Purpose:
If your HelloFresh or Factor campaign subscriptions aren’t being counted, don’t worry! This guide will help you understand the criteria for valid subscriptions and how to troubleshoot issues.
Prerequisites:
To ensure accuracy, check your campaign brief for specific terms and conditions related to subscription tracking.
What Makes a Subscription Valid?
HelloFresh Subscriptions
-
Payout counts only for unique new subscribers.
-
A new subscriber means a viewer opens a brand-new account and orders their first kit or box using your unique creator code.
-
Multiple orders from the same person on different accounts won’t count.
-
They must use your personal code or link.
-
They should disable any coupon browser extensions such as Honey or Karma.
-
Their order must be successfully shipped.
-
Limit: 1 order per subscriber.
Factor Subscriptions
-
The subscriber must be new to Factor.
-
They must be from the US.
-
They must use your personal code or link.
-
They should disable any coupon browser extensions such as Honey or Karma.
-
Their order must be successfully shipped.
-
Limit: 1 order per subscriber.
2. Order Time Frame
-
The user must order a box within the first week of creating their account.
-
Orders placed after the first week may not count towards your campaign.
3. Multiple Accounts Restriction
-
Multiple accounts created from the same location/IP address will not be counted.
-
This is to prevent fraudulent activities and maintain campaign integrity.
Troubleshooting Steps
If you believe valid subscriptions aren’t being recorded, follow these steps:
1. Verify the Campaign Link
-
Ensure you’re using the correct campaign link found on your campaign page.
-
Encourage viewers to sign up directly through this link for proper tracking.
2. Track Account Creation & Order Timing
-
Confirm that users are placing their first order within a week of account creation.
-
If orders are placed later, they might not be counted.
3. Check for Multiple Accounts
-
Review if multiple accounts were created from the same location.
-
Only unique, new customers will be considered valid.
4. Wait Until the Campaign Ends
-
Sometimes, subscription data updates after the campaign is completed.
-
If valid subscriptions still aren’t showing up, wait for final updates before reaching out.
5. Contact Support
-
If subscriptions are still missing after the campaign ends, contact us with the missing count.
TIP!
Subscriptions go through a verification period and final counts may take up to 45 days after the campaign ends.
FAQs
Q: How do I know if a subscription counts as new?
A: A valid subscription comes from a new customer or an inactive user who hasn’t ordered for at least 12 months.
Q: What if I know subscriptions are valid but they aren’t showing?
A: If subscriptions aren’t appearing in your dashboard, they may not meet the new customer requirement. However, if you believe valid subscriptions are missing, wait until your campaign ends, then contact support for an investigation.
Q: Why do some subscriptions show as pending?
A: Subscriptions undergo a validation process that may take up to 45 days after the campaign ends before the final count is confirmed.
Q: Why can’t some viewers use my discount code?
A: The discount code is only available for new subscribers. If some viewers already used HelloFresh/Factor before, they won’t be able to redeem it.
By following these guidelines, you’ll ensure subscriptions are properly counted. If you still need assistance, don’t hesitate to contact support!