FAQs

We are here to support you and are always available to answer your questions at support@ontraport.com or 855-ONTRAPORT.
  • I CAN'T LOG IN TO THE PARTNER CENTER. HOW DO I RESET MY PASSWORD?

If you have attempted to reset your password unsuccessfully, please email support and we can reset your password for you.

  • HOW DO I CHANGE MY PARTNER CENTER LOG-IN EMAIL ADDRESS AND/OR PASSWORD?

If you need to change your password, you can do that simply by logging in to the Partner Center and clicking on the “Settings” tab. If you need to change your log-in email address, get in touch with support and we can take care of it for you.

  • HOW DO I CHANGE MY PAYPAL ADDRESS?

To receive payments, you’ll need to have a correct PayPal address on file. You can add or update your PayPal address within the Partner Center; simply click on the settings tab.

  • I DON'T LIVE IN THE UNITED STATES. WHAT INFORMATION DO YOU NEED FROM ME TO PAY ME MY COMMISSIONS?

If you live outside the United States, please answer the following questions and send us your response:

Are you a U.S. citizen or do you have dual citizenship that includes the U.S.?

Do you have a U.S. green card?

Were you physically present in the U.S. for more than 183 days in the past three calendar years?

Did you physically work in the U.S. for any period of time in the last calendar year?

  • I HAVE A LARGE LIST OF NEW CLIENTS WHO WANT TO GET SET UP WITH AN ONTRAPORT ACCOUNT AT THE SAME TIME. WHAT'S THE BEST WAY TO DO THIS?

If you’re referring a large list of new clients, please get in touch with support so we can make the process as simple as possible for you.

  • IF I'M NOT SHOWING AS THE REFERRER FOR A CLIENT I REFERRED, WHAT SHOULD I DO?

If you are not listed as the referrer for an ONTRAPORT client you’ve referred under the Earnings tab in the Partner Center, you have a few options. You can ask the person you’ve referred to send an email to support to confirm that they were referred by you, or you can email us and we can reach out the client to confirm on your behalf. Either way, we can only change the referrer if the client confirms that they were referred by you. Per our Terms of Service, you may request an audit of the latest referring partner up to 30 days after the date of purchase. If you are not confirmed as the referrer, no commissions will be paid. If the audit reveals that another ONTRAPORT partner is the actual latest referrer, we reserve the right to make a correction.

After 30 days from the date of sale, no changes to the latest referring partner will be accepted. We cannot pay commissions on past referred purchases that were not claimed by the referrer within 30 days. However, the date of sale is not the same as the account created date. Since ONTRAPORT accounts are billed monthly, if a client confirms you as a referrer after 30 days, you can receive commission on their account payments going forward and earn commissions for any account payments within the last 30 days.

  • WHY DIDN'T I GET PAID FOR THE ACCOUNT I REFERRED?

There are a few reasons you may not have been paid. First of all, it’s important to know that we do not pay commissions on new accounts until the person you’ve referred has been a client for 90 days. We do this in order to prevent clawbacks from future commissions payments in case the client you’ve referred cancels during the window of our 90 day money-back guarantee. Once the person you’ve referred has been a client for 90 days, all unpaid commissions will be paid. If the person you’ve referred has passed the 90 day mark, there are several other reasons why you may not have been paid yet. It may be because you have not yet met the $100 payment threshold. For example, if you’ve earned 25% commission on an ONTRAPORT Basic account for three months, the total commission earned would be only $59.25. You would need to wait for a few more months, or refer more accounts, for that total commission to reach $100 and meet the payment threshold.

Finally, if you know that you have met the $100 threshold and you’ve referred an account that has passed the 90 day period, your commission payment is likely waiting to be processed. We process commissions each Friday for the payments earned during the previous week, which runs from Sunday-Saturday. Once you’ve passed the threshold on a commissionable account referral, your payment will be processed the following week. If you have met all of the payment requirements and still haven’t been paid, please review the information below to ensure you’ve been designated as the referrer for the accounts you’ve referred. If you have any further questions, get in touch with support.

  • I WANT TO CREATE AN ACCOUNT ON BEHALF OF MY CLIENT. HOW SHOULD I SET UP THEIR NEW ACCOUNT TO AVOID VIOLATING THE TERMS OF SERVICE?

If you are referring a new ONTRAPORT client but will be managing their account for them, you may be inclined to set up their new account using your name and email address. Don’t do this!

If you set up a new account under your own name and claim commissions for this account, to us it is impossible to tell whether you have violated our Terms of Service by self-referring. We cannot pay commission on accounts that were self-referred (So for example, if you run two businesses and set yourself as the referrer for an ONTRAPORT account purchased for the second business, this does not count as a commissionable referral.)

However, there’s an easy way to set up accounts on behalf of your clients that doesn’t violate our Terms of Service and actually makes it very simple to claim your commissions. Simply make sure to use your client’s name and email address for the new account admin. Even though you are managing the account for them, that account still must be owned by the client in order for you to claim commissions. One exception to this rule would be if you have an email address that reflects your role within the client’s business - for example, yourname@theirbusinessdomain.com.

Another option is to include the client’s information as the admin, but use your name and email as a secondary user seat. That way, the client is still the owner of the account, but you have full access to manage the account as necessary.

Finally, add your name and email address in the field that asks “How did you hear about us?” on the new account set-up form.

  • CAN I APPLY MY PARTNER COMMISSIONS TO MY ONTRAPORT ACCOUNT SUBSCRIPTION FEES?

No, your commissions will be paid via PayPal to the address you have on file.

Read our full program terms here.