Why Is My Referral Not Showing in the Dashboard?

If a referral sale isn’t appearing in your Blu Brain Ambassador Dashboard, don’t worry! There are a few common reasons why this might happen. Follow this troubleshooting guide to understand and resolve the issue.

1️⃣ Did the Customer Use Your Referral Link?

For a referral to be tracked, the customer must click your unique referral link before purchasing.

✅ Solution:
✔️ Ensure you are sharing the correct referral link from your Ambassador Dashboard.
✔️ Ask the customer to confirm they clicked your link before purchasing.
✔️ If they used a different browser or device, tracking may have been lost.

2️⃣ Has the Order Been Completed?

Referrals only show up after the order has been placed and processed.

✅ Solution:
✔️ Orders in "Pending" status may take up to 24 hours to appear in your dashboard.
✔️ If the order is still processing, wait for the status to update.

3️⃣ Did the Customer Use a Different Link?

If the customer clicked another ambassador’s link after yours, the last link clicked before purchase gets credit.

✅ Solution:
✔️ Ask the customer if they clicked other referral links before purchasing.
✔️ Use custom tracking links from your dashboard for better tracking.

4️⃣ Is the Customer Within the 30-Day Cookie Window?

Blu Brain uses 30-day tracking cookies, meaning a referral is only tracked if the customer purchases within 30 days of clicking your link.

✅ Solution:
✔️ If they purchased after 30 days, the sale won’t be tracked to you.
✔️ Encourage customers to purchase sooner to ensure tracking.

5️⃣ Did the Customer Use a Different Device or Clear Cookies?

Tracking cookies are stored on the customer's device and browser. If they:
❌ Cleared cookies before purchasing
❌ Used a different device (e.g., clicked on mobile but bought on desktop)
…then the referral might not track.

✅ Solution:
✔️ Ask the customer to use the same device and browser they clicked your link on.
✔️ Suggest they place the order again using your link.

6️⃣ Was the Order Cancelled or Refunded?

If the customer cancelled or refunded their order, the referral will be removed from your earnings.

✅ Solution:
✔️ Check your Referral History in the Ambassador Dashboard.
✔️ If the order was refunded, the commission is automatically removed.

Need Help?

If you’ve checked everything and your referral still isn’t showing, contact us with the following details:

? Email: [email protected]
? Include:
✔️ Your referral link used
✔️ Date and time the customer purchased
✔️ Customer’s order number (if available)

We’ll investigate and get back to you as soon as possible!