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This guide provides solutions to the most common issues users encounter when using the Affelios platform. Each section includes detailed troubleshooting steps, prevention tips, and when to contact support for additional assistance.

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Account and Access Issues

Authentication & Access

Account and access issues are among the most common problems users encounter. These typically involve login difficulties, registration problems, or authentication failures that prevent access to the platform.

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Login Problems

Symptoms:
  • Unable to remember password
  • Password reset email not received
  • Reset link expired or invalid
Solutions:
1

Use Password Reset

Click “Forgot Password” on the login page and enter your registered email address.
2

Check Email

Look for the password reset email in your inbox, spam, and junk folders.
3

Follow Reset Instructions

Click the reset link and create a new password following the security requirements.
4

Contact Support

If no email is received within 15 minutes, contact support with your email address.
Password reset emails are valid for 24 hours. If the link expires, request a new reset email.
Symptoms:
  • “Account disabled” message when logging into a program
  • Unable to access specific program features
  • Program access denied notification
Causes:
  • Program-specific account suspension by affiliate manager
  • Policy violations within that specific program
  • Manual account disabling by program operator
  • Program-specific compliance issues
Important Distinction:
  • Account disabled is program-specific, not platform-wide
  • You can still access other programs where your account is enabled
  • This is different from a platform-wide account lock
Solutions:
1

Verify Program Access

Check if you can access other programs to confirm this is program-specific.
2

Contact Program Manager

Reach out to the specific program’s affiliate manager for clarification.
3

Review Program Terms

Check if you violated any program-specific policies or terms.
4

Request Re-enablement

Work with the program manager to resolve issues and request account re-enablement.
Account disabled messages are program-specific. Your Affelios Identity remains active and you can continue using other programs where your account is enabled.
Program-specific account disabling is typically permanent unless resolved with the program manager. Focus on understanding the specific reason and working toward resolution.

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Registration Problems

Symptoms:
  • Account created but not verified
  • Verification email not received
  • Verification link expired
Solutions:
1

Check All Email Folders

Look in inbox, spam, junk, and promotions folders for the verification email.
2

Resend Verification

Use the “Resend Verification Email” option on the login page.
3

Verify Email Address

Double-check you entered the correct email address during registration.
4

Contact Support

If verification emails continue to fail, contact support for manual verification.
Some email providers may block automated emails. Try using a different email address if verification continues to fail.

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Tracking and Attribution Issues

Click & Conversion Tracking

Tracking and attribution issues can significantly impact your affiliate program’s performance. These problems typically involve missing clicks, failed conversions, or incorrect attribution that affects commission calculations.

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Missing Clicks

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Missing Conversions

Symptoms:
  • Conversions not credited to affiliates
  • Attribution lost after time delay
  • Inconsistent conversion tracking
Solutions:
1

Check Cookie Duration

Verify your attribution window settings match your customer journey length.
2

Review Attribution Model

Confirm you’re using the correct attribution model (first-click vs last-click).
3

Analyze Conversion Timeline

Check if conversions are happening outside your attribution window.
4

Test Tracking Implementation

Verify conversion tracking is properly implemented on thank-you pages.
Standard attribution windows are 30-90 days, but can be customized based on your business model.
Symptoms:
  • Conversions lost when users switch devices
  • Attribution gaps in customer journey
  • Incomplete tracking data
Limitations:
  • Browser-based tracking limitations
  • Device switching without login
  • Privacy restrictions on fingerprinting
Solutions:
Encourage Account Creation:
  • Require user registration for better tracking
  • Implement social login options
  • Offer incentives for account creation
  • Use email-based attribution when possible
Symptoms:
  • Conversion pixels not firing
  • Conversions not recorded in dashboard
  • Inconsistent conversion tracking
Solutions:
1

Verify Pixel Implementation

Check that conversion pixels are properly placed on thank-you/confirmation pages.
2

Test Firing Conditions

Ensure pixels fire only after successful conversions, not on page load.
3

Validate Parameters

Confirm all required conversion parameters are being passed correctly.
4

Cross-Browser Testing

Test conversion tracking across different browsers and devices.
Use browser developer tools to verify pixel firing and check for JavaScript errors that might prevent tracking.

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Payment and Commission Issues

Commission & Payment Processing

Payment and commission issues can significantly impact affiliate satisfaction and program performance. These problems typically involve missing commissions, payment delays, or incorrect calculations that affect affiliate earnings.

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Missing Commissions

Symptoms:
  • Conversions recorded but commissions not paid
  • Transactions marked as “excluded”
  • Reduced commission amounts
Common Exclusions:
  • Returns and refunds
  • Quality score impacts
  • Fraud prevention measures
  • Terms violation penalties
Solutions:
Understanding Returns:
  • Commissions are reversed when customers return products
  • Refund processing may take 5-10 business days
  • Quality assurance reviews may delay reversals
  • Contact support if reversals seem incorrect
Quality Factors:
  • Low conversion rates may reduce commissions
  • High bounce rates affect quality scores
  • Fraudulent traffic results in commission exclusions
  • Focus on quality traffic sources to maintain scores
Common Violations:
  • Brand bidding violations
  • Unauthorized promotional methods
  • Misleading advertising claims
  • Review program terms to avoid violations
Symptoms:
  • Multiple affiliates claiming same conversion
  • Attribution conflicts in reporting
  • Commission disputes between affiliates
Resolution Process:
1

Review Attribution Model

Check if first-click or last-click attribution is being used correctly.
2

Analyze Customer Journey

Review the complete customer path to identify the correct affiliate.
3

Check Timing

Verify conversion occurred within the attribution window.
4

Escalate to Support

Contact support with detailed information for manual review.
Attribution disputes require careful review. Provide detailed evidence including timestamps, customer journey data, and any relevant screenshots.
Symptoms:
  • Commission figures appear lower than expected after plan change
  • Overall commission percentage below your previous plan rate
Understanding the Issue: This can occur when your commission plan changes from a lower percentage to a higher percentage. If you have negative revenue (returns/refunds) on transactions under the new higher percentage plan, combined with positive transactions from your previous lower percentage plan, the calculation can result in an overall commission rate that appears lower than your original plan.
This type of issue mainly appears in industries where customers can have negative transactions. For example, in the gambling industry where a player can win money, this results in negative net revenue transactions that can significantly impact commission calculations when combined with plan changes.
Let’s say you were on a 20% commission plan and your plan changed to 30%. Here’s how the calculations work:Transactions under 20% plan:
  • Positive revenue: $1,000
  • Commission at 20%: $1,000 × 20% = $200
Transactions under 30% plan:
  • Negative revenue: -$500 (player winnings/refunds)
  • Commission at 30%: -$500 × 30% = -$150
Total commission calculation:
  • Total revenue: $1,000 + (-$500) = $500
  • Total commission: $200 + (-$150) = $50
  • Effective commission rate: $50 ÷ $500 = 10%
Even though you have positive transactions at 20% and your new plan is 30%, the negative revenue on the higher percentage plan (30%) creates a larger negative commission impact (-$150), which reduces your overall effective commission rate to 10% - below your original 20% plan rate.
Solutions:
1

Review Transaction History

Check your transaction history to identify which transactions are under each commission plan.
2

Analyze Revenue Breakdown

Separate positive and negative revenue by commission plan to understand the impact.
3

Check Commission Calculations

Review how commissions are calculated across different plan periods and transaction types.
4

Contact Support

If commission figures still appear incorrect after review, contact support with your transaction details for verification.
Commission calculations aggregate all transactions across different plan periods. Negative revenue on higher percentage plans has a proportionally larger impact on overall commission figures.
Monitor your transaction breakdown by commission plan period to better understand how plan changes affect your overall commission calculations.
Symptoms:
  • Conversions appear in reporting but no commission (or zero commission) is applied
  • Some CPAs or commissions are applied, but others are not (inconsistent payouts across similar activity)
  • Some affiliates earn commissions while others do not for similar traffic
  • Commissions apply for one link or campaign but not another
Understanding the issue: Commission plans are not always a single global rate for every conversion. A plan can be scoped so it only applies when several dimensions match—for example, a specific affiliate, brand, and tracker. If any of those do not line up with the traffic that generated the conversion, the system may not apply that plan, which looks like missing commissions even when tracking is otherwise working.A common case is an affiliate who has multiple trackers (or switches tracking parameters). If the commission plan is tied to a particular tracker and the affiliate sends traffic with a different tracker, the conversion may not match the scoped plan, so commissions might not be applied.What to check:
  • Review how the commission plan is scoped (affiliate, brand, tracker, and any other filters your program uses)
  • Confirm the affiliate is using the same tracker (and brand context) the plan expects
  • If the affiliate should earn on all their traffic, adjust the plan scope or align their links with the configured tracker
Solutions:
1

Verify plan scope in admin

Open the relevant commission plan and note every scope restriction (affiliate, brand, tracker, and similar).
2

Match traffic to scope

Compare live affiliate links and tracking parameters against those scope rules.
3

Update plan or links

Either broaden the plan scope (if appropriate) or update affiliate tracking so conversions match the intended scope.
4

Escalate if unclear

Contact support with example conversion IDs, the affiliate involved, and the commission plan name if behavior still looks wrong after alignment.

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Payment Delays

Symptoms:
  • Commissions earned but not paid
  • Payment status showing “pending”
  • Accumulating balance without payout
Understanding Thresholds:
  • Most programs require minimum earnings before payout
  • Common thresholds: 25,25, 50 or $100
  • Thresholds reset each payment period
  • Unmet thresholds carry forward to next period
Solutions:
1

Check Minimum Requirements

Review your program’s minimum payout threshold in account settings.
2

Monitor Earnings Accumulation

Track your earnings progress toward the minimum threshold.
3

Understand Payment Schedule

Payments typically process monthly or bi-weekly after threshold is met.
4

Contact Program Manager

Discuss threshold adjustments if consistently unable to meet minimums.
Some programs offer lower thresholds for preferred payment methods like PayPal or cryptocurrency.

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Technical Issues

Platform & Integration Problems

Technical issues can range from dashboard problems to API integration failures. These problems typically involve platform functionality, data synchronization, or system compatibility issues.

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Dashboard Problems

Symptoms:
  • Dashboard not loading completely
  • Slow page load times
  • Blank or partially loaded pages
  • Error messages during loading
Solutions:
1

Clear Browser Cache

Clear your browser cache and cookies, then refresh the page.
2

Enable JavaScript

Ensure JavaScript is enabled in your browser settings.
3

Check Internet Connection

Verify your internet connection is stable and fast enough.
4

Try Different Browser

Test with Chrome, Firefox, Safari, or Edge to isolate browser issues.
5

Check Server Status

Visit the Affelios status page to check for known issues.
Hard refresh (Ctrl+F5 or Cmd+Shift+R) can often resolve loading issues by forcing a complete page reload.
Symptoms:
  • Numbers not matching expected values
  • Missing data in reports
  • Inconsistent calculations
  • Time zone confusion
Common Causes:
  • Reporting delays (up to 24 hours)
  • Time zone differences
  • Filter setting impacts
  • Calculation method variations
Solutions:
1

Check Data Freshness

Allow up to 24 hours for data to fully process and appear in reports.
2

Verify Time Zone Settings

Ensure your account time zone matches your local time zone.
3

Review Filter Settings

Check that date ranges and filters are set correctly.
4

Compare Calculation Methods

Understand how different metrics are calculated and displayed.
Real-time data may show slight variations from final processed data. Always refer to finalized reports for accurate numbers.

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API Integration Issues

Symptoms:
  • API requests returning 401/403 errors
  • Authentication failures
  • Token expiration errors
  • Permission denied messages
Solutions:
1

Verify API Key

Check that your API key is correct and active in your account settings.
2

Check Permissions

Ensure your API key has the necessary permissions for the requested operations.
3

Refresh Tokens

Generate new API keys if existing ones have expired or been compromised.
4

Review Rate Limits

Check if you’re exceeding API rate limits and implement proper throttling.
Never share API keys publicly or commit them to version control. Use environment variables for secure storage.
Symptoms:
  • Webhooks not firing
  • Data not syncing between systems
  • Missing or duplicate records
  • Sync delays or failures
Solutions:
Setup Requirements:
  • Valid HTTPS endpoint URL
  • Proper webhook authentication
  • Correct event subscriptions
  • Endpoint accessibility from external systems
Troubleshooting:
  • Test webhook endpoint manually
  • Check webhook logs for errors
  • Verify SSL certificate validity
  • Ensure endpoint responds with 200 status
Common Problems:
  • Incorrect JSON formatting
  • Missing required fields
  • Data type mismatches
  • Encoding issues
Solutions:
  • Validate JSON structure
  • Check field requirements in API documentation
  • Ensure proper data types
  • Use UTF-8 encoding for text data
Symptoms:
  • API requests being throttled
  • 429 Too Many Requests errors
  • Slow response times
  • Quota exceeded messages
Understanding Limits:
  • API calls per minute/hour limits
  • Concurrent request restrictions
  • Data transfer quotas
  • Account-specific limits
Solutions:
1

Implement Throttling

Add delays between API calls to stay within rate limits.
2

Use Batch Operations

Combine multiple requests into single API calls when possible.
3

Cache Responses

Store API responses locally to reduce redundant requests.
4

Monitor Usage

Track your API usage to identify optimization opportunities.
Implement exponential backoff for retry logic to handle rate limiting gracefully and avoid overwhelming the API.

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Compliance and Quality Issues

Policy & Quality Management

Compliance and quality issues can result in account restrictions, policy violations, or legal complications. These problems typically involve traffic quality, brand guidelines, or regulatory compliance failures.

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Policy Violations

Symptoms:
  • Low conversion rates
  • High bounce rates
  • Quality score warnings
  • Traffic source flags
Common Quality Issues:
  • Bot traffic or click farms
  • Incentivized traffic violations
  • Misleading advertising
  • Poor user experience
Solutions:
1

Review Traffic Sources

Analyze your traffic sources for quality and compliance with program terms.
2

Improve Conversion Rates

Focus on targeted, relevant traffic that converts naturally.
3

Monitor Quality Metrics

Track bounce rates, time on site, and conversion rates regularly.
4

Address Quality Concerns

Work with program managers to understand and resolve quality issues.
Repeated quality violations may result in account suspension or termination. Focus on sustainable, compliant traffic sources.
Symptoms:
  • Brand compliance warnings
  • Logo usage violations
  • Unauthorized messaging flags
  • Content policy breaches
Common Violations:
  • Incorrect logo usage or modifications
  • Unauthorized brand messaging
  • Brand bidding violations
  • Misleading advertising claims
Solutions:
Proper Usage:
  • Use only approved brand assets
  • Follow logo usage guidelines
  • Maintain brand consistency
  • Respect trademark rights
Avoid:
  • Modifying logos or brand colors
  • Using outdated brand assets
  • Creating unauthorized variations
  • Violating brand guidelines
Advertising Standards:
  • Use truthful, non-misleading claims
  • Include required disclosures
  • Follow advertising regulations
  • Respect intellectual property
Best Practices:
  • Review all promotional content
  • Get approval for creative materials
  • Stay updated on policy changes
  • Consult program managers for guidance

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Account Restrictions

Symptoms:
  • Account access restricted
  • Suspension notification received
  • Limited platform functionality
  • Investigation period notice
Common Causes:
  • Quality review processes
  • Compliance verification needed
  • Policy violation investigation
  • Security concerns
Resolution Process:
1

Understand Suspension Reason

Review the suspension notice for specific details about the issue.
2

Gather Required Information

Collect documentation and evidence to address the concerns.
3

Submit Appeal or Response

Follow the provided process to respond to the suspension.
4

Cooperate with Investigation

Provide additional information if requested by the review team.
Most temporary suspensions are resolved within 5-10 business days. Respond promptly to expedite the review process.
Symptoms:
  • Account permanently closed
  • Termination notice received
  • No access to platform
  • Appeal process information
Serious Violations:
  • Fraudulent activity
  • Repeated policy violations
  • Legal requirement breaches
  • Security violations
Appeal Process:
Review Process:
  • Termination decisions are carefully reviewed
  • Multiple violations typically lead to termination
  • Appeals are considered on a case-by-case basis
  • Evidence and documentation are required
Appeal Requirements:
  • Detailed explanation of circumstances
  • Evidence supporting your case
  • Commitment to compliance going forward
  • Specific remediation steps taken
Best Practices:
  • Read and understand all program terms
  • Maintain high-quality traffic sources
  • Follow brand guidelines strictly
  • Stay compliant with legal requirements
  • Communicate proactively with program managers
Warning Signs:
  • Multiple quality warnings
  • Repeated policy violations
  • Declining performance metrics
  • Compliance issues

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Troubleshooting Process

Systematic Problem Resolution

Follow this structured approach to resolve issues efficiently, starting with self-service steps before escalating to support when necessary.

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Support Escalation

Escalation Triggers:
  • Complex technical issues
  • Account-specific problems
  • Urgent resolution needed
Essential Details:
  • Detailed problem description
  • Error messages and codes
  • Screenshots or screen recordings
  • Account and transaction details
Support Request Template:
Subject: [Priority] Issue Description

Problem Summary:
- What happened?
- When did it start?
- How often does it occur?

Technical Details:
- Browser and version
- Operating system
- Error messages (if any)
- Steps to reproduce

Account Information:
- Account email/ID
- Program name (if applicable)
- Transaction IDs (if relevant)

Attachments:
- Screenshots
- Error logs
- Network diagnostics
The more detailed information you provide, the faster support can resolve your issue. Include all relevant context and evidence.
Response Timeline:
  • Initial acknowledgment: Within 24 hours
  • Resolution: Varies by issue complexity
Escalation Process:
1

Initial Response

Support team acknowledges your request and provides initial guidance.
2

Investigation

Technical team investigates the issue and gathers additional information.
3

Resolution

Solution is implemented or workaround is provided.
Complex issues may require multiple interactions and technical escalations. Stay patient and provide additional information when requested.

Additional Support

Explore these resources for more detailed guidance and support options.

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Getting Started

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Technical Resources

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Platform Features

This troubleshooting guide is regularly updated based on common issues and user feedback. If you don’t find a solution here, contact support for personalized assistance.