Why your referral code is not working (and how to fix it)

A referral code usually fails because you already have an account, the offer has ended, you missed a condition or the code was applied at the wrong moment. Work through the checks below in order. Most problems are fixed by one of the first four.

1. You already have an account

Most referral programmes reward new customers only. If you registered before, even with a different email, the brand may reject the referral. Some systems also match on your phone number, payment card, device or home address.

Fix: check the terms for how the brand defines a new customer. If you are not eligible, look for a general promo code instead. Do not create another account to get around it, because that can breach the terms and lead to the account and any rewards being closed.

2. The code was applied too late

Many brands can only attach a referral during registration. If you signed up first and tried the code afterwards, it may not work.

Fix: contact support promptly and ask whether the referral can be added manually. Include the link or code and the date you signed up.

3. The offer has expired or changed

Referral programmes change often. A brand may cut the reward, end the offer or limit it to certain customers without much notice.

Fix: look at the date the offer was last verified, then compare it with the brand's own current terms. If there is a difference, trust the brand's page.

4. A condition was not met

Rewards are often unlocked by a qualifying action. Check for:

• A minimum spend or deposit
• A required first purchase, booking or verification step
• A time limit to complete it
• Certain products or plans that are excluded

Fix: read the terms line by line and compare them with what you did. If you have not met a condition yet and the offer is still valid, complete it.

5. Your country or product is not eligible

Offers can be limited to certain countries, currencies, plans or product types. A code that works in one country may be rejected in another.

Fix: confirm eligibility in the terms. If you are travelling or using a foreign card, try with your home details.

6. Your browser removed the referral

Ad blockers, strict cookie settings, a previous visit to the brand's website and some in app browsers can stop a referral link from being recorded.

Fix: log out, open the link in a private window, pause blockers for the sign up and use the link again. If you are on a phone, try opening the link in your main browser rather than from inside a social media app.

7. The code was typed incorrectly

Codes can be case sensitive, and similar characters, such as 0 and O or 1 and l, are easy to confuse. Hidden spaces can also be copied with the code.

Fix: copy and paste, then delete any space at the start or end.

8. The code has reached its limit

Some codes can only be used a fixed number of times, or the referrer may have reached a monthly cap.

Fix: ask the person who shared the code, or look for another current referral link for the same brand.

9. The reward is pending, not missing

Some brands pay the reward after a hold period, once your purchase has been confirmed and the refund window has passed.

Fix: check your account for a pending credit and read the terms for the expected timing before you contact support.

What to tell support

If you have worked through the list and the reward is still missing, send support a short, factual message with:

1. The referral link or code you used
2. The email address on your account and the date you signed up
3. A description of what you did to qualify, with the date
4. Screenshots of the offer and your account

For example: "I signed up on 12 October using this referral link, and booked a stay on 14 October. The offer said I would receive a credit on my first stay, but I cannot see it. Please can you check?"

How to avoid the problem next time

• Read the terms before you sign up.
• Start from a clean browser session.
• Use the link or code during registration.
• Complete the qualifying action in time.
• Check the reward is visible before you pay.

Our step by step guide on how to use a referral code covers each of these in detail.