A promo code (also called a coupon or gift code) is applied in the shopping cart, before you complete a new order. It is not entered in your client area after the fact, so apply it while ordering.
Applying a promo code
- Choose the plan you want and add it to your cart.
- On the shopping cart page, open the
Apply Promo Codetab. - Paste the code into the field marked
Enter promo code if you have one. - Press
Validate Code. - Check the order total updates before you continue to checkout.
Paste the code rather than typing it. Codes are often long and hyphenated, and a single wrong character produces the same error as an invalid code. If the code came to you by email, copy it straight from that email.
Promo codes and account credit are not the same thing
These are two separate systems and customers often expect one to behave like the other.
- A promo code is entered in the cart on a new order. It reduces the price of that order, subject to whatever the code is valid for.
- Account credit is a balance held on your account. You do not enter it anywhere credit is used automatically when a new invoice is created, whether that is a renewal, an upgrade, or a new service.
So if you are holding a code, it belongs in the cart. If you are holding a credit balance, there is nothing to enter.
If the code will not apply
The cart reports most problems with the same generic message, including The promotion code entered does not exist. That message does not necessarily mean the code is missing or expired. The common categories are:
The code is restricted to certain plans
Many codes are valid only for a specific product or product line. Entered with a different plan in the cart, or with an empty cart, a valid code can still be reported as not existing. Add an eligible plan first, then apply the code.
The code is restricted to certain billing terms
Some codes apply only to particular billing cycles or a minimum term. Switching the billing cycle on the plan in your cart can change whether the code is accepted.
The code has already been used
Codes are frequently limited to one use, or one use per customer. If it has already been redeemed on your account, it will not apply a second time.
The code has expired
Codes usually carry an expiry date. Once past it, the code stops working.
The code is limited to new or to existing customers
Some offers are for new customers only; others are only for existing ones. A code can be perfectly valid and still not apply to your account for this reason.
The code was mistyped
As above, copy and paste. This is the single most common cause and the easiest to rule out.
Still not working?
Open a support ticket and include the code, the plan you are trying to order, and the billing cycle you selected. With those three details we can check what the code is valid for and get you to the right plan.
It is easiest to sort the code out before you order rather than after, so ask first if anything looks wrong.
