# 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.

Source: https://fidella.app/help/business/a-customer-cannot-redeem-a-voucher
Last reviewed: 2026-09-03

---

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.