Company FAQs

  • Updated

Who is this article for?

This article will be useful to you if are a new company hosting your partner program on PartnerStack.

Why does PartnerStack charge a fee on partner payouts?

PartnerStack charges a percentage (known as a PartnerStack fee) on your partner reward invoice total so that we can scale our support for your program as it grows, and share a mutually aligned incentive in getting new partners into their program via our Marketplace. If you're curious about what your PartnerStack fee is, please reach out to your Customer Success Manager or email support@partnerstack.com.

My partner can't log into their PartnerStack account

Provide the partner with our How to login and how to reset my password support guide and encourage them to reset their password.

If the partner has further difficulty or questions, have them reach out to support@partnerstack.com and we'd be happy to help.

Potential partner login issues:

  • Partners that have Google-authenticated accounts must enable 3rd party cookies in their browser before clicking "Sign in with Google"
  • If a partner has attempted to log in more than 6 times in a row, their account will automatically lock as a security precaution

My partner has questions about using their dashboard

How do I see what that looks like, so I can help them navigate?

Being able to walk your partners through their own Dashboard is important. You can see the below two guides which overview the partner side of PartnerStack. You can also share these links with them if they want more information!

How do partner payouts work? 

Your partners earn rewards between the first and last day of the month. Rewards are available to withdraw the following month, on the 13th. Your partner reward invoice must be paid by the 8th of each month to ensure your partners are paid by the 13th. Any delays should be communicated to your partners through the Messaging tab to keep partners informed.

Example schedule:

  • March 1st - March 31st: Partner earns rewards
  • April 1st: Partner reward invoice sent to the company for review
  • April 1st - April 7th: You have 7 days to review the invoice, and make any necessary changes
  • April 8th: Partner reward invoice is charged
  • April 8th-12th: Creditcard payments are processed when the invoice is charged. ACH payments are processed over 5 days by Stripe and your bank
  • April 8-13th: Rewards are available for partners to withdraw depending on your payment method, and invoice charge date

See Paying your partner rewards and Partner reward invoices for more details.

How can I update my partner reward invoice payment information?

Your payment information can be updated from your Settings > Billings tab. For more information and step-by-step instructions to add either a credit card or ACH as your payment method see the Adding and updating your billing information support guide.

When to contact support versus your customer success manager?

Our support team is there to help you troubleshoot situations that may arise, or when you notice things aren’t working as expected. Your CSM can help you talk business strategy and ensure you’re leveraging all of the features that can lead to your programs’ success.

Below are some additional frequently asked questions by companies using PartnerStack:

  1. How does the tracking work? Is it reliable?
  2. What are resources?
  3. How is fraudulent activity monitored?
  4. What is my company profile, and how can I edit it?
  5. How do I style my emails?
  6. A partners' referrals are not tracking?
  7. What do my partner's see in their dashboards?

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