Where to check your account state

You can view your account’s current state on the Home page of your ReferralCandy dashboard.

Account states

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

Your ReferralCandy account is either Active or Suspended. Active is the normal operating state. Suspended is not a self-serve pause option — it's triggered automatically by the system when there's an issue with your account (see Reasons for suspension below).

Looking to temporarily stop referral activity? You don't need to change your account state. Instead, pause or stop your campaign(s). See Campaign states.

State	Key things that happen during this state
Active	Everything is working as expected. Customers can join your campaign Advocates/affiliates can share referral links and refer friends Live campaigns run normally, including: Referral emails (if enabled) Widgets and referral pages/landing pages (if enabled) Referrals are tracked and rewards are processed normally Billing and success fees (if applicable) continue as normal
Suspended	Live campaigns are automatically stopped: Referral emails stop sending Widgets and landing pages are disabled (customers won’t be able to use them) New referral tracking stops (new purchases won’t be marked as referred) Existing referrals/purchases are frozen: Referred purchases made before the suspension that are still within the review period are frozen until the account is active again Billing is paused until your account is re-activated Important: existing coupon/discount codes are not automatically disabled in your eCommerce platform ReferralCandy does not automatically delete or deactivate friend-offer coupons or advocate “thank-you” coupon codes when your account is suspended (for example, after uninstalling the app). Coupon codes that were already created in your store (e.g., in Shopify Discounts) will continue to behave based on your store’s coupon settings (expiry date, usage limits, eligibility rules), unless you manually disable/delete them in your store admin. What does stop is ReferralCandy’s ability to generate/distribute new codes and run the campaign experience (tracking, emails, widgets/pages) while the account is suspended. If you need to ensure no one can redeem previously-issued codes while you’re suspended, disable or delete those codes directly in your eCommerce platform’s discount/coupon settings.

Reasons for suspension

Your account may be automatically suspended when ReferralCandy detects an issue that prevents campaigns from running correctly (for example: billing failures, an integration error, or uninstalling/deleting the account).

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 the ReferralCandy app (Shopify)
- Uninstalling suspends your account immediately. Suspended accounts from uninstalls are permanently deleted after approximately 2 weeks. If you uninstalled by mistake, reinstall as soon as possible and contact support to restore access. Do not uninstall the app as a way to "pause" your account — use campaign pause/stop instead.

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.
When your account becomes Active again, your campaigns remain stopped until you manually set them back to Live.

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.

Can I pause my account or billing without cancelling?

There's no self-serve option to pause your account or billing. If you want to temporarily stop referral activity while keeping your account and data intact, pause or stop your campaigns from the Campaigns page — your data is preserved and you can reactivate anytime. Billing continues as long as your account is Active, regardless of campaign state.

If you need to discuss billing or account-level arrangements, let us know — we'll ask a few questions first to make sure we point you to the right solution.

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

[Shopify] Cancelling / deleting your ReferralCandy account

Campaign states

[Shopify] Customizing an advocate or affiliate's referral code

[BigCommerce] Customizing an advocate or affiliate’s referral code