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If a customer does not see expected giveaway entries or tickets, use this guide to check the most common causes.

Entries and tickets depend on the giveaway setup, customer identity, eligible order activity, and campaign rules.

Step 1: Confirm the giveaway is active #

Open the giveaway inside PrizeSuite and confirm:

• The giveaway exists
• The giveaway is active or was active when the customer entered
• The campaign dates are correct
• Ticket settings are correct
• Entry limits are not blocking the customer

Step 2: Confirm the customer completed the correct flow #

Customers should enter through the intended PrizeSuite giveaway flow.

Check whether the customer:

• Opened the correct giveaway page
• Used the correct checkout flow
• Completed the required purchase or action
• Used the same Shopify customer account
• Did not enter after the campaign ended

Step 3: Confirm the order is eligible #

For purchase-based giveaways, entries usually depend on a valid eligible order.

Check:

• The order was completed
• The order was paid or eligible
• The correct product or giveaway flow was used
• The order was not cancelled, refunded, or blocked by campaign rules
• The quantity or ticket rules match the campaign setup

Step 4: Check Participants #

Inside PrizeSuite, go to:

Participants

Select the giveaway and search for the customer.

Check:

• Customer name or email
• Order activity
• Entry count
• Ticket numbers
• Entry status
• Date/time of participation

Step 5: Check My Rewards #

Ask the customer to open My Rewards while logged in.

Check:

• The customer is logged in
• The same Shopify account was used
• Giveaway history appears
• Ticket numbers appear
• The activity belongs to the correct giveaway

Step 6: Check ticket availability #

If the giveaway has a maximum number of tickets, confirm tickets were still available when the customer entered.

A sold-out or ended campaign may not assign new tickets.

Step 7: Check standalone giveaway setup #

If the giveaway uses a standalone checkout product, confirm:

1. Customers are entering through the giveaway page.
2. Product Guard is enabled if needed.
3. The standalone checkout product is not being purchased directly from the normal product page.
4. The intended giveaway checkout flow was used.

Step 8: Refresh and retest #

After checking the setup:

1. Refresh PrizeSuite admin.
2. Refresh the storefront page.
3. Test with a logged-in customer.
4. Complete a small test flow if appropriate.
5. Confirm the participant and ticket records appear.

Common causes #

Entries or tickets may be missing because:

• The customer was not logged in
• The order was not paid yet
• The wrong product or page was used
• The campaign was not active
• Ticket limits were reached
• The customer exceeded entry limits
• The required theme/page setup was incomplete
• The customer used a different Shopify account

Best practices #

To reduce missing-entry issues:

1. Test the giveaway before launch.
2. Use clear customer instructions.
3. Enable Product Guard for standalone giveaway checkout products.
4. Keep ticket rules simple for the first campaign.
5. Review Participants after test purchases.
6. Confirm My Rewards shows customer activity.

Contact support #

If the issue continues, contact support with:

• Store domain
• Giveaway name
• Customer email or customer identifier
• Shopify order number if available
• Screenshot of the customer page
• Screenshot of Participants if available
• Steps the customer followed