Reference
Troubleshooting and test mode
Check identity, attribution, pending rewards and your test setup.
Customer cannot get a link
- Check the connected Stripe account and test/live mode.
- Confirm the customer exists there. Hosted access uses their Stripe email; API access uses your trusted server-side mapping.
- Check Programme is saved, billing permits access and the customer is active. An old link or login does not reactivate them.
- If new enrolments are restricted, check Billing or contact support.
If the hosted email does not arrive, check the email on Stripe and spam folder before requesting another link. A generic confirmation deliberately does not reveal whether a customer matched. Widget URLs expire after 15 minutes; request a fresh one instead of reusing a cached URL.
Moment received, but no prompt
Read action, reason and help. Check the exact moment name, enabled state and positive/negative polarity. Negative moments suppress asks; old positive events are stored without a prompt.
A customer may be quiet after a static copy, negative feedback or a recent shown ask. Pausing/resuming, editing settings or reactivating does not erase history. Find the reason and next step →
Signup happened, but attribution is missing
Check that the code reached your Checkout/Payment Link or subscription/invoice metadata, your configured webhooks arrived, and this really is a first-time customer. Promotion code takes priority, first attribution stays attached, and self-referrals are blocked.
Prompt context is separate from attribution. An ordinary referral can work while prompt context is missing. Check context propagation rather than issuing another reward.
Reward has not appeared
Check qualifying payment count, available date, refunds/disputes, billing and Stripe connection. Percentage rewards need an eligible active subscription and wait without fallback credit. Due rewards are checked hourly. Read the pending-state definitions →
If Stripe failed, inspect the failure and use the merchant retry action. Do not manually create a second credit. Issued rewards remain issued even if the customer is deactivated later.
Test safely before live participation
Use Stripe sandbox for customers, subscriptions and emails. You can test for free without affecting your real account, trial or monthly customer usage. Sandbox credit is not real money.
- Use different customers and email addresses for the referrer and their friend. Do not test self-referral with the same customer/email.
- Check both successful and skipped moments. Try a negative event, a copied link and a stale positive event.
- Repeat the exact event and report to confirm deduplication; repeat static copy delivery without restarting quiet time.
- Test deactivation, explicit reactivation and a pending percentage reward without an active subscription.
Send useful, non-secret diagnostics
Contact us with the page or endpoint, approximate time, test/live mode, error/skip code and expected action. Include a decision ID when available. Redact keys, signed URLs, private invitation codes and customer information from screenshots.