> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shopjar.co/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ & troubleshooting

> Quick answers for the most common referral and affiliate questions.

<AccordionGroup>
  <Accordion title="What's the difference between a referral and an affiliate?">
    **Referrals** are your customers sharing with friends — both sides
    typically earn a discount or gift. **Affiliates** are creators and
    partners who apply to promote you and earn cash commissions or
    coupons per sale. Shopjar runs both; the referral side is
    self-serve, the affiliate side has applications and payouts.
  </Accordion>

  <Accordion title="Widgets don't show on my storefront">
    Turn on the Shopjar **app embed** in your theme editor (dashboard
    Setup Guide → **Activate app** → **Refresh status**). The
    thank-you page and customer account widgets additionally need
    their app block placed in Shopify's checkout editor — see
    [Storefront widgets & pages](/referral/widgets-pages).
  </Accordion>

  <Accordion title="A referral sale wasn't tracked">
    Attribution needs the friend to arrive via the referral link or use
    a referral coupon. Check the coupon on the order, the member's
    status (approved, not blocked), and whether fraud protection
    flagged it — IP-flagged sales show as "Fraud via IP" and can be
    approved manually if legitimate.
  </Accordion>

  <Accordion title="A reward or commission wasn't issued">
    Work through: rule is **Active** → conditions pass (first-order,
    order value, products) → approval mode isn't **Manual** with the
    reward sitting in Pending → the member isn't excluded by a rule's
    member targeting.
  </Accordion>

  <Accordion title="Emails aren't being received">
    Check the template's toggle is on (each email can be disabled),
    remember new stores are limited to **10 emails/day** until
    verified, and consider a
    [custom sending domain](/emails/custom-domain) for better
    deliverability. In test mode, emails are never sent.
  </Accordion>

  <Accordion title="An affiliate can't log in to the portal">
    OTP codes only go to **approved** members — check their status.
    Also confirm **Allow Email OTP for Guest Login** is enabled in
    Settings → Referral & Affiliate Dashboard.
  </Accordion>

  <Accordion title="Bulk payout skipped members">
    Usually a missing PayPal email — the review step lists who and
    why. Affiliates can add their own PayPal address in the
    [member portal](/member-portal).
  </Accordion>

  <Accordion title="A refund still counted toward rewards">
    Enable auto-revoke (**Affiliate → Settings → Revoke Commission**)
    with the Refunded/Canceled statuses, and use **Auto approve after
    delay** set past your return window so nothing is paid before
    refunds can happen.
  </Accordion>

  <Accordion title="Why is a feature locked?">
    Locked features show "Included in Essential / Starter / growth" —
    that's plan gating, not a bug. See
    [Billing & plans](/billing) for the full map.
  </Accordion>
</AccordionGroup>

## Need help?

<CardGroup cols={3}>
  <Card title="Book a call" icon="calendar-days" href="https://cal.com/yukoteam/shopjar">
    Schedule a free call with our team for personal setup assistance.
  </Card>

  <Card title="Contact support" icon="comments" href="#crisp-chat">
    Chat with us directly — we're happy to help with any question.
  </Card>

  <Card title="Install Shopjar" icon="download" href="https://apps.shopify.com/referral-and-affiliates">
    Get [Shopjar Referral & Affiliate Marketing](https://apps.shopify.com/referral-and-affiliates) from the Shopify App Store.
  </Card>
</CardGroup>