Have you referred a customer but can’t find them in your Partner Interface? There are a few possible reasons. This article explains where to find your referred customers, why they might be missing, and what you can do next.
Where to find your customers
- Open the Partner Interface .
Navigate to Customers to view your referred customers.
Don’t have access to the Partner Interface yet? Follow the instructions in this article to get started.
Your customer is still missing?
If your customer doesn’t appear in the Partner Interface, one of the following reasons may explain why:
| # | Reason | What it means |
|---|---|---|
| 1 | The customer already had a Usercentrics account | The customer registered with the same email address before using your referral link. Only newly referred customers are displayed in the Partner Interface. |
| 2 | The customer didn't use your referral link | The customer signed up or purchased directly through the Usercentrics website. As a result, no referral connection to your partner account was established. |
| 3 | The customer hasn't purchased a subscription yet | The customer created an account but hasn't purchased a subscription. Customers are only displayed in the Partner Interface after completing a purchase. |
Still not sure? Contact our support team to investigate. Please include:
- Your partner email address
- The customer's company name
- The email address used to sign up
- The approximate sign-up date
Our team will review the case and help clarify why the customer isn't appearing in your Partner Interface.
What if the customer can't be linked to my partner account?
If the customer already had a Usercentrics account or completed their purchase without using your referral link, we unfortunately can't establish a referral connection retroactively.
However, you can still support the customer in two ways:
Option 1: The customer purchases using a different email address
Ask the customer to make a new purchase using a different email address and your referral link. This allows a new customer relationship to be established.
Option 2: Get access to the customer's existing account
Ask the customer to grant you access to their Usercentrics account so you can help with the setup and configuration directly in the Usercentrics account interface.
Please note: This option does not establish a referral connection, and no partner commission will be paid. However, you can still provide hands-on support and help the customer configure their account.