Our Ultimate Affiliate Pro support team can answer fastest when your request already holds the details we would ask for. This checklist shows the quick checks that solve many issues on the spot, and the information to include when you open a ticket.
Most questions are answered in this documentation. The troubleshooting guides cover the common causes: referrals or clicks not recorded, emails not sent, registration and login problems and PHP errors.
Before you start
- Administrator access to your WordPress site.
- Your license active in Ultimate Affiliate Pro › Licensing.
- A few minutes to run the checks below.
Run the quick checks #
- Update everything. Install the latest version of Ultimate Affiliate Pro, its add-ons, WordPress, your theme and your other plugins. Many issues are already fixed in a newer version. See update Ultimate Affiliate Pro.
- Clear the caches. Clear your cache plugin, your host cache, your CDN and your browser, then test again in a private window.
- Test for conflicts. Turn on Safe Mode in Ultimate Affiliate Pro›Settings›Developers and repeat the steps. If the problem disappears, another plugin causes it. See plugin and theme conflicts.
- Check the requirements. Make sure your site meets the Ultimate Affiliate Pro requirements, including PHP 7.4 or later.
Copy your site information #
WordPress collects your versions and server settings in one place. Go to Tools›Site Health and open the Info tab.
Copies your WordPress version, PHP version, active plugins, theme and server settings as text. Paste it in your support request. It contains no passwords.
You can also see the Ultimate Affiliate Pro version in the footer of every Ultimate Affiliate Pro screen, and in Plugins › Installed Plugins.
Describe the problem #
A good request answers these questions:
The exact steps, in order, for example: “I opened the referral link of Emma Collins in a private window, added a product to the cart and placed an order.”
For example: “I expected a Pending referral for Emma. No referral was created, and the click stays Just Visit.”
The URL of the page, the date and time with your time zone, and the IDs involved: affiliate ID, referral ID, order number.
The checks from step 1 and their result, for example “the problem stays in Safe Mode”.
Screenshots with the address bar visible, the exact error message, and any lines from wp-content/debug.log written at that time. See PHP errors to turn on the log.
Caution
Never send passwords, payment details or personal data of your customers in a ticket. If our team needs to look at your site, create a separate administrator account for support, share it as the ticket explains, and delete it when the issue is solved.
Contact Ultimate Affiliate Pro support #
Open a ticket from the support page, or from the Support link in the footer of any Ultimate Affiliate Pro screen. Use the email address of your ultimateaffiliate.pro account, so we can find your license. Add the site information, the description and the screenshots to the first message.
If you have a license from the legacy version, migrate it first on the license migration page, so your license appears in your account.
Frequently asked questions #
Where do I find my Ultimate Affiliate Pro version?
In the footer of any Ultimate Affiliate Pro screen, next to the plugin name, and in Plugins, Installed Plugins.
Is it safe to share the Site Health information?
Yes. It lists versions, plugins and server settings, and leaves out passwords and keys. Read it before you paste it if you want to remove anything.
Should I give support access to my site?
Only when the team asks for it. Create a separate administrator account for this, and delete it when the issue is solved.
What if the problem is caused by another plugin?
Tell us which plugin and version, and the steps to reproduce. You can also contact the developer of that plugin with the same details.
