Quick answer: Most "missing" purchases haven't been settled by the partner yet, or were made without the buyer being attributed to your network. Work through the checklist below before contacting support.
Has it settled? Partners report purchases once they're paid and final. Travel bookings can settle days after booking. Check the partner's order status.
Was the buyer attributed? Did the buyer register through your link (so you're their sponsor), or arrive at the partner through a link carrying your referral? If they went to the partner directly without any referral, the purchase is not attributed.
Is the buyer in your legs? A purchase by someone in your network adds points to your leg only if they sit below you in the tree. Check the Network page.
Was it refunded or cancelled? Cancelled or refunded purchases cancel unpaid rewards.
Is it a Direct or a points question? Direct only applies to your personal referrals; points apply to everyone below you.
Timing. Allow up to 24 hours after settlement for the transaction to appear on your Rewards page.
If the purchase settled more than 24 hours ago and still isn't showing, open a support conversation with: the buyer's member name or email (if they're your personal referral), the partner, the order or booking reference, the date and the amount.
Can a purchase be attributed after the fact? Only the partner can amend attribution, and only within their own policy. Contact support and we'll ask on your behalf.
