Referral Program — Troubleshooting
Having trouble with the Motra referral program? This guide covers the most common issues and how to resolve them.
"My Referral Wasn't Counted"
For a referral to count, all of the following must be true:
Your friend used your referral link during signup
Your friend is a brand-new Motra user
Your friend has never had a previous Motra subscription (even an expired one)
Your friend started a free trial or subscribed to Motra Pro
Your friend is a different person (self-referrals are not allowed)
Common reasons a referral doesn't count:
Reason | What Happened |
Friend already had an account | They signed up with an email that previously had a Motra account |
Friend had a previous subscription | Even if it expired or was cancelled, they're not eligible as a new referral |
Friend didn't subscribe | They downloaded the app but didn't start a trial or subscribe to Pro |
Self-referral | The system detected both accounts belong to the same person |
Code entered after signup | The referral code must be entered during the initial signup process |
If you believe a referral should have counted and none of the above apply, contact us through the app (You > Settings > Chat with us) with your friend's email address so we can investigate.
"I Can't Redeem My Reward"
For free Pro months (2 and 4 referral tiers)
If the Redeem button isn't working or the offer code fails:
Make sure you're signed into the correct Apple ID
Check if you already have an active subscription — offer codes are added to the end of your current period
Try again from You > Rewards and Referrals and tap Redeem
If the App Store shows an error, try restarting the app and attempting again
If you continue to have issues, contact us through the app and we'll provide a new offer code.
For merch and Lifetime Pro (8+ referral tiers)
These rewards are processed manually by our team:
Tap Redeem next to the reward in You > Rewards and Referrals
This opens a chat with us — let us know which reward you're claiming
For merch (T-Shirt, Hoodie): we'll ask for your shipping address and preferred size
For Lifetime Pro: we'll activate it on your account
Please allow a few business days for processing. We'll confirm once your reward is on its way.
"My Friend Used My Link but It Didn't Work"
Make sure your friend:
Tapped your link directly (not just typed the code manually after creating an account)
Created a new account through the link — if they already had the app installed, the link may not have been captured
Started a trial or subscription — just downloading the app isn't enough
If they already created an account without using your link, they may be able to use your referral link to complete the referral for some amount of time. If that window has passed, contact us and we'll try to help.
"I Reached a Tier but Don't See My Reward"
Go to You > Rewards and Referrals
Pull down to refresh the screen
Check that your referral count matches the tier requirement
If your count shows the right number but the reward isn't unlocked, try force-closing and reopening the app. If it still doesn't appear, contact us.
"I Want to Check My Referral Count"
Go to You > Rewards and Referrals. Your current referral count and unlocked tiers are displayed on this screen.
"My Friend Says They Signed Up but I Don't See It"
Referrals may take a few minutes to appear after your friend completes signup and starts their trial. If it's been more than 24 hours and the referral still isn't showing:
Confirm your friend actually started a free trial or subscription (not just downloaded the app)
Confirm they used your specific referral link
Contact us with both your email and your friend's email so we can check
Still Need Help?
Contact us through the app (You > Chat with us) for any referral issues. It helps if you can provide:
Your email address
Your friend's email address (if relevant)
A screenshot of your Rewards and Referrals screen