Having trouble with your HelloFresh or Factor campaign subscriptions not being counted? Discover the key criteria defining a valid event in this article
The following criteria determine if a subscription is valid and can be added to your goal progress:
- New customer: Subscriptions are only counted if ordered by new customers who sign up using your campaign link. This includes users who have never ordered HelloFresh in the past or inactive users who haven't ordered a box for at least 12 months.
- Order time frame: Users must order a box within the first week of account creation to be counted towards your campaign. Orders placed outside this timeframe may not be eligible.
- Multiple accounts: Users who create multiple accounts from the same location will not be counted. This measure is in place to prevent fraudulent activities and ensure the integrity of campaign results.
Troubleshooting:
If you believe the orders meet the criteria and they are still not being counted, follow these troubleshooting steps:
- Ensure that you're using the correct campaign link provided by us, this link can be found on your campaign page. Encourage viewers to sign up using this link to ensure proper attribution.
- Keep track of account creation dates and order placement timing. Users must order a box within the first week of account creation to be counted. Verify that subscriptions meet this requirement.
- Review user activity and location information to identify potential discrepancies. Ensure that users are new customers or inactive users as per the campaign criteria. Consider the possibility of multiple accounts created from the same location.
If you think that the correct number of subscriptions is not being recorded, wait until your campaign ends to ensure accurate dashboard display. Rest assured, we can still make changes after the campaign ends.
If the subscriptions are still not appearing on your dashboard after the campaign ends, please contact us and let us know how many are missing.
Frequently Asked Questions:
-
Q: How do I know if a subscription is counted as new?
A: New subscriptions are counted from users who have never ordered HelloFresh before or from inactive users who haven't ordered a box for at least 12 months. -
Q: What do I do if I know there are subscriptions but they are not showing up?
A: Subscriptions that do not appear in your campaign dashboard are likely not valid subscriptions. This could be because they did not meet the requirements to be considered new subscriptions. However, if you are certain that a valid subscription is missing, please wait until your campaign is finished to ensure accurate data display. Then, contact us so we can investigate further. -
Q: I have one or more subscriptions that show up as pending subscriptions
A: Subscriptions go through an evaluation period for validation with the client. Due to the nature of this process, it may take up to 45 days after the campaign ends to confirm the final count of valid events. -
Q: Viewers are not being able to use my code
A: Viewers who are not seen as first-time users will not be able to use the code since it’s only valid for new subscribers. This is especially true if others were already able to use your code.