Overview
This article covers common issues and frequently asked questions about Uncanny Redemption Codes. If you’re experiencing a problem, check through the sections below before submitting a support ticket — many issues have straightforward solutions.
Common Issues
Codes show as “invalid” when users try to redeem them
This is the most common issue and usually has one of these causes:
- The code has already been redeemed. If the code is configured for single use and has already been redeemed by another user (or the same user), it will show as invalid. Check the code’s status on the View Codes page under Uncanny Codes > View Codes.
- The code has been cancelled. Cancelled codes cannot be redeemed. Check whether the code was manually cancelled by an administrator.
- The code batch type doesn’t match the redemption method. Codes generated as “Automator” type batches can only be sold through WooCommerce, not redeemed through registration or standalone forms. Make sure the batch type matches your intended distribution method.
- Copy/paste whitespace. Users sometimes accidentally copy leading or trailing whitespace when pasting a code. The plugin trims whitespace, but unusual characters (such as non-breaking spaces) can cause validation failures.
- The code belongs to a different site. If you’re running a multisite network, codes are site-specific. A code generated on one site cannot be redeemed on another.
User is not enrolled after redeeming a code
If a user successfully redeems a code but doesn’t appear to be enrolled in the expected course or group:
- User Activation is enabled on the registration form. If you use a form plugin (Gravity Forms, WPForms, etc.) with User Activation or email verification enabled, the code is not redeemed until the user activates their account via the confirmation email. Check whether the user has completed the activation step.
- The code grants group access, not direct course access. If the code is linked to a LearnDash Group, the user is added to the group — but they only gain course access if courses are assigned to that group. Verify the group configuration in LearnDash > Groups.
- Caching. If your site uses object caching or a page cache plugin, the user’s enrollment status may not appear immediately. Have the user log out and back in, or clear the cache.
Codes are not being assigned to WooCommerce orders
If customers purchase a code product but don’t receive codes:
- WooCommerce order status. Codes are linked to an order when it is created, but the completion email (which includes the codes) is only sent when the order status changes to Completed. Enable the Autocomplete orders setting under Uncanny Codes > Settings to automatically complete orders that contain code products.
- Code batch is exhausted. If all codes in the linked batch have been assigned or redeemed, new orders will not receive codes. Check the Available Codes count on the product edit page.
- WP Engine “Allow Order by RAND()” setting. If your site is hosted on WP Engine, the “Allow Order by RAND()” setting must be enabled in the WP Engine control panel. If it’s off, codes will not be associated with orders properly.
Redemption form doesn’t appear on the page
If the [uo_user_redeem_code] shortcode or block doesn’t render on the page:
- The user is not logged in. The standalone redemption shortcode only displays for logged-in users. If you need anonymous users to redeem codes, use a registration form integration instead.
- Plugin is not activated. Verify that Uncanny Redemption Codes is installed and activated under Plugins in wp-admin.
- Theme or plugin conflict. Try switching to a default WordPress theme (e.g., Twenty Twenty-Four) to rule out a theme conflict. Deactivate other plugins one by one to identify any conflicts.
User already enrolled — code is wasted
As of Uncanny Codes v5.0, the plugin checks whether a user is already enrolled in the course or group associated with a code before processing the redemption. If the user already has access, the code is not consumed and the user sees a message indicating they’re already enrolled.
If you’re on an older version, codes could be redeemed even if the user was already enrolled, effectively wasting the code. We recommend updating to v5.0 or later to benefit from this validation.
Frequently Asked Questions
Can I use the same code batch with multiple WooCommerce products?
No. Each code batch can only be linked to one WooCommerce product. This restriction exists to prevent inventory tracking issues — if multiple products shared the same batch, the available code count would be unreliable. Create separate batches for each product.
Can codes be redeemed more than once?
It depends on how the batch was configured. When generating a batch, you can specify the number of times each code can be redeemed. If set to 1 (the default), each code can only be used once. If set to a higher number, the same code can be redeemed by multiple users up to that limit.
Note: Codes in batches that allow multiple redemptions per code cannot be sold through WooCommerce.
Can I change what a code grants access to after it’s been created?
The courses and groups associated with a code are set at the batch level when the batch is created. You cannot change the association for individual codes after generation. To change what access is granted, you would need to create a new batch with the updated configuration.
How do I translate the redemption form text?
The plugin’s strings are translation-ready. You can use a translation plugin like Loco Translate to modify any text strings, including form labels, button text, and error messages. You can also customize some messages directly from the Uncanny Codes > Settings page.
Can I set codes to expire?
Code expiration is managed at the batch level. When generating a batch, you can set an expiration date. After the expiration date, codes in the batch can no longer be redeemed. Individual code dates can also be modified as of v5.0 — see Viewing and Editing Codes.
What happens when a user who redeemed a code is deleted?
The code’s redemption record is preserved, and the Redeemed column on the View Codes page shows a “Deleted User” label instead of the username. The code is still marked as redeemed and cannot be reused unless manually reset by an administrator.
Can I import codes from an external system?
Yes. In addition to generating codes within the plugin, you can add existing codes to a batch manually. See Generating or Adding New Codes for details on adding codes to a batch.
Getting Help
If your issue isn’t covered above, you can submit a support ticket through your Uncanny Owl account. When submitting a ticket, please include:
- Your Uncanny Codes plugin version (found under Plugins in wp-admin)
- The WordPress version and PHP version
- Steps to reproduce the issue
- Any error messages you’re seeing
- The code string(s) affected, if applicable