Before you start
- You know the exact discount code the customer or team member tried to use.
What this usually means
The code was typed differently than it was saved, the wrong amount type was selected, or the quote or invoice needs to be refreshed before the discount appears.
Fastest fix first
- 1
Check spelling and spacing
Discount codes should be entered exactly as saved. Remove spaces, extra punctuation, and hidden copy-paste characters.
- 2
Confirm the amount type
Open Settings, then Discounts, and make sure the code is saved as either Percentage or Fixed amount with the right value.
- 3
Refresh the quote or invoice
Leave the quote or invoice editor and reopen it before applying the code again.
- 4
Check the subtotal
A fixed discount can make the total look surprising on small invoices. Compare the discount amount against the line item subtotal before sending.
What to send support
Send the discount code, quote or invoice number, expected amount, actual amount, and whether the code was entered by the customer or applied by your team.
Was this helpful?
Contact Zentive support
Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.