Troubleshooting Missing Gift Cards¶
If a customer says they haven't received their gift card email, follow these steps to investigate and resolve the issue.
1. Confirm the gift card was issued¶
- In Shopify admin, go to Products → Gift cards
- Search by the customer's name or email
- Make sure the gift card code exists and is active
2. Check the delivery status in Gift Card Hero¶
- Go to Apps → Gift Card Hero → Analytics → Queue Report
- Search for the gift card by recipient email or order number
Review its status:
- Scheduled — the gift card is set to send in the future (check delivery date)
- Sent — the email was sent to the customer
- Failed — there was an issue delivering the email
3. Resend or update the gift card¶
If the status is Sent but the customer hasn't received it:
- Ask the customer to check their Spam, Promotions, or Updates folders
- Confirm the email address is correct
If the address is wrong or needs to be changed:
- In Queue Report, click the email link for that gift card
- Update the recipient's email and/or delivery date
- Click Save and Resend gift card
4. Check for email deliverability issues¶
- If you use a custom email domain, make sure your domain's SPF/DKIM records are set correctly so Shopify emails aren't marked as spam
- If multiple customers are reporting missing gift cards, contact your email provider or Shopify Support to check for delivery problems
5. Issue a replacement if needed¶
If the gift card can't be resent for any reason:
- Issue a new gift card in Shopify and email the code manually to the customer
- In Shopify admin: Products → Gift cards → Issue gift card
Tip: Most missing gift cards are caused by incorrect email addresses or the email landing in the spam folder. Always verify these two before issuing a replacement.