Support

Get help with Affiliate Loop

One person reads this mailbox and answers it. Write from the email on the store where the app is installed, or tell us the .myshopify.com domain, and we can look at the exact programme you are asking about.

For merchants

My affiliates say they cannot sign in

The partner portal has no passwords: signing in means receiving an email. If those emails are not going out, nobody can get in. The app’s dashboard shows a red banner when that is the case. Check the email settings first, then have the affiliate look in spam for a message from your programme’s name.

A sale was not credited to anyone

Attribution is written when Shopify marks the order paid, so an order sitting unpaid will not show a commission yet. After that, three things can explain a miss: the shopper arrived outside the 30-day attribution window, they cleared cookies between the click and the purchase without using the affiliate’s discount code, or the order was placed before the affiliate was made active. Send us the order number and we will trace it.

Why did a commission disappear?

A refund or a cancellation reverses the commission it belonged to, and takes that sale back off the affiliate’s lifetime total. This is deliberate — it stops a tier being earned on money you gave back. The reversal appears in the ledger rather than deleting the original record.

I already pay affiliates somewhere else

Record the payment in the app and it stops showing as owed. The ledger is reconciled rather than duplicated, so the same money can never be paid twice — you can move across gradually instead of switching in one go.

I am moving from another affiliate app

Affiliates can keep the coupon code and referral code they already had, so links that are already printed in a hundred posts keep working the day you move. Write to us with your existing roster and we will help you bring it across.

How do I cancel?

From your Shopify Apps page, the same way as any other app. Tracking keeps running while you decide, so nothing is lost in the meantime. Uninstalling removes our access immediately; your programme data is erased shortly afterwards when Shopify sends us the request.

For affiliates and creators

My sign-in link never arrived

Links are single-use and expire, so an old one will not work twice — request a fresh one. If none arrive at all, check spam, then ask the store you partnered with: the email comes from their programme, and only they can confirm your address is on it.

When do I get paid?

Commission is held through the store’s return window before it becomes payable, and most stores also set a minimum payout amount that rolls over until you reach it. Both are the merchant’s settings, not ours — your portal shows what is on hold and what is ready.

I want my data removed

Ask the store you partnered with and the request reaches us automatically, or write to the address above and we will handle it directly.

Reporting a security issue

Please write to us before disclosing anything publicly. We will confirm receipt, keep you updated while it is being fixed, and credit you if you would like that.