The promo code field on the Payments tab is disabled when a specific condition on the trip prevents a code from being applied. TripWorks shows a tooltip explaining the reason when you hover over the field.

Conditions that disable the field

No balance due

The trip has already been paid in full. A promo code can only reduce what the customer owes — if there is nothing left to charge, the code has nothing to act on.

What to do: If the customer should have received a discount, you can issue a partial refund manually for the discount amount.

A promo code is already applied

Only one promo code can be active on a trip at a time. If a code was applied at booking (online or at the counter), the field is locked to prevent a second code from stacking on top.

What to do: To swap codes, contact TripWorks support — removing an applied promo code requires a support action.

Trip is deleted or cancelled

No changes can be made to a deleted trip, including applying a promo code.

What to do: If the trip was cancelled in error, restore it first. Otherwise, no further action is needed on a deleted trip.

No items on the trip

The trip has no bookings or gift cards attached to it. There is nothing for the promo code to discount.

What to do: Add a booking or gift card to the trip, then apply the promo code.