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This article covers the most common Referral Program issues and how to resolve them. If you want to understand the full flow first, start here:
Referral Program: How It Works

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My referral didn’t track

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Common reasons

  • The user signed up without using your referral link or entering your referral code.
  • The user clicked your link but completed signup later using a different device/browser session.
  • The user used a different referral link/code at signup.

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What to do

  1. Ask the user to confirm they signed up using your referral link or code.
  2. If they haven’t signed up yet, have them:
    • Open your referral link directly, and
    • Complete signup in the same session.
If a user signs up without your referral link/code, the referral may not be attributed to you.

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A referred user signed up, but I don’t see them as “Verified”

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Common reasons

  • They haven’t completed KYC yet.
  • Their KYC is still under review.
  • Their KYC was rejected and needs resubmission.

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What to do

  • Ask them to complete KYC and follow any prompts in their account.
  • If their KYC is pending, wait for the review to complete.

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I don’t see any commissions yet

Referral rewards are generated only when referred users:
  • Complete KYC
  • Trade Futures
  • Generate Futures trading fees
One Click Trade (Spot trading) currently has no fees and does not generate referral rewards.

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What to do

  1. Confirm the user has completed KYC.
  2. Confirm they placed at least one Futures trade.
  3. Check your dashboard and Funding Account again after the next daily payout.
For details on how rewards and payouts work, see:
Referral Rewards & Payouts

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I expected a payout but didn’t receive it

Referral payouts are processed:
  • Daily
  • In BTC
  • At 04:00 UTC
  • Credited to your Funding Account

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What to do

  1. Check your Funding Account balance and transaction history after 04:00 UTC.
  2. If you still don’t see the payout:
    • Confirm referred users traded Futures and generated fees
    • Confirm you’re looking at the correct account and wallet
Your Funding Account is your default Roxom wallet where deposits, withdrawals, and credits such as referral payouts are processed.
If you want the full payout details, see:
Referral Rewards & Payouts

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My dashboard numbers look delayed or inconsistent

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Common reasons

  • Metrics may update with a short delay due to processing or batching.
  • You may be viewing a different time filter (24H vs 7D vs 1M).

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What to do

  1. Switch the time filter to All to confirm totals.
  2. Refresh and check again after a short period.
  3. Compare Earned Commissions after the next payout time (04:00 UTC).
For metric definitions, see:
Referral Dashboard Metrics

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I think there’s a mistake, how do I contact support?

If the issue persists, contact support and include:
  • Your referral code
  • The approximate signup date/time (if known)
  • The referred user’s identifier only if they consent (e.g., email/username)
This helps the team investigate attribution and payouts faster.