Browse help topics
Troubleshooting
Start from the symptom: the likeliest cause and how to check it.
- Postback not firing or never arrives Usually there's no postback secret, so nothing is sent. Find the conversion in Flight Recorder, read its delivery status, then fix the cause it names.
- An install wasn't tracked An install counts only once it's matched to a tap we recorded. Publishers check the user's link and ID; advertisers check the click ID came back.
- Conversions suddenly stopped First ask whether every offer stopped or one. Every offer points to a key or postback change on your side; one offer is usually capped, paused or ended.
- A user says they weren't paid Look the user up by their ID in Flight Recorder. Each row shows whether we recorded the step, what it paid and whether your server got the postback.
- Offer capped or unavailable: what to check A capped offer reopens on its own at the reset. Paused, ended and access-locked offers don't. How to tell which, and what your users see after a tap.
- Users are blocked or rejected Blocked means we refused a tap before the store. Rejected means a user's conversions pay $0 for now. Where to see each, why it happens and what to do.
- Reconcile our numbers with yours, step by step Export our conversions and join them to your records on
action_id, then work down this list to find the rows that differ, and why each one does. - The wall shows no offers The wall lists only offers that run on the player's platform and in their country. Check the platform and country you launch with, then your account's offers.
Other topics
- Getting started 7 articles
- Account, team and security 8 articles
- Offers and the feed 13 articles
- Hosted Offerwall 10 articles
- Offer Links and click tracking 6 articles
- Postbacks and conversions 10 articles
- Fraud Defense and traffic quality 5 articles
- Reporting 5 articles
- Payouts, billing and funding 6 articles
- Advertiser campaigns 10 articles
- Running a network 3 articles
- Developer docs 3 articles
- Messages your users might see
- Glossary 41 terms
Support
Still stuck? Write to us.
One address for every question: hello@affiliateos.ai. Put the details from this list in your first message so we can find the click or conversion without asking you for them again.
Put these in your message
- 01The email you sign in with
- 02Your role: publisher, advertiser or network
- 03The offer ID
- 04The click ID or
action_id - 05The time it happened, with your time zone
- 06What you expected to happen
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