Gift Card not generating GAN

  • Resolved cgrant719

    (@cgrant719)


    4 months, 1 week ago

    I’ve enabled Square Gift Cards for a client site and everything worked as expected in a staging environment but when attempting to purchase a gift card on the Production site the order goes through successfully however the GAN is not generated and the email is not sent to the recipient – all other emails are sent properly. Notably, I do not see a GAN was created and activated in the Order Notes section, and my client sees the transaction in the Square dashboard but no gift card was created or activated either.

    The WordPress version and plugin version are identical between staging/production, the main difference is staging is using a test Square account with Sandbox mode enabled.

    • WordPress 6.3.3
    • Square 4.3.1
    • WooCommerce 7.9
    • Transaction Type: Charge

    Any help would be appreciated.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support omarfpg (woo-hc)

    (@omarfpg)

    4 months, 1 week ago

    Hi @cgrant719,

    As a first step, I can see your WordPress, WooCommerce and Square versions are out of date. Could you please try running all pending updates and seeing if that fixes it? You can take a full backup of your site before doing that or try the updates on a staging site to make sure nothing breaks while doing so.

    However, since you mentioned this works for you on Staging and Sandbox, let’s try something else first. Can you please try disconnecting and connecting your Square account? Additionally, can you make sure you have Coupons enabled on the WooCommerce settings page? Both suggestions from come from a similar thread, so it’s worth checking if this helps you too!

    If this doesn’t work, I’d proceed with updating everything to the latest version and trying again, if that still doesn’t work we can take it from there!
     
    Please let us know the results of your tests.

    Cheers!
    -OP

    Thread Starter cgrant719

    (@cgrant719)

    4 months ago

    The root cause of this issue was indeed the connection to Square. The reason is because the existing API connection does not have permission to create/edit gift cards. When reconnecting I saw a prompt to allow the new connection to allow these new permissions, and now everything works as expected.

    It would be worth mentioning this in the setup guide for existing users that are upgrading an existing connection because it is not obvious that we would need to redo the API permissions.

    Plugin Support Shameem (woo-hc)

    (@shameemreza)

    4 months ago

    Hi @cgrant719

    We’re glad reconnecting to Square and updating the API permissions resolved the issue.

    Your feedback about the setup guide is precious. We will consider your suggestion and aim to improve our documentation to include this important step for future users.

    Meanwhile, I will mark this thread as resolved. Should you have further inquiries, kindly create a new topic here.

    Thanks!

Viewing 3 replies - 1 through 3 (of 3 total)
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