Every refusal names the one check the code failed, so read the message first — most are yours to fix in a minute. The quieter case to catch is a code that goes through without discounting anything.
⚠️ Check the total before you pay. A code that applied shows as a discount line on the payment page. If the total is still full price, close the page instead of paying.
Before you try again
Profile → gear icon → Purchases → Redeem Promo Code
Three things stop a code before it is even checked:
You must be the collection's owner — an admin or a collaborator cannot redeem.
The collection must have no subscription running — the row refuses while one is active, wherever it is billed.
Type the code exactly as given, with no space before or after — pasting often brings a trailing space with it.
A code starts the paid annual plan, so it replaces the free trial rather than adding to it.
What the message means
What you see | What to do |
“This promo code does not exist” | Nothing matched what was typed. Retype it, watching for stray spaces. |
“This promo code is currently inactive”, “…has expired”, “…has reached its redemption limit” | The code is closed. Check with whoever gave it to you. |
“This promo code is only valid for first-time customers” | The account has subscribed before, so this code cannot be used on it. |
“You already have an active promo code” | A discount is already on your billing account. Only one applies at a time. |
“You cannot redeem a promo code while a subscription is active” | A code cannot go on top of a running subscription. Write to us before cancelling anything. |
“We couldn't redeem this promo code. Please try again or contact support.” | Checkout could not start. Try again, then email us the code and the date. |
A plain “Something went wrong. Please try again.” names no step, so treat it as the last row.
Paid full price anyway
If no discount was shown, the payment page carries its own Add promotion code link — enter the code there before paying. A page left open a while may also have timed out; close it and start again from Redeem Promo Code.
Once you have been charged in full it is a billing question, not a code question. How to request a refund covers who to ask; email support@invintory.com with the code and the date of the charge.
Codes that do not go in that box
An Apple offer code arrives as a link and opens the App Store's own Redeem screen rather than anything in InVintory. It applies to your Apple Account, will not work in Redeem Promo Code, and if the App Store refuses it, only the App Store can sort it out.
A gift card has no code box anywhere. Email it to support@invintory.com and we apply it by hand — see How to buy a gift card.
Next steps
How to upgrade your plan — where a code goes
How to request a refund — if it has already cost you money
Understanding InVintory plans — what each plan includes