Use this checklist before opening a support request.
Tracking link
- Confirm you copied the full tracking URL.
- Confirm the tracking code is current and has not been rotated.
- Confirm the offer is available to your affiliate account.
Offer eligibility
- Check offer status, dates, GEO and device rules.
- Check conversion caps and traffic restrictions.
Conversion tracking
- Confirm the advertiser stored the TrustNeo click ID.
- Confirm the external conversion ID is stable and not being reused for duplicate events.
- Confirm the currency matches the offer configuration.
- Confirm the conversion was sent inside the attribution window.
When contacting support, include the offer name, click ID, external conversion ID, approximate timestamp and a short description of what you expected to happen. Screenshots can also help when they do not expose passwords or secret credentials.
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