Help centre
Answers to the questions we get most
Tracking isn't working
Clicks, conversions, promo codes — and why a sale might not be attributed.
How does tracking actually work?
Every integration has two halves, and they do different jobs.
- The snippet (mr.js) goes on every page of your site. It captures the creator's ?ref or ?promo code into a first-party cookie and tells us the site is live. It never moves money.
- The signed postback is one server-to-server call after a real checkout, signup or lead, signed with your secret key. This is the call that pays creators.
- If your platform cannot run server code, promo codes plus a monthly CSV reconciliation is the supported no-code paying path.
Clicks aren't showing up
Clicks are recorded when someone follows a tracking link, so this is almost always the snippet or the link itself.
- Check the snippet is on every page, including the checkout and thank-you pages — not just the homepage.
- Open Settings → Integration in your brand dashboard: a site only shows as verified once we have received its install ping.
- Keys are per SITE, not per campaign. One key covers every campaign running on that domain.
- On a single-page app the page never reloads, so call mr('page') on each route change or the ref is only read once.
- If a caching or analytics plugin injects the snippet twice, remove the duplicate — double-counting looks like broken tracking.
Clicks work but conversions don't
Conversions come from the signed postback, so a working snippet tells you nothing about whether the postback fires.
- Use the guided test in Settings → Integration: send a conversion with a TEST- reference and the page shows you the last postback we received, including why one was rejected.
- Sign the exact raw body you send. If a framework re-serializes the JSON after signing, the signature will not match.
- Send the postback from your server, never from the browser — a secret key in client code is a leaked key.
- Each conversion needs a unique external id. Repeats are treated as the same order and de-duplicated on purpose.
A sale happened but nobody got credit
Attribution is last click: the most recent creator whose link the customer followed gets the sale, and only if their ref survived to checkout.
- The customer may have cleared cookies, switched device, or arrived through a link with no ref.
- Promo-code campaigns attribute on the code instead, so the code must reach us on the order.
- A customer who has already converted for the same campaign may be de-duplicated as a repeat rather than a new unique customer.
Approvals, trust and verification
Why something is still pending, and what unlocks the next step.
My campaign is still in review
New campaigns are reviewed by our team before they go live, so brands and creators are not matched with something that has not been read by a human. You will get a notification the moment the status changes.
I applied to a campaign — what happens next?
The brand decides. If they accept you and the campaign runs on a contract, the application waits at 'contract pending' until both sides have signed and the brand has finalised it. Only then does the collaboration become active and your tracking link work.
Why am I being asked to verify my identity?
Verification gates money, and nothing else. A brand needs it to publish a paid campaign; a creator needs it before payment can be requested on their behalf. You can browse, apply, message and create content without it.
- Submit your documents under Settings → Verification.
- Decisions are made by our team, and you are notified either way.
My content submission was sent back
Brands can request changes on a submission instead of accepting or rejecting it. The revision lands on the same submission, so the whole history stays in one place. Accepted work is what creates the earning.
Someone is behaving badly
Open a ticket with the category 'Report abuse' and include links or references. Reports go straight to our team and are not visible to the person you are reporting.
Payouts and timing
What happens between a sale and money in your account.
When do I get paid?
Every payment walks the same path, and each step is visible in your wallet.
- A conversion is recorded and, once approved, becomes a pending earning.
- The earning is held for the campaign's hold period — that window is what protects everyone against refunds and chargebacks.
- When the hold ends the earning clears and joins your cleared balance.
- Cleared earnings are bundled into one payment request to the brand, due on the contract's payment terms.
- When the brand pays, your payout is created automatically. There is no button for you to press.
Why can't I request a payout?
By design. Creators do not withdraw from a house float — payouts are created from the brand's payment once it has been made, so money only ever transits the platform. Your payouts page is the history and status of that process.
An earning disappeared or went negative
A refund or chargeback reverses the earning it came from, and an earning under dispute is frozen until the dispute is resolved. Both are recorded in the ledger rather than deleted, so the history always adds up.
Where do I see all of this?
Wallet shows your pending and cleared balance. Payouts shows what has been sent and its status. Analytics shows the clicks and conversions behind it.
Still stuck? Contact support