# Troubleshoot Gift Cards

Canonical: https://selio.io/en/support-center/troubleshoot-gift-cards
Language: en
Category: Gift Cards
Reviewed by: Selio Support Team
Last updated: 2026-05-13
Summary: Learn how to troubleshoot gift card issues in Selio and restore clean gift card sale, lookup, balance, and redemption flow.
Topics: #troubleshooting, #redemption, #stored-value

## Summary
Check lookup, balance, activity, and checkout state in that order so gift-card problems are diagnosed from evidence, not memory.

## Before you begin
- Identify the exact gift card or sale in question
- Decide whether the issue is sale, balance, lookup, activity, or redemption
- Work from the live gift-card record before taking any follow-up action

## Steps
1. Find the affected gift card in the available lookup or management flow.
2. Review its visible balance and activity together.
3. Check the sale or redemption context tied to the issue.
4. Correct the visible problem if your role allows it.
5. Recheck the card state before attempting another sale or redemption.
6. Escalate with the gift-card record and exact symptom if the problem continues.

## Troubleshooting
- **The card cannot be found:** Recheck the lookup details before assuming the card does not exist.
- **The balance looks wrong:** Review activity before interpreting the number.
- **Redemption fails at checkout:** Confirm the card is active and the order is at the right payment step.
- **The team answers gift-card questions inconsistently:** Standardize one lookup-and-verification process.

## Related context

- [Redeem a Gift Card](https://selio.io/en/support-center/redeem-a-gift-card)
- [Check Gift Card Balance](https://selio.io/en/support-center/check-gift-card-balance)
- [View Gift Card Activity](https://selio.io/en/support-center/view-gift-card-activity)
- [Sell a Gift Card](https://selio.io/en/support-center/sell-a-gift-card)
- [Manage Gift Cards](https://selio.io/en/support-center/manage-gift-cards)