Skip to main content
All CollectionsTobacco ProgramsFile Troubleshooting
Altria Missing or Incorrect Promo Code
Altria Missing or Incorrect Promo Code

This article outlines how to address the ‘[Product] Missing or Incorrect Promo Code' error from Altria

S
Written by Skupos Support
Updated over 2 months ago

Example email from Altria

A screenshot of a log in form Description automatically generated

Why would I receive this error?  

Reason 

Solution 

  • The store(s) is not enrolled to offer loyalty promotions for the listed program, either through Skupos Engage or their third-party loyalty provider.

  • Check your enrollment status through your Skupos dashboard or with your third-party loyalty provider.

  • The store(s) did not offer loyalty discounts for the specified product during the specified week-ending date at all or in low numbers.

  • Confirm these offers are being promoted within the store and clerks are ringing them out correctly.

  • The discounts are being incorrectly reported or not reported in the file.

  • While unlikely, Skupos can help troubleshoot any reporting issues.

How do I fix this?

  1. Verify Offer Enrollment Status

    • If you use Skupos Engage as your loyalty provider,

      • Check to see if you are enrolled in the offer(s) via your Skupos dashboard

      • Review the email from Altria to make sure every store listed in the error from Altria is enrolled in the relevant promotion.

      • If your store(s) are not enrolled in the offers, enroll in applicable offers.

        • Click here to learn how to enroll in offers.

    • If you use a third-party loyalty provider other than Skupos Engage (such as Comarch, Excentus, Paytronix, Kickback, etc.),

      • Contact your loyalty provider to ensure you are enrolled in the relevant offers through their platform.

  2. Confirm proper discount scanning

    • Confirm your clerks are properly scanning the offers.

      • If not, click here to learn how to train clerks.

  3. Promote discounts

    • Ensure you have signage to promote all relevant offers.

    • Ensure clerks are asking every customer to enter their phone number.

      • Click here to learn all the tricks to being successful with Engage promotions.

    • Altria will flag stores not actively offering discounts.

  4. If all of the above is true, reach out to Skupos Support to receive help with troubleshooting 

Frequently Asked Questions  

How do I know which week(s) this error was present? 

  • Altria sends an email each week where a file has error(s). 

  • See affected week-ending dates listed under “Issue Log”

How do I know the impacted store? 

  • You will see the impacted account name(s) and account number(s) listed under “Issue Log”  

Why did this happen to my file?  

  • An extreme formatting error (for example an incorrect summary line), caused this error.

  • Don’t worry, our support team can help you troubleshoot!

How else can I find the error?

  • Each email from Altria will include a keyword indicating the product experiencing the error.

    • Log into Insights C3M

    • Select Scan File Manager

    • Select Submitted File Status (View Submitted Files)

    • Click on the Processing Errors icon for the week in question

How do I know which products are having the error?   

  • Each email from Altria will include a keyword indicating the product experiencing the error. 

    • Company: PMUSA (Cigarettes) 

      • Products: Marlboro  

      • LFP Promotion Code: 028200197214 

    • Company: USSTC (Smokeless Tobacco) 

      • Products: Copenhagen, Skoal, Red Seal, Husky  

      • LFP Promotion Code: 073100070013 

    • Company: Helix (Nicotine Pouches) 

      • Products: On!  

      • LFP Promotion Code: 840095781008 

    • Company: NJOY (Vaping Devices) 

      • Products: NJOY 

      • LFP Promotion Code: 819979012613 (Pods discounts), 819979012620 (Device discounts) 

    • Company: JMC  

      • Products: Black and Mild 

      • LFP Promotion Code: 07013783840 

  • For example, in this screenshot you can see the first error (green box) is from Marlboro Cigarettes and the second error (purple box) is from Black and Mild. 

A screenshot of a computer screen Description automatically generated

What email address sends email notifications for a rejected file?

Did this answer your question?