Common Issues
Login, claims, labels, emails and domains — the problems we see most.
On this page
The problems we see most often, and how to solve them yourself. Still stuck? Email [email protected] with the claim number or a screenshot.
Logging in
| Problem | Solution |
|---|---|
| No verification email | Check spam. Still nothing after 10 minutes? Contact support. |
| “Invalid credentials” | Check the email address; use Forgot password? to reset. |
| 2FA code rejected | Check that your phone’s time is set automatically — codes depend on it. |
| Lost 2FA device | Contact support from the account’s email address. |
| Logged out unexpectedly | Your session was revoked (for example “log out all sessions”) or expired. Log in again. |
| Wrong company’s data | Check the Workspace switcher at the top of the sidebar. |
Claims
| Problem | Solution |
|---|---|
| Many claims on Check | Serials probably weren’t uploaded yet. Upload them and run Recheck — see Auto-Verification. |
| Claimant can’t submit | Is the promotion within its claim period and is their country enabled? Do they complete the human check? |
| Claim on the wrong promotion | Use Move to promotion on the claim. |
| Same person claimed twice | Use Compare and combine — see Bulk Processing. |
| Claimant made a typo | They can use Send edit link on the status page, or you can Edit the claim. |
Labels and shipping
| Problem | Solution |
|---|---|
| Label not created on approve | Read the error on the claim — it names the missing setting. Fix it and Retry. See Labels & Tracking. |
| “Country not served” | The promotion’s carrier doesn’t deliver there. Use Retry with… another carrier. |
| Customs error | Complete Customs details on the gift — see Customs. |
| No tracking updates | Updates arrive periodically; press Refresh on the claim. For DHL and PostNL, turn on live tracking. |
| DHL label missing | DHL creates a draft — print it from My DHL. |
Emails
| Problem | Solution |
|---|---|
| Claimants don’t receive emails | Ask them to check spam. Verify your sending domain and add DMARC. |
| Wrong language | Emails follow the language used on the claim form. Check the templates for that language. |
| Merge tag shows as text | Check the spelling, including the double curly braces: {{firstName}}. |
Domains
| Problem | Solution |
|---|---|
| Custom domain won’t verify | Check the DNS records exactly and wait for DNS to update — see Custom Domains. |
| Page says the domain isn’t found | The domain points to Donaraz but isn’t verified for your company yet. |
Related
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