General Status as of 30th April
· Code Order Platform
o Average waiting time on Tuesday 29th April: 90 mins average
o Codes with Paid Status and Status Date up to and including 29th April will be sent throughout today and into tomorrow – thank you for patience during this time
o Future Dated Codes with dates up to 29th April will be sent throughout today and into tomorrow– thank you for patience during this time
· Code Redemption Platform
o Average waiting time on Tuesday 29th April: 20 mins average
Some of you may have experienced some slow running of the administrator online ordering website and the e-Code redemption website on 27th/28th April due to an identified issue with the system.
This also means that many people were experiencing ‘Invalid e-Code’ error messages on the e-Code redemption website.
We’d like to apologise for any inconvenience caused and reassure you that our teams have worked hard to deploy a solution which has now rectified the problem.
Anyone trying to redeem an e-Code received on 27th and 28th April and receiving error messages can now try again. For persistent e-Code errors, please refer to the troubleshooting guidance below.
Advice for those experiencing e-Code redemption errors
If the problem persists:
If you ordered bulk e-Codes using the self-distribution method:
· If you entered an activation date for a date in the future, the e-Code will not work until on or after that date.
· Please check the e-Code entered matches the original bulk e-Codes download file. Sometimes when copying and pasting e-Codes from the .csv elsewhere it can change the format of the number and drop leading zeros. e-Codes will always be 16-digits long.
For Edenred distributed e-Codes:
· You may have entered the incorrect e-Code. Please try to enter your e-Code again. If your code is still not accepted, please delete the browsing history on your device – as your device may be storing the incorrect code in its memory.
My order is stuck at pending?
Please go into the order to approve it 4 days prior to the scheduled order delivery date.
My order is stuck at ‘Paid’?
On your account, if your order has a status of ‘Paid’, this means that your order is in the process of e-Codes being generated and fulfilled. Due to unprecedented demand your order may be held in a queue. From an order being approved it can take up to 4 days to be fulfilled and e-Codes sent. Actions are continually being taken to further accelerate the fulfilment of orders in this queue.
Please also note, that if you entered an activation date for a date in the future, the order will not show as ‘Fulfilled’ until that date. However, If you have placed an order that has more than one delivery date, e.g. one that is now in the past or for immediate release and one that is for a future date, the overall order status will still continue to show as ‘Paid’ until the future scheduled date has been delivered. The e-Code delivery for immediate release will have been fulfilled within 4 days from the order approval.
Parents/carers did not receive their e-Codes but my order is showing as fulfilled?
If the order status is ‘Fulfilled’, the e-Code should be received within 4 days of the order being approved. If it hasn’t been received in this timeframe, please ask the parent/carer to check their junk mail folder (the email will be sent to them from email@example.com or firstname.lastname@example.org).
Also, please check the email address you added. If the e-Code was sent to an incorrect email address, you will need to send a new one.
I’m having trouble using the admin site and placing orders/ website is slow, or I’m getting error messages/I’m stuck in a queue
Due to exceptional demand, we have implemented a queuing system on the ordering website. This is to control the amount of traffic on the website at any one time in order to improve the user experience for everyone and speed up the ordering process once past the queue.
Please note it can take up to an hour to enter the website, but this can vary during peak and off-peak hours. For a shorter queuing time, we recommend trying outside of peak hours or days, which is between 10am and 5pm, and on Mondays.
I’ve managed to login to online ordering, but have been kicked out and have to re-join the queue again?
Please check your internet connection and if that looks ok, raise a query with your local IT systems provider to ensure no local security settings on your laptop or device are causing the issues and please try again.
I’m trying to upload an order file; it keeps hanging (aka circle of doom)
If you are having problems with the system hanging when uploading a file, it’s possible you could have data errors in the file which you can check for and correct before retrying. Common errors include:
· Putting a £ sign before the value
· Capital letters in email addresses
· Spaces where there shouldn’t be
If you are unsure how to place an order, please refer to the user guide – you will find a link below.
The queue in the redemption website waiting room looks very long, how long until I can access the website?
Due to exceptional demand, we have implemented a queuing system on the ordering website. This is to control the amount of traffic on the website at any one time in order to improve the user experience for everyone and speed up the voucher redemption process once past the queue.
I’ve selected the self-distribution option, but the e-Code isn’t working when I try to redeem it
1. For bulk e-Codes using the self-distribution method: if you entered an activation date for a date in the future, the e-Code will not work until that date
2. When redeeming bulk e-Codes trouble shooting:
a. if you receive an error message when trying to redeem your e-Code, you may have entered the incorrect code. Please try to enter your code again. If your code is still not accepted, please delete the browsing history on your device – as your device may be storing the incorrect code in its memory.
b. If this still doesn’t work, please check the e-Code entered matches the original bulk e-Codes download file. Sometimes when copying and pasting e-Codes from the .csv elsewhere it can change the format of the number and drop leading zeros. e-Codes will always be 16-digits long.
What are the overall service levels I can expect?
For codes orders to be sent directly to Parents and Carers, codes should be delivered within 4 days of the order being “Approved”
For self-distribution codes, to be managed by the schools, codes should be available for download within 4 days of the order being “Approved”
Schools Admin user guide: