The short answer: the programme ties a person to your link through a cookie in the browser of whoever clicked, and only pays once the invoice is paid. Almost every “missing referral” comes from one of two things: the person did not arrive in the same browser, or the invoice has not been paid yet.
What the Affiliates screen shows
On the Affiliates screen in My MozOut you see the Clicks (visits through your link), the Signups (accounts created after those visits) and the Conversions. Further down, the table of your referrals, with the date, the amount, the commission and the status of each. Always start there.
The most common reasons
| Situation |
What happened |
| The person clicked on a phone and signed up on a computer |
The cookie stays in the browser where it was clicked. On another device, or another browser, the link is lost. |
| They opened the link inside an app (social network, chat) |
Some browsers built into those apps do not keep the cookie like an ordinary browser. |
| They cleared cookies, used a private tab or an ad blocker |
The record of the visit disappears before the person signs up. |
| The person already had an account with us |
The programme counts new signups. Someone who was already a customer does not count as a new referral. |
| They signed up before clicking your link |
The link has to come before the signup. |
| They typed the address or searched for us on Google |
Without going through your link there is no record. This happens even when someone “heard about us” from you. |
| The person signed up but the invoice was not paid |
You see the referral in the table but without a commission. The commission is only born when the invoice is paid. |
In the commissions section, Commissions Pending Maturation are those that have not yet moved to the available balance. If one stays there a long time, tell us.
What you can do
| 1 |
Check the referrals table and each one’s status. See whether the person appears, and with what date.
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| 2 |
Ask the person how they arrived: by phone or computer, through a message, a social network, a search. It usually explains everything.
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| 3 |
For next time, ask them to open the link and sign up on the same device and browser, in the same session, without a private tab.
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| 5 |
If you think there was a mistake on our side, open a ticket with the approximate day and time of the click and the person’s or company’s name, only with their consent.
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We do not promise to credit by hand. The record depends on what the browser kept. When there is proof the person came through your link and was not recorded, we look at the case; but it is not the rule. Keep your contact and payment details up to date: How to update your registration details.
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Think a referral is missing? Open a ticket with the dates and say what you have already checked in the table.
Open a support ticket
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