Troubleshooting missing coupon code or form reward
If you've set up a reward on your Senja form and a customer says they didn't get their coupon code after submitting a testimonial, this article covers the most common reasons and how to fix them.
Did you submit a video testimonial for Senja and not get your own reward? Jump to I left a testimonial for Senja and didn't get my coupon.
Are you a customer who submitted a testimonial to another business and can't find your code? The reward comes from the business whose form you filled in, not from Senja. Check the thank you page and your inbox (including spam), then contact that business directly for help.
This is applicable to any Senja plans: Free, Starter, and Pro.
Where the coupon code shows up
When a customer submits a testimonial through a form with a reward, the coupon code appears in two places:
On the Thank you & word of mouth page, right after they submit
In the confirmation email, only if the email field is filled in and the confirmation email is turned on
If the customer closed the thank you page quickly and no email was sent, they may have missed the code.
Common reasons a customer can't find the code
The reward is limited to video testimonials
If Limit to video testimonials only is turned on in the Reward tab, customers who submit text only won't see the reward or get the email.
Edit your form and open the Reward tab
Check the Limit to video testimonials only toggle
Turn it off if you want everyone who submits to get the reward
The email field isn't required
Without a required email field, the reward only shows on screen. If the customer didn't enter an email, there's no email to send the code to.
In the Form tab, make the email field required on the About you page
The confirmation email is turned off
Check that the thank you email is turned on in your form settings
The email went to spam
Ask the customer to search their Spam, Junk, or Promotions folder for your business name
If they unsubscribed from your Senja emails in the past, they won't receive any emails from your project. See Troubleshooting Senja emails to help them resubscribe
The wheel didn't spin
If you use Spin the Wheel, the wheel can occasionally fail to spin because of the browser or cache. The prize email is still sent automatically, so ask the customer to check their inbox.
The form has no reward
If the form is set to No Reward, customers don't get a code. A testimonial may still show a "30% OFF" label on the customer page. That's a default placeholder, and the customer doesn't receive any code or email about it.
Find the code a customer received
You can check which reward a customer got and send it to them yourself:
Go to your Proof page: https://app.senja.io/
Filter by form if you need to
Click the testimonial to open the customer's page
The reward shows above the testimonial
To send it again, use Thank Yous to email the customer with the coupon attached. See How to reward customers for testimonials.
Senja doesn't track whether a code has expired or how many times it's been used. If the customer has the code but it doesn't work at checkout, check it in your own billing or e-commerce tool.
I left a testimonial for Senja and didn't get my coupon
Thank you for taking the time to record a video testimonial for us! If you were promised a reward and can't find your coupon code, it's usually because your reward was given in a different form:
You're on a discounted plan: instead of a coupon code, we add an account credit. It's applied automatically to your future Senja charges, so you don't need to enter anything
You're in our affiliate or referral program: your reward is added as a payout bonus in FirstPromoter. Payouts go out on the 15th of every month
You weren't charged for your first month: in this case, we've issued a refund instead of a coupon
The coupon is for a specific plan: some coupons only work on one plan. For example, affiliate coupons may only apply to the Starter plan
You can check credits and past invoices on your Billing page: https://app.senja.io/billing
If none of these apply and you still can't find your reward, contact Senja Support with the email address you used to submit your testimonial.
Still need help?
If none of the above solves it, contact Senja Support with:
The form name or link
The customer's email address
Which reward type you use (coupon code, external link, or Spin the Wheel)
Whether the confirmation email arrived