My referral didn't track or my credit is missing

If you've referred someone and they're not showing up, or you've hit a reward tier and the credit hasn't appeared, this article walks through the most common reasons and what to do about each one.

For the program overview, see The refer a friend program: earn credit for every signup.

Table of contents

• The signup isn't showing in "Referred accounts"
• The signup is showing but the reward tier hasn't moved
• I hit a reward tier and no credit appeared
• The credit is there but it didn't reduce my invoice
• The reward amount looks wrong
• Self-referrals and fraud blocks
• Contacting support
• Related articles

The signup isn't showing in "Referred accounts"

The most common cause: the person didn't actually sign up through your link. A few specific reasons:

• They went to simplyprint.io directly instead of clicking your link. The referral cookie is set on link-click, so direct navigation doesn't count.
• They cleared their browser cookies between clicking your link and signing up. Without the cookie, signup can't be attributed.
• They used a different browser or device for the signup than for the click.
• They had an existing account. The program tracks new signups. Existing users who upgrade through your link don't count.
• The click was outside the attribution window. The cookie lasts a fixed time. Very long delays between click and signup can fall outside it.

The signup is showing but the reward tier hasn't moved

The reward ladder counts signups that have added at least one printer. Signups that never installed anything show in the "Referred accounts" stat but don't count toward unlocking rewards.

To check this, look at the difference between your "Referred accounts" number and the "Rewards unlocked" progress. If they don't match, some of your referred accounts haven't added a printer yet.

There's nothing you can do from your side; the referred account has to add a printer themselves. Once they do, the rewards table updates automatically.

I hit a reward tier and no credit appeared

A few things to check:

1. Refresh the page. Stats update on load but the rewards check sometimes lags by a few minutes after the trigger event.
2. Check your email. When a reward unlocks, SimplyPrint sends an email with the tier name and credit amount. If you don't see it, check your spam folder and confirm your email address in the user menu.
3. Confirm the referred account is paying. Credit rewards specifically require the referred account to have an active paid subscription, not just to have added a printer.
4. Check the balances table at the bottom of the page. Credit always appears there even if the email is missed.

If the tier appears as "unlocked" in the rewards table but no balance entry exists, that's a bug and worth flagging to support.

The credit is there but it didn't reduce my invoice

Look at the credit entry's status in the balances table:

• Pending - the "available after" date hasn't passed yet. The credit won't apply to an invoice until it's available.
• Available - eligible. Will be applied to the next invoice that's generated.
• Applied / paid out - already deducted from an invoice. The invoice column shows which one.

If the credit is "available" and your most recent invoice was generated after that date but didn't include the credit, contact support with the invoice number.

The reward amount looks wrong

Credit rewards are paid in your account currency at the time the reward unlocks. If your billing currency changed between when the referred account signed up and when the reward unlocked, the amount uses the currency in effect at unlock time.

The reward ladder is fixed per currency. If the table on the refer a friend page shows a different amount than the credit you got, that's worth flagging to support so we can check the conversion.

Self-referrals and fraud blocks

A few automated safeguards can suppress referrals:

• Same-account referrals. Signing up a second account from the same IP / device / payment method as yours doesn't count.
• Bulk fake signups. Multiple new accounts from the same source in a short window get held for review.
• Card chargebacks. If a referred account's payment is refunded or charged back, the corresponding credit is reversed.

These checks exist to keep the program sustainable for legitimate referrers. They aren't punitive: real referrals always go through. If you think a referral was blocked incorrectly, contact support and we can review the case.

Contacting support

If none of the above explains your issue, email contact@simplyprint.io with:

• The referred person's email address (or signup date if you don't want to share their email).
• Your account email.
• A short description of what you expected vs what you're seeing.

Support can look at the tracking entry directly and confirm whether the click and signup were both recorded.

Related articles

• The refer a friend program: earn credit for every signup
• How to join the refer a friend program and share your link
• Tracking referrals and unlocking rewards
• Getting your referral credit on your invoice
• Refer a friend vs the affiliate program: which one fits you

Updated on: 24/05/2026