Frequently Asked Questions

Open the User Guide for step-by-step directions. The guide is public, but protected tool links will redirect signed-out users to login.

Yes. Supervisors and above have two bulk options on the Dispense page. Print 10 issues ten vouchers and downloads them as a printable PDF tearaway sheet. Email 10 Vouchers issues ten codes and emails them to a single recipient — enter the recipient name, department, and email address before sending.

Contact your system administrator to reset your account. Self-service password reset is not currently available.

Open the Security page while signed in. Click Enable Two-Factor Authentication, scan the QR code with your authenticator app (Google Authenticator, Authy, 1Password, etc.), then confirm with the 6-digit code. After confirmation you will receive one-time recovery codes — download or copy them and store them somewhere safe. They are shown only once.

Recovery codes are one-time-use backup codes issued when you enroll 2FA. Each code can only be used once to sign in when your authenticator app is unavailable. Store them somewhere safe (a password manager or printed copy). If you use all of them, you can regenerate a fresh set from the Security page — this requires your current TOTP code and immediately invalidates all previous codes.

If you have an unused recovery code, enter it at the 2FA step after your password (click “Use a recovery code”). If you have no recovery codes left, contact your administrator. An admin can reset your 2FA from the Users page, which lets you sign in with your password again and re-enroll 2FA.

TOTP codes are time-based. The most common cause is a device clock that is slightly out of sync. Enable automatic time synchronisation on your phone or device and try again with the next code. Also confirm you are using the correct Voucher.Social entry in your authenticator app. Each code is single-use — do not resubmit a code that was already tried.

Navigation is role-based. Issuer can access Dispense and FAQ. Viewer also sees Audit. Supervisor also sees Upload, Sync, Inventory, Submissions, and Campaigns. Admin adds Users and Settings. Super Admin adds Maintenance.

Most often it is a role permission issue. Check the role name shown in the top bar to confirm which role is active. If you believe you should have access, ask an admin to verify your assigned role and account status.

Upload accepts PDF voucher files exported from the UniFi controller. Campaign recipient validation accepts CSV and PDF.

Sync connects directly to the UniFi controller. Use Generate to create new vouchers in the controller and import them in one step. Use Sync to pull vouchers that already exist in the controller into your local inventory. Use Upload when you have a PDF exported from the controller and want to import it manually.

A campaign lets you send vouchers to a list of recipients at once. Upload a recipient list, validate it, then launch. Individual vouchers are dispensed one at a time from the Dispense page.

Yes. Once a submission is approved, open it from Submissions and press Create Campaign. The recipient list is carried over automatically — no need to re-upload. Campaigns created this way show the submission's department label as the From name in Live Progress.

Clean the source list first, then re-run validation. Duplicate emails are de-duplicated in validation stats, and invalid rows are excluded from launch.

Open Audit and filter by the recipient or action. Each row shows the delivery status and whether the voucher was opened.

Open Audit and use the search field to filter by recipient name, email, or issuer username. Each row shows a masked code. Viewers, supervisors, and admins can click the masked code to reveal the full voucher code.

Not currently. Once a voucher is dispensed it cannot be cancelled or voided. Contact your administrator if a voucher was issued in error.

The app could not confirm API health. Before retrying, open Audit or check the visible result to confirm whether the action already completed. Only retry when no successful record is visible.

Expired vouchers remain in Audit but can no longer be redeemed. If inventory is depleted, dispensing will be unavailable until new vouchers are uploaded. Check Inventory to monitor remaining stock.

The available count has dropped below the configured threshold for that product. Dispensing still works until stock reaches zero, but a supervisor should upload or generate more vouchers soon. Check Inventory to see current counts across all products.

Open Audit to filter by action, source, delivery status, opened status, and product.

They land on a public upload page specific to their invite. They enter their name, confirm the department label, and upload a PDF containing their email list. No account is required. Once submitted, the list appears in Submissions for a supervisor to review.

Open Users (Admin+). Use the Create User form to add a new account — enter the display name, username, role, and a temporary password. To reset an existing user's password, find them in the user list and press Reset Password. All active sessions for that account are revoked immediately.

A setting marked Hot Apply takes effect immediately without restarting the service. Settings marked Restart Required need a service restart before the change is active. The badge is shown next to each field in Settings.

Always run the Dry-Run Preview first. It shows how many rows will be affected before anything is deleted. When you are ready to proceed, the Execute step requires you to type a confirmation string exactly as shown. All executions are logged in the Execution History table.