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1. The coupon is set to show but the logged-in customer cannot use it

The app only shows coupons the customer actually holds, so hiding it is the correct behavior. Review the discount settings in Shopify.

2. The settings look correct

Open Customers in your Shopify admin, go to that customer’s detail page, and use the option to re-sync their coupons. That resyncs the coupons for that customer.