Troubleshooting offers

Check two things on the offer page. First, the status must be Done. Second, the right-hand column must contain a description — if the page tells you the offer has not been enhanced, that is your answer, and writing the four fields and saving fixes it.

If both are fine, the offer is available and SI is choosing not to raise it. That is normal and expected: an offer is only worth mentioning when the contact's situation fits. If you need the offer in a specific message to specific people, put it in a template with a smart tag instead.

A full run takes a couple of minutes and can take longer when your brand setup is large. If it is still Enhancing well past that, create the offer again.

If a second attempt also sticks, contact support with the offer name rather than creating a third — a repeat points at something worth looking at.

The description, terms and instructions tags read the finished copy. An offer created without the enhancement has none of it, so those tags resolve to nothing and the message goes out with a gap.

Open the offer, write the four fields in the right-hand column, and save. Then send yourself a test before sending the campaign.

Always test a template that references an offer. An empty tag leaves no error anywhere — the message simply goes out incomplete.

An offer tag has to name both a field and a specific offer, and it is only valid in the exact form the panel produces. Delete what is in the template and insert a fresh tag from Available {smart_tags} rather than correcting the text in place.

This is a limit rather than a fault. The code format you define, and any code list you upload, are stored with the offer. No unique code is handed to a contact, nothing is marked as used, and nothing expires.

If you need one code per customer with real redemption tracking, it has to come from the system that honours the deal — your store platform, your payment provider or your booking system. Use a fixed code in Zyntro and let that system own the uniqueness.

Nothing retires an expired offer. Once it is Done it stays available until you act.

Delete the offer, or edit its text to reflect the new terms. If you want an offer you can leave in place indefinitely, use a rolling expiry — the window is counted from when each contact receives it, so it cannot go stale.

This is the intended behaviour, and it surprises people, so it is worth stating plainly: no part of Segmentation Intelligence filters offers by their locks.

If an offer genuinely must not reach certain contacts, make the condition explicit in the offer's terms so any message that quotes them carries it. Do not rely on a lock for that.

Correct the wording in place on the offer page and save — that fixes this offer immediately, including in every template that references it.

Then check your recorded pricing, because the next offer you write will inherit the same figures. When pricing is absent the copy is written without it, which is safer than wrong.

The file must be a .csv of at most 5MB holding a single column of codes, with no more than 10,000 of them and none longer than 100 characters.

Only the first column of each row is read. A header row named code is skipped, blank rows are dropped, and duplicates are removed ignoring case. If the message said no usable codes were found, every row was blank or the codes were in a later column.

Click one of the prompt cards on the left before choosing Generate Image — the panel stays in its waiting state until a prompt is loaded.

If a prompt was loaded, check the balance shown above the form. Each variation is charged as its own image, so four variations cost four times one. Retry with a single variation and a simpler prompt.