Troubleshooting Missing Referrals and Commissions

Identify and resolve issues when expected referrals or commissions don't appear in your affiliate account.

Quick Answer

If referrals or commissions are missing, first verify the customer used your tracking link and created their account within the 60-day cookie window. Check both your Heritage Web Dashboard and Affiliate Portal, as data updates within 5-10 minutes. For untracked referrals, request manual attribution within 30 days by having the customer email [email protected] confirming you referred them.

Common Issues & Solutions

Missing Referral Attribution

Issue: Customer signed up but doesn't appear

Check These First:

Did they use your unique referral link?
Was it within 60 days of clicking your link?
Did they create an account (not just browse)?
Are you checking the right dashboard?

Solutions:

Verify in both Heritage Web Dashboard and Affiliate Portal
Wait 5-10 minutes for system update
Check if another affiliate was attributed (last-click wins)
Request manual attribution if within 30 days

Issue: Cookie tracking failed

Common Causes:

Customer used different device/browser
Cookies cleared or blocked
Incognito/private browsing used
Ad blockers interfered

Solutions:

Have customer confirm referral via email to [email protected]
Include yourself (CC) on confirmation email
Must be within 30 days of account creation
Use QR codes or memorable links for better tracking

Missing Commissions

Issue: Customer purchased but no commission showing

Verify:

Is customer attributed to your account?
Was purchase within their 12-month window?
Has 5-10 minutes passed for system update?
Are you checking the correct date range?

Solutions:

Confirm customer shows in your referral list first
Check if 12-month window has expired
Look in "Pending" status (60-day review period)
Contact support with customer ID and purchase date

Issue: Commission disappeared from pending

Possible Reasons:

Moved to "Available" after 60 days (check Available balance)
Customer refunded within 60 days
Payment failed and transaction reversed
Rare: System error requiring support

Solutions:

Check Available balance for graduated commissions
Review Reports for refund notifications
Look for negative adjustments in history
Contact [email protected] with details

Enterprise Referral Issues

Issue: Bulk sign-ups not attributed

Critical: Enterprise referrals require advance coordination

Prevention:

Email [email protected] BEFORE referring
Get confirmation of tracking setup
Follow special enterprise process

Resolution:

Contact support immediately
Provide enterprise client details
Request retroactive attribution (if justified)
Document all communications

Step-by-Step Diagnostic Process

Step 1: Verify Attribution

Log into affiliate.heritageweb.com
Go to Referrals or Customers
Search for customer by sign-up date
Confirm they appear in your list

Step 2: Check Purchase History

If customer is attributed, check Reports → Commissions
Filter by customer ID
Look for purchase transactions
Note status (Pending, Available, Paid, Reversed)

Step 3: Review Timeline

Sign-up date: When did they create account?
Click date: When did they click your link?
Purchase date: When did they buy?
12-month window: Are purchases within first year?

Step 4: Check for Refunds

Look for negative adjustments in reports
Check if commission was reversed
Verify if refund was within 60 days
Calculate net commission after adjustments

Manual Attribution Process

Eligibility Requirements

Within 30 days of account creation
No existing attribution to another affiliate
Customer must confirm referral
Legitimate referral relationship

How to Request

Customer Action Required: They email [email protected]
Email Content: "I was referred to Heritage Web by [Your Name/Email]"
Include You: Customer must CC you on email
Processing Time: 3-5 business days
Confirmation: You'll receive attribution confirmation

What Won't Work

Requesting attribution yourself without customer
Attempts after 30-day window
Trying to override existing attribution
Claims without customer confirmation

Tracking Prevention Tips

Use Multiple Tracking Methods

Primary: Share your unique link directly
Backup: QR codes for in-person
Memorable: Shortened URLs (bit.ly)
Follow-up: Email with tracked link

Educate Your Referrals

Emphasize importance of using your link
Explain the 60-day window
Offer to help them sign up
Follow up before cookie expires

Document Everything

Keep records of who you've referred
Note when you shared links
Save confirmation emails
Track enterprise introductions

When to Contact Support

Contact [email protected] when:

Manual attribution needed (with customer confirmation)
System error suspected after verification
Enterprise referrals need setup
Payment discrepancies after investigation
Technical issues with portal access

Information to Provide:

Your affiliate ID or email
Customer email or ID (if known)
Relevant dates (click, sign-up, purchase)
Screenshots of issues
Previous correspondence

FAQs

How long should I wait before assuming a referral is missing? Wait at least 10-15 minutes for system updates. If still missing after an hour, begin troubleshooting.

Can I get attribution for referrals made before becoming an affiliate? No. Only accounts created after you joined the Affiliate Program can be attributed to you.

What if two affiliates claim the same referral? Last-click attribution wins. The affiliate whose link was clicked most recently before sign-up gets credit.

Why would a commission show as pending for more than 60 days? Check the transaction date, not sign-up date. The 60-day period starts from each individual purchase.

Can missing commissions be retroactively added? Yes, if it's a system error. No, if attribution window was missed or customer was attributed to another affiliate.