A ReferralCandy account has either the Suspended or Active state. An account may be suspended when there’s a significant error that requires attention.

Account states

You can view your account's status on the Home page of your ReferralCandy dashboard.

State	Key things that happen during this state
Active	Everything is working as expected. Customers are able to join your campaign Advocates are able to refer friends Active campaigns are working, including: Referral emails and widgets you enabled Your friend offer landing page Referrals are tracked and rewarded Commission is being charged
Suspended	Live campaigns are automatically stopped: Referred purchases are frozen Emails, widgets and landing pages are disabled Referral emails won’t be sent Stopped campaigns are not affected and remain as is. Referral detection stops: Advocates won’t be able to refer, those purchases won’t be marked as referred. Referred purchases made prior to the account being suspended and are still within the review period will be frozen Billing is paused until your account is re-activated.

Reasons for suspension

Your account is automatically suspended when:

Your payment is unsuccessful. The system will try to charge you 5 times, and if all attempts are unsuccessful, your account will be suspended.
You uninstall ReferralCandy
You delete your ReferralCandy account

For Shopify merchants:

When there’s an error with your Shopify store integration
Your Shopify store is deactivated
Your Shopify store is frozen

In rare instances, the ReferralCandy team may manually suspend your account. Possible reasons include an ongoing charge dispute or a technical system issue. A success manager will reach out before your account is suspended.

Account re-activation

You can only re-activate your account after the reason for suspension has been resolved. Please follow the on-screen instructions to set your account back to Active. If you are experiencing issues with re-activation, contact us.

When your account state reverts back to active, campaigns remain stopped until you manually re-activate them.
Billing is paused while your account is suspended and will resume once your account is re-activated.

Note: In some instances, once an account is unsuspended and billing resumes, the merchant may be billed for charges incurred while the account was suspended. A success manager will reach out about before an account is suspended.

Accounts FAQ

Can I run one referral program across multiple stores?

No. Referral or affiliate campaigns are linked only to the store connected to one ReferralCandy account. You need to use separate accounts for each store, but the campaigns won't be linked and synced.

What happens when my account gets suspended?

Account and campaign-related activities will be paused while your account is suspended. Campaigns and referrals are immediately stopped and billing is paused until you re-activate.

Why is my account suspended?

Your account will be suspended when there’s a significant error that requires your attention. This includes unsuccessful payment of the ReferralCandy subscription, integration issues, or account errors on your eCommerce platform.

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Why can't my customers use the friend offer coupon at checkout?

Setting a purchase review period

Marking a purchase as referred

Campaign states

AffiliatePlus: Customizing the affiliate's referral code