Customer Support FAQ
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Troubleshooting: Referrals & Affiliate Payments
Why doesn't my friend show up in my list of referrals?
#1. Did your friend use your referral link? Click your account name, then select "Affiliate Program" and it will provide the referral link that your friend should use right before creating a new account or buying the spellbook.
#2. Is your friend using mobile? There is a known issue that mobile doesn't always seem to register referral links. If your friend is using mobile, then it would be best for them to first create their account (using your referral link) on the desktop site. Then they can go back to using mobile.
#3. After your friend uses your link, did they click someone else's link? Battle links often include a referral link so if they clicked someone else's battle link before creating an account, their referrer would be the last link that they clicked.
If a new player who has not yet bought the spellbook clicks this replay they will have the satisfaction of watching byzantinist defeat jacekw but it will set their referrer to peakmonsters instead of whatever referral link was previously used.
If I share this battle link, then any new player who has not yet bought the spellbook who clicks and watches the battle will have their referrer set to byzantinekitty instead of whatever referral link was previously used.
How can I add a referrer or change my referrer?
#1. If an account bought the spellbook in the past 30 days, we can add or change your referrer. If the account bought the spellbook more than 30 days ago, then our general policy is to not add or change referrers.
#2. The new account (referred account) needs to make the request. The referrer (recruiter) cannot make the request on behalf of the referred account. In the past, there were some people who asked to be added as the referrer to other accounts without the permission of those other accounts. Hence why we now require the referred account to make the change request.
#3. You should first try asking for help in the Discord #tech-support channel or on Telegram. That may be resolved FASTER than creating a support ticket. The new account making the request will need to provide their account name, their e-mail address, and the account name of their new referrer.
#4. Otherwise, please go to our Customer Service Portal:
https://support.splinterlands.com/
and choose the Issue Category "Add/Change Referrer." The request must come from the e-mail address associated with the new referred account. And you have to tell us who you want as your referrer.
I just added/changed my referrer. Will my new referrer get credit for my past purchases?
Unfortunately, no. If there was an old referrer, then the affiliate payment was already sent to them and they might have already spent it.
Furthermore, allowing retroactive affiliate payments would be messy because it would flood Customer Support with tons of $0.50 credit requests.
If you plan to make a large purchase that is eligible for an affiliate payment, then please add/change your referrer before you make the purchase.
What do I do if my affiliate payment is missing?
#1. First, doublecheck that the account is indeed one of your referrals. Log into Splinterlands, click your account name, and select "Affiliate Program." Make sure that "Referrals" is selected. You can then scroll down and see if the account name is in your list of referrals.
#2. Make sure that the purchase was an eligible category for an affiliate payment:
A. Spellbook purchases with any crypto or fiat payment type.
B. Purchasing Untamed Boosters directly from the Splinterlands store using Credits. (Untamed is currently sold out!).
C. Purchasing Land directly from the Splinterlands store using Credits. (Land is currently sold out!).
D. Purchasing Potions from the Splinterlands store using Credits.
#3. Doublecheck that the affiliate payment does not appear in the "Payments" section.
#4. For smaller amounts (up to $20), you should next try asking for help in the Discord #tech-support channel or on Telegram. That may be resolved FASTER than creating a support ticket.
#5. For larger amounts (greater than $20) please go to our Customer Service Portal:
https://support.splinterlands.com/
and choose the Issue Category "Credits", click "Missing," and clearly identify this is a missing affiliate payment. Specify who the referred account is and what they bought.
Last modified 9mo ago