Troubleshooting

The referral link has to be the route the customer actually arrived on, and the attribution is recorded at registration. Someone who visits the link, leaves, and comes back later without it registers unattached. Check the user's record for a referrer before assuming the tree is broken.

This is the most common report, and it is usually the conditions rather than the tree. Reward conditions are evaluated on a schedule, against thresholds that are converted into each wallet's currency — so a condition can be satisfiable in theory and never met in practice if the reward currency cannot be priced. Commission conditions covers exactly how that evaluation works and the three ways it goes wrong.

Commission matures before it can be paid. Until then it is visible and not withdrawable, which reads as a bug to the member. Check the record's status rather than its amount.

Payouts settle into the member's wallet, so everything that gates a withdrawal gates this too: the wallet type must be enabled, and if withdrawal approval is manual the payout waits for an admin. See Rewards and payouts.

Binary and unilevel place members differently, and changing the structure does not restructure people who already joined. What you see is the shape they were placed in at the time. Referral structures.

The member-facing screens depend on the addon being enabled and the member having an affiliate profile. A user who has never opened the affiliate area may not have one yet. Member experience.

The two are computed over different scopes — the admin view aggregates across the tree, the member view is their own downline. Before treating it as a fault, confirm which question each number is answering.