A customer cannot redeem their voucher

Check that the voucher is still redeemable and belongs to your venue, then that the customer approved the prompt on their phone. An expired or cancelled approval request is final, so start a fresh scan rather than retrying the old one.

Four things to check, in this order.

Is it still redeemable

Active lists only show vouchers with uses remaining. If it is not there, their activity history will say whether it was already used.

Is it yours

A voucher redeems at the venue that issued it.

Ask them to show the voucher instead

Sometimes the prompt does not arrive, or the customer is not sure what to tap. Ask them to open the voucher in their Fidella app and show you the code on it. Scanning that redeems the voucher without a prompt, because opening it and showing it is the approval. Your scanner opens straight onto that voucher.

This redeems one use, and there is no quantity control on that screen. For a second use on a multi-use voucher, ask them to show it again, or start the redemption from their usual code so they can approve the larger number.

Did they approve

The confirmation goes to the customer’s phone, not your scanner. Nothing completes until they tap it.

Is the request stale

Expired and cancelled requests are final by design. Scan again rather than waiting on the old prompt.

Common questions

It is not showing in their list at all.

Fully used vouchers leave the active list. Their activity history will show whether it was already redeemed.

The scan session expired while they were deciding.

Their approval keeps its own clock, so they can still answer. If it did expire, scan again.

It was issued by another venue.

Vouchers redeem at the venue that issued them.

I cannot change the quantity on a voucher they showed me.

That is deliberate. Showing the voucher authorises one use. For a second, ask them to show it again, or start it from their usual code and let them approve the larger number on their phone.