Skip to main content
We aim to reply within one business day for most questions, and faster for outages or payouts. A well-written ticket gets a faster, more useful answer — here’s what to send.

​
How to reach us

  • Email — [email protected]
  • In-app help — click the Help Center link in the sidebar for quick actions

​
What to include

Ticket quality matters. Include:
  1. What you were trying to do. “I was running Pay All for the Summer program” beats “payouts broke.”
  2. What actually happened. Copy-paste any error text, or screenshot the screen.
  3. What you’ve already tried. Saves us suggesting the same steps.
  4. Your organization name and relevant store URL (Shopify domain, for instance).
  5. Approximate time the issue happened — minute accuracy is fine.
  6. A single affiliate, program, or order ID if the issue is about a specific record.
Screenshots help more than you’d expect. One image can save several back-and-forth replies.

​
Do not send

  • Passwords or tokens (we never ask for these)
  • Full payment or bank details
  • Customer PII beyond what’s strictly relevant

​
Severity

  • Urgent — outage, data loss, payouts not landing for many partners at once. Put “URGENT” in the subject.
  • Standard — a bug, a question, or a feature limitation.
  • Feature request — we read all of these. Detail about the use case helps us prioritize.

​
Status and outages

When something breaks on our end, we’ll post a banner inside Afflo. If the app loads but something specific is broken, check the banner first before assuming the problem is on your side.

Common issues

Most questions have a fast answer here.

Troubleshooting

Diagnose before you ticket.