---
title: Troubleshoot affiliate tracking and access in Infinity3
description: "Use these checks when an affiliate cannot access a campaign or expected referral activity is missing. #### Before you start Note the affiliate’s email, campaign, referral link and the time of the affected activity. Have the order or lead reference…"
url: "https://www.infinity3.co.uk/help/troubleshoot-affiliate-tracking-and-access-in-infinity3/"
updated: "2026-10-08"
category: Infinity3 Platform / Affiliate Management
---

# Troubleshoot affiliate tracking and access in Infinity3

Use these checks when an affiliate cannot access a campaign or expected referral activity is missing.

#### Before you start

Note the affiliate’s email, campaign, referral link and the time of the affected activity. Have the order or lead reference ready where available.

#### Check campaign access

1. Confirm the affiliate exists in Affiliate Manager.
2. Review their membership and status in the intended campaign.
3. Check that the campaign is active.
4. Confirm they are using their own portal account.
5. Send updated access information through the available portal process if needed.

#### Check referral activity

Confirm the visitor used the correct campaign-specific referral link. Review the campaign source, eligible products or lead action, tracking window and applicable commission rules.

If the source changed, check whether the affiliate is still sharing an old URL. For external websites, review the required tracking setup rather than assuming the link alone is sufficient.

#### Check payout expectations

Review the commission status and campaign payout terms. A visible commission may not yet be due for payment.

For a failed payout, check its error and the configured payout method before trying again.

#### Things to know

- Do not assume every click qualifies for a reward.
- Avoid adding manual commissions until the underlying activity has been checked.
- Never ask affiliates to share passwords, login codes or payment-provider credentials.

Contact Infinity3 with the affected records, expected result, error screenshot and checks completed.