Enter a valid discount / discount not found error message

When entering a discount code at checkout, you may see the message "Enter a valid discount code", or if applying it in the subscription portal, you might see "Discount not found". While this could mean the code is invalid or does not exist, there are other reasons why it may not be working.

Checking if you’re entering the discount code in the right place

Some discount codes are designed for specific types of orders and can only be used on certain parts of our website:

• New order discounts (new "one-time purchase" or "new subscription")

  – These apply only to brand-new orders placed on our website by adding items to your basket and proceeding to checkout. They will not work on existing subscriptions.
  
  See: How to apply a discount to a new order
  
  

• Subscription discounts (existing active subscription orders)

  – These apply only to existing subscription orders and must be added through the subscription portal, not at checkout.
  
  See: How to apply a discount to a subscription order

Guidance on Pet Club reward discounts for subscription customers

If your discount is a Pet Club reward and you had an active subscription at the time you redeemed the reward, you will have been provided with the option to select between two types of reward:

• Subscription reward – Provides £ off the next order for an existing subscription and can only be used in the subscription portal. For details, see: How to apply a discount to a subscription order
  
  
  
  
• One-time purchase reward – Provides £ off your a new subscription order or any one-time purchase and must be used at checkout. For details, see: How do I apply a discount code to a new order?
  
  

What if I've selected the wrong type of Pet Club reward?

If you’ve selected the wrong type of reward, please see: I chose the wrong type of Pet Club discount reward – can you change it?