Get unstuck fast.
Most referral and claim problems are solved by the answers below. Anything else reaches a human on the partner team within one business day.
Help documentation
A referral is not showing in my terminal
Check the program’s attribution window first. If the customer clicked a tracked link, the referral appears within an hour. If they arrived through an introduction, add it manually with the contact email so the brand can match it.
My commission was approved but not paid
Approved commission sits in your cleared balance until it crosses the program threshold, then pays on the next monthly cycle. Your payout methods page shows both numbers.
Updating payout details safely
Change your payout email or method under payout methods. Changes apply from the next cycle; a payout already scheduled keeps the details it was queued with.
A marketplace claim was declined
Businesses usually decline for a missing market fit or a pitch with no plan. Read the brief again, and submit a new claim only when you can name the audience and the motion you would run.
Program application rejected
Most rejections are regional. Filter the directory by the region you operate in before applying, and make sure your partner profile states the audience you can actually reach.
Removing a program from my terminal
Pause the partnership in your portal. Existing referrals continue to track and pay; new referrals stop being recorded against that program.
Payout timing depends on the program, not on REPRE. Before opening a ticket about a missing payment, check the cleared balance and threshold on your payout methods page.
Open a ticket
Give us the referral, claim or program name and what you expected to happen. Screenshots help but are not required.
Response time
Within 1 business day
Hours
Mon to Fri, 09:00 to 18:00 SGT