Troubleshooting
When something does not work, start here. Each section has a symptom → cause → fix flow.
Conversions are not being created
Symptom: customer bought through an affiliate's link or coupon, but no conversion appears on the Conversions page.
Cause 1 — Web Pixel not Connected / Optimized
Most stores get the pixel auto-connected on app install. Verify in Shopify Admin → Settings → Customer events → row Avada Affiliate Marketing should show Connected + Optimized.
Fix: if the row shows Disconnected or is missing, uninstall and reinstall the app from the Shopify App Store — that re-registers the pixel via the Shopify Web Pixels API. If that does not work, contact support. See Enable Web Pixel.
Cause 2 — Visitor's browser blocks cookies
Aggressive ad blockers (uBlock Origin with extra filters, Privacy Badger) can block our cookie.
Fix: encourage affiliates to share coupon codes as well as links. Coupons work without cookies.
Cause 3 — Cookie expired
Default tracking duration is 30 days. If the customer clicked 32 days ago, the cookie is gone.
Fix: increase Tracking Duration if your sales cycle is long.
Cause 4 — Customer switched devices
Cookies are per-device. A mobile click and a desktop purchase are not linked (unless the customer is logged in on both).
Fix: use coupon codes as backup.
Cause 5 — affily_ref was missing from the URL
Check the affiliate's link. It must contain ?affily_ref=CODE. If the link was shared somewhere that strips query params (some chat apps), no cookie is set.
Fix: use a link shortener (Bitly, TinyURL) — the redirect preserves the query param.
Conversion shows wrong affiliate
Symptom: conversion attributed to affiliate A, but customer clicked affiliate B's link.
Cause — Coupon override
If the customer used a coupon at checkout, coupon tracking overrides link tracking. See Coupon Code Tracking.
Cause — Last-click attribution
If the customer clicked multiple affiliates' links, the most recent one wins.
Fix: these are intended behaviors. If you disagree with the attribution, manually deny the conversion and create a manual adjustment with the other affiliate (currently requires support).
Affiliate can't log in
Symptom: affiliate gets an error on the login page.
| Error text | Cause | Fix |
|---|---|---|
| "Invalid email or password" | Typo | Try again; use Forgot password to reset. |
| "Your account is pending approval" | Merchant has not approved | Merchant: approve them. |
| "Your account is not active" | Merchant disapproved them while Pending → status is now Inactive | Reactivating an Inactive affiliate is not supported in the merchant UI today. Merchant must delete the Inactive row and ask the affiliate to register again. |
| "Too many failed attempts" | 5 wrong passwords in 15 min | Wait 15 minutes, then try again. |
Portal shows wrong earnings
Symptom: affiliate says their earnings number doesn't match yours.
Cause 1 — Different tab filters
Earnings on Dashboard shows total earnings (approved + paid). Conversions tab shows a different subset based on current filter.
Fix: verify you are both looking at the same filter.
Cause 2 — Refund adjustments
Commission on an approved conversion can go down after a refund. If the affiliate saved the old number, their memory is out of date.
Fix: point to the conversion detail panel which shows refund history.
Cause 3 — Currency conversion
In multi-currency stores, amounts may display differently in your currency vs. the affiliate's display preference.
Fix: both parties check the base currency (your Shopify base currency).
Auto-tag not applied to orders
Symptom: Settings → Auto-tag is ON but orders don't have the expected tag.
Cause 1 — No variable in tag format
Validation requires at least one of {affiliate_name} or {program_name} in the template.
Fix: edit your tag format in Auto-tag settings. Use e.g. affily-{affiliate_name}.
Cause 2 — Order created before tagging was enabled
We only tag orders going forward. Old orders are not backfilled.
Fix: this is intentional. If you need to tag historical orders, contact support.
Cause 3 — Shopify API rate limit
Rare. We retry 3 times; if all fail, we skip and log.
Fix: if this is systematic, contact support.
Payout reminder email didn't arrive
Symptom: you set payout schedule to monthly, but no email came.
Cause 1 — No affiliates eligible
If no affiliate has unpaid balance above the minimum payout amount, no email is sent (silence = nothing to remind about).
Fix: verify on the Payouts page that at least one affiliate has Pending amount ≥ minimum.
Cause 3 — Email caught in spam
Fix: add [email protected] to contacts, whitelist in your email provider.
The app is slow / not loading
Symptom: the admin app takes > 10 seconds to load a page.
Cause 1 — Large data set
Conversions/affiliates pages paginate at 25/page by default. If you have 10,000+ conversions, initial load can take a few seconds.
Fix: reduce page size, use filters to narrow.
Cause 2 — Browser extension conflict
Privacy-focused extensions sometimes block admin API calls.
Fix: try in incognito to confirm. Whitelist apps.shopify.com.
Cause 3 — Service incident
Fix: check avada.io/status (opens in a new tab). Report via [email protected] if not on the status page.
"I think I found a bug"
- Reproduce it — note exact steps.
- Screenshot — include URL and browser.
- Email [email protected] with the above.
We respond within 24h on weekdays.
Next step
- FAQ
- Contact [email protected]