> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/loyalty-and-rewards/troubleshooting/referral-rewards-not-applying.md).
# Referral rewards not applying?
If referral rewards aren’t applying the way you expect (no points awarded, or a referral coupon won’t work), the cause is usually one of these: the **Referral Program** is inactive, the reward is set to **No reward**, the **friend hasn’t placed their first order** yet, or the discount reward has restrictions that the order doesn’t meet.
The referring customer receives their reward **once the friend makes their first order**. The **Friend reward** is intended to be used on the friend’s **first purchase**.
### Quick checklist
* Confirm the program is active\
Open **Referral Program** and look at **Referral status**. If it shows **inactive**, click **Activate**.
* Verify reward types (not “No reward”)\
In **Referral Program**, check both **Customer reward** and **Friend reward**. Click **Edit** and confirm the correct option is selected: **Points** or **Discount** (not **No reward**).
* Make sure the trigger happened\
Confirm the referred friend completed their **first order**. The referring customer’s reward is only granted after that first order is placed.
* If using a Discount reward, check restrictions\
In the reward’s **Edit** panel, verify restrictions like **Applies to**, **Purchase Type**, and **Minimum spend** match the test order.
* Rule out conflicts with other promos\
Temporarily pause other active promotions (for example in **Discounts / Gift with Purchase**) and retest. Overlapping offers can cause unexpected results.
### Step-by-step troubleshooting
{% stepper %}
{% step %}
#### Referral status is inactive
If the program is inactive, no referral rewards will be generated or granted.
* Go to **Referral Program**.
* Find **Referral status**.
* If it shows **inactive**, click **Activate**.
{% endstep %}
{% step %}
#### The reward is set to “No reward”
Either side of the referral can be turned off. If a customer expects a reward but that reward is set to **No reward**, nothing will apply.
* From **Referral Program**, click **Edit** next to **Customer reward**.
* Confirm **Points** or **Discount** is selected (or intentionally keep **No reward**).
* Repeat for **Friend reward**.
{% endstep %}
{% step %}
#### The friend hasn’t placed a first order yet
This is the most common reason the referring customer doesn’t see points (or a reward) show up.
* The referring customer’s reward is granted **after** the referred friend makes their **first order**.
* If you’re testing, ensure the friend completes checkout (not just adds items to cart).
When testing, use a real customer account and complete a real first-order flow for the friend. Tests that stop before checkout completion won’t trigger the advocate reward.
{% endstep %}
{% step %}
#### Discount reward restrictions don’t match the cart
If your referral reward is a **Discount**, it behaves like a coupon-style discount with rules. If any rule doesn’t match, the code may not apply.
In **Referral Program**, click **Edit** on the reward and review:
* **Applies to** (for example, **Specific products or variants**)
* **Select variants** (if set, the cart must include those variants; you can use **Browse** to choose them)
* **Purchase Type** (for example, **One-time purchase** or **Both**)
* **Minimum spend**
* **Quantity limit**
* **Expires after** (if not **No expiry**, the code can become invalid after the set number of days)
If **Applies to** is set to **Specific products or variants**, the discount will only work when the cart includes those items. A common testing mistake is using a different product (or a different variant).
{% endstep %}
{% step %}
#### Another promotion or coupon is taking precedence
If you run multiple offers at once (or the customer uses another coupon), it can change what applies at checkout.
* If you’re also running offers in **Discounts / Gift with Purchase**, temporarily pause them and retest the referral reward.
* If the customer redeemed points (loyalty coupons) from **Redeem points → Ways to redeem**, those coupons may conflict with other discounts.
If you’re unsure whether you’re testing a referral coupon vs. a loyalty coupon, double-check where it was configured: referral coupons come from **Referral Program** when the reward type is **Discount**.
{% endstep %}
{% endstepper %}
### FAQ
The friend reward coupon won’t apply—what should I check first?
* In **Referral Program**, click **Edit** on **Friend reward** and confirm it’s set to **Discount** (not **No reward**).
* Check **Minimum spend**, **Applies to**, and **Purchase Type** restrictions.
* Confirm the friend is using the reward on their **first purchase**.
The advocate didn’t get points—does it happen immediately?
No. The referring customer receives their reward **once the friend makes their first order**.
What does “Code prefix” do?
**Code prefix** sets the starting characters for generated referral discount codes. The example displayed under the field updates to show a preview of the code format.
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