the message or email address entered incorrectly? · Why do I get an internal server error when trying to enable physical gift cards? · Why am I getting a 404 error when accessing a gift card or physical gift card link?

Can I change the sender email address or customize email notification content? (frequently asked)¶

The sender email address is the same one used for all transactional emails from your store — it cannot be changed specifically for gift cards. To customize the notification content, go to Shopify Admin → Settings → Notifications → Customer notifications → Gift card created.

Also asked as: Why do notification emails go to the Promotions tab in Gmail, and how can I ensure they arrive in the Primary inbox? · how can I know the failed emails? · Can I change the sender email ID for my store? · How can I change the wording for email notifications? · How can I fix the formatting issues on the recipient page?

How are changes made to the gift card page design? (frequently asked)¶

You can customize the gift card page design by adding custom CSS in Admin → Apps → Gift Card Hero → Settings → Custom code. For more advanced design changes, contact our support team — we provide professional customization free of charge.

Also asked as: How do I generate, revise, or resend a gift card to a customer? · How can I improve the design and print layout of digital e-gift cards for better printing and presentation? · Can you provide a preview link for the gift card product with recent changes? · How do I set up and get my gift card page designed and working? · How do I get started making and creating a gift card?

How do I set or increase the maximum gift card amount? (frequently asked)¶

For gift cards with a custom amount, you can set upper and lower limits in Admin → Apps → Gift Card Hero → eGift cards settings. Contact support if you need special or custom limits.

Also asked as: How can I set limits on the gift card amounts, including maximum and minimum values? · Can the character limit on physical gift cards be changed or reduced? · How can I enable the increased limit for gift card reloads? · Can I create a gift card that allows a customer to use it multiple times to get the full value of a service? · Can I pre-print physical gift cards with specific amounts on them?

Can I request a custom product page design for gift cards? (frequently asked)¶

Contact the support team with your design specifications or reference images to request custom layouts. The team can adjust the existing structure or integrate a custom layout you provide. Design assistance is available via collaborator access.

Also asked as: Can the formatting of the sub-heading on the product page be matched to other PDP pages? · Is there a way to add options like Description, Shipping, Returns, Assistance and display images in full size on the product page? · How to fix layout issues on mobile and desktop screens to match the provided design? · Can I create a layout similar to a specific image? · How can I fix the issue where a product page's content is hidden when a specific product is active?

What fields can I import via CSV and what should I do if data isn't saved correctly? (frequently asked)¶

The Bulk Actions feature (Admin → Apps → Gift Card Hero → Gift Cards → Bulk Actions) supports 4 operations via CSV upload:

Generate — create codes in bulk (value, quantity, prefix, code length, expiration)
Send — create and email gift cards to recipients (initial_value, email required; optional: name, message, expires_on)
Update — modify existing cards (code required; optional: balance, expires_on, disabled, notify_customer, notify_recipient)
Import — migrate gift cards from another system (initial_value required; optional: code, expires_on, recipient_email, customer_email)

If data isn't saved correctly: check that the header row matches exactly the expected field names, use the provided CSV template, and check the Results tab for per-row error details. For jobs stuck in "Processing", contact support.

Also asked as: When will the gift cards be imported after I send the CSV? · Why are gift card emails not being received and expiry dates not saved during bulk upload? · I'm trying to import a csv for existing gift cards. Used your template and imported. says all 55 cards failed, but error is just 'unknown errors' for each. I exported the data and looks like everything is there. definitely the only required field of initial value is populated. some have expiration dates, some do not. all apparently fail. not sure if it's the 6-digit code that's the problem, or I'm missing a step. · Why did the image not appear correctly for some recipients when sending gift cards via CSV? · Why do some gift card recipients not have a customer or recipient assigned after bulk upload?

Bulk Operations¶

How do I bulk create and send gift cards to multiple recipients? (frequently asked)¶

Use the app's bulk tools to generate multiple gift codes at once. Upload a CSV file with recipient details for bulk sending, and export gift card data as CSV. The app supports bulk creation, import, and export of gift card data.

Also asked as: How can I process bulk gift card orders? · What is the best way to send gift cards to a large list of recipients, possibly based on specific criteria like purchase amounts? · How can I upload and scan bulk gift card codes using a CSV file? · Can I send gift cards to multiple customers in bulk, and what is required to do so? · How can I export the gift card report as a CSV file?

My bulk import job is stuck or pending—what should I do? (frequently asked)¶

Import jobs take time based on data volume. No action is needed on your end during processing. If a job remains stuck for an extended period, contact support to investigate.

Also asked as: Why is the import job taking so long to process? · Why are the bulk import jobs stuck or pending? · When will the bulk import process complete? · Is the process for bulk updating notification settings correct as described? · What issue is the customer experiencing with the bulk upload tool?

My code generation job is stuck—how do I fix it? (frequently asked)¶

Code generation jobs may take some time depending on the number of codes requested. No action is needed during processing. If the job remains stuck for an extended period, contact support to cancel and restart it.

Also asked as: Can I generate a list of codes and assign values later? · How can I check the codes uploaded for a specific variant? · Should I regenerate the 20,000 codes or can you restart the job on your end? · Can you pause the job that created 20,000 codes and start the job that created 82 codes, then resume the 20,000 codes job after the 82 codes are created? · How do I prioritize starting the code creation job that generated 82 codes over the one that created 20,000 codes?

General¶

How do I leave a review for Gift Card Hero? (frequently asked)¶

Leave a review at https://apps.shopify.com/gift-card-hero#modal-show=ReviewListingModal

Also asked as: How can I get reviews for my app? · How can I get more reviews for my app to improve sales? · Can the app send emails from my domain instead of their domain? · Should I just uninstall the app to unsubscribe? · How can I reactivate or troubleshoot the app subscription to prevent it from stopping?

How do I schedule a meeting with support, and why aren't reminder emails sending? (frequently asked)¶

Contact support via the in-app chat or email to schedule a meeting or demo. Reminder emails are sent for gift cards with partially used balances. If reminders aren't sending, verify the scheduling settings and email configuration in the app.

Also asked as: Why are reminder emails not sending on schedule or when manually triggered? · Can I schedule a demo or demo call? · What is the format of 'deliveryDate':1696863000000? · When will the scheduled emails be sent? · Is it no longer possible to select a delivery time, only the date?

Billing & Plans¶

What is the pricing structure and cost of the Gift Card Hero app? (frequently asked)¶

The app is free to install. Paid plans range from $9.99 to $49.99/month plus a 2% fee on gift card sales. The free plan includes only the 2% fee capped at $49.99/month. Development stores can use the app for free during testing.

There is also a PRO plan at $19.99/month (flat rate, no additional fees), or $39.99/month for Shopify Plus stores.

Also asked as: Can the app be used for free while the store is under development? · How can I change the app subscription to the free version? · Why does the PRO version always display 'Select subscription plan'? · Where can I find the pricing information for the app? · Do I have to pay the full amount I paid in your app?

How do app charges and billing work when I uninstall the app or during trial periods? (frequently asked)¶

Charges are based on your billing cycle and gift card issuance volume in the past 30 days, not on installation status. If you're charged shortly before uninstalling, it reflects prior usage. Contact your Shopify admin to manage billing.

Also asked as: Why was I charged for the app after uninstalling it or during testing, especially if it was supposed to be free or uninstalled shortly after? · Is it possible to pause or temporarily suspend the subscription without deleting the app? · Does uninstalling the app cancel the recurring charge? · What are the charges after the trial period? · Will I be charged $19.99 after the trial?

Physical Gift Cards¶

How do I purchase, load, and fulfill physical gift cards? (frequently asked)¶

Physical gift cards can be purchased from Shopify's customizable gift cards page, or you can generate codes via Admin → Apps → Gift Card Hero → Bulk Tools → Generate without import and send the CSV to a third-party printer.

To register codes when orders come in, there are two methods: - Auto assignment — codes are assigned automatically as orders are placed. Set it up in the app's auto-assignment section. - Manual assignment — go to the order in Shopify Admin, add the Gift Card Hero Admin app block (+ App block → Gift Card Hero Admin → Pin), then enter the gift code from the printed card or scan its QR code to register it.

Also asked as: How do I purchase and load value onto physical gift cards? · How can I set up and automate the creation and delivery of physical gift cards in Gift Card Hero? · Can you help me set up the physical gift card sales, activation, and shipping process? · Are there articles, resources, or tutorials available on how to set up physical gift cards for in-store sales? · How can I import existing physical or digital gift cards from Square into the system?

Discounts & Promotions¶

Can I prevent customers from using discount codes when buying or redeeming gift cards? (frequently asked)¶

Yes, you can control this via Admin → Apps → Gift Card Hero → Payments. There are two tools:

Gift Card Payment Rules — create rules to block gift cards as a payment method based on conditions: customer country, cart subtotal, specific products, collections, or whether a discount is applied to the cart.
Restrict Payment Methods — hide specific payment methods when the cart contains eGift cards or physical gift cards (configured separately per card type).

Also asked as: How can I cancel or disable gift cards? · Can gift cards be restricted to specific products or collections? · How can I prevent customers from purchasing gift cards with other gift cards or exceeding certain amounts? · Can discounts be applied to gift card purchases and are there any restrictions on using discounts with gift cards? · How can I prevent discounts from being applied to gift cards during checkout?

Tax & Compliance¶

How do I prevent tax from being applied to gift card purchases? (frequently asked)¶

Adjust tax settings in Shopify admin (Settings → Taxes) to exclude gift card products from tax collection. This is a Shopify platform configuration, not an app feature.

Also asked as: Where should gift card revenue be reported? · Why is a customer being charged tax on a digital gift card when it should not be taxable? · Does the minimum monthly fee of $9.99 apply even if no gift cards are sold? · Are there any commissions or fees for gift card sales? · Are there charges associated with gift card creation and usage besides the monthly fee?