Troubleshooting and support

Use Forgot password on the sign-in page to reset your password. Sign in with the email address added for your team.

If an organization is missing from the account switcher or your access is deactivated, contact Viffy support to check your access.

• Check the organization selected in the sidebar.
• Open Offers, clear the search and filters, and refresh offers.
• If the brand is still missing, ask Viffy to check your access to its offers.

If the offer is visible but is not Ready, open it for the reason. Its dates, available codes, or brand settings may need attention.

Download the template from Creators → Import creators and keep its header row. Include a unique Creator ID and a name for every creator.

Save as a UTF-8 CSV and check the preview’s row messages. Preview again after changing the file or if an hour has passed.

If existing details did not change, edit that creator from their row. Importing the same Creator ID again leaves existing details unchanged.

Ask the shopper to check the phone number and confirm it is a US mobile number that can receive texts. They should wait for any countdown on the page before requesting another code.

Verification codes last ten minutes and allow five attempts by default. If texts still do not arrive, follow your team’s shopper support process.

• Check that the campaign is Active, its dates are open, and the creator’s campaign link is enabled.
• Check the offer dates and the campaign’s code supply notice.
• If the campaign has reached its limit, add codes if the offer has more available.
• If the campaign has limit remaining but no codes ready, follow the wait shown on the page and try again.

If the problem continues, contact Viffy with the campaign name and the message shown.

A shopper who has already claimed this offer gets their original code back. Use Recovering a code if they cannot find it.

• Check the qualifying products, offer dates, and any retailer restriction.
• Use Show barcode and code number on the offer page to try the alternative barcode.
• Use the offer page’s scan help to request a number the cashier can type in.

The number for the cashier lasts about fifteen minutes; request another if it expires. The retailer still needs to accept the offer.

If it still fails, the shopper should use the support contact on the offer page. Your team can look up the code’s status.

• Check when redemption figures were last updated, then refresh them.
• Check the organization, dates, and brand filters. On Redemptions, also check the counting-status filter.
• Compare reports and exports using the same reporting time zone.
• Look for test or excluded redemptions: they remain visible in the list but do not count toward creator totals.

See Reading the numbers for examples. If a redemption is still missing after updates complete, contact Viffy.

Fix the color readability warnings and check that your images meet the image requirements. Wait for the preview to show your latest edits before choosing Publish.

Open Redemptions and look up the phone number the shopper provides. Check whether a code was handed out, redeemed, expired, or withdrawn.

The lookup is saved in the Activity log. Set your team’s shopper support contact in Settings so shoppers know how to reach you.

Email [email protected] for help with Viffy.

Include your organization name, campaign name, what you were trying to do, and the message shown.

For API problems, include the Viffy-Request-Id from the response. Keep API keys, verification codes, and shoppers’ phone numbers out of your message.

For webhook problems, start with webhook troubleshooting.