Your ReferralCandy account can be either Suspended or Active. As a general rule of thumb, your account will only be suspended when there’s a significant error that requires your attention.

Account states

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 Draft and 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 was unsuccessful (we’ll try to charge you five times - if all attempts are unsuccessful, your account will then be suspended)
You uninstalled 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, we may also manually suspend your account. Possible reasons include an ongoing charge dispute or we’re fixing a technical problem. 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, please contact us.

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

Note: In some instances, once your account is unsuspended and billing resumes, you will be billed for charges incurred while your account was suspended. A success manager will inform you about your billing before your account is suspended.

💬 Need help? Click the chat widget on the right to start a conversation. Learn more

Using Shopify Liquid to customize emails & pages

Testing the Referral Process

Managing campaign email settings

Campaign Management FAQ

Payments and Account Management FAQ