Troubleshoot coupons, blogs, email, and SMS

Start with the feature status and audience, then check the relevant log. Avoid repeating a send or changing several rules at once before you know which condition failed.

Test this on your own account first. Do not make customer SMS operational until one test message to a number you own and have consent to use has proved your Twilio and DLT setup end to end: StoreMink attempt, Twilio acceptance, handset receipt, exact text, sender, and segment count.

A coupon is rejected

• Check Active status, start and end dates, minimum order, and use count.
• For a restricted code, sign in with a customer who belongs to an allowed group.
• Refresh the cart after changing a coupon.
• Check whether the store plan allows another active coupon.

A blog post is missing

• Check whether it is Draft, Pending, Published, or unpublished.
• Confirm its category and the filters used by the storefront section.
• Publish the page or builder changes that display Latest blogs.
• For a customer post, check whether approval is required.

A coupon email did not arrive

1. Open Logs → Email logs and confirm the selected customer has an email.
2. Read the initial result: sent means Resend accepted the request. A failed or skipped result means the initial send could not be completed or StoreMink did not make the provider request; read the available error or campaign count.
3. Do not treat a sent row as proof of inbox delivery. Check spam filtering or contact StoreMink support for a provider-side check before deciding whether to send again.
4. Remember that a later permanent bounce or complaint can suppress the address for future sends without changing the earlier Email log or campaign result. Do not retry a suppressed address. If the customer says the address was corrected and should receive mail again, contact StoreMink support before a future campaign.

Do not resend only because the customer reports non-arrival. An accepted message may still be delayed or filtered, and repeating the campaign can create duplicate email if the first message arrives later.

An SMS did not arrive

1. Open Logs → SMS logs.
2. Check whether the attempt is sent, failed, or skipped, and read any initial error.
3. Check the Twilio connection and balance.
4. Compare the sender and body shown in the row with the active entity ID and template configured under Notifications and with the DLT portal. The row does not display its historical template ID.
5. If the row is sent, remember that StoreMink has only Twilio's initial acceptance; check the store's Twilio account and avoid a second attempt until you have ruled out a delayed or silently dropped message.

When to contact support

Send the store domain, page or event name, approximate time, log reference, and a screenshot. Do not send passwords, OTPs, Twilio Auth Tokens, payment card details, or private customer data.