SkillTrax Membership Support

Which department do I submit my helpdesk ticket to?

Not sure which department to submit a helpdesk ticket to? No worries, we know it can be a lot! Here is an outline of where your technical, billing or other questions can be directed:

Ask Before Buying:
This is where you can ask all of your general questions before you purchase SkillTrax! However, if you do want an overview, you can check out our Kartranaut Platform Training and our Kartra Technical Documentation. If you still have questions, we are here to answer those for you!

Billing:
This department is here to assist you with any questions you have regarding your SkillTrax subscription with us! Did you know that a lot of your Billing needs can be handled in the Billing self-serve area of your account? Options include—but are not limited to—upgrading your plan, updating your credit card, downloading your invoice, and should you need to, cancelling (We hope not!).

For billing concerns, our team will require you to verify ownership of your account. For faster service, please submit your ticket with the email address associated with your account, and include the following:

Account email address
Account username
Question (include details of your request)

Some common requests that are submitted to the billing department are:

Cancellation
Refunds
Freeze your account
Invoice questions
Problems with a purchase
Credit card changes

SkillTrax Affiliate Program:

Are you one of our Affiliates or want to become one of our Affiliates?! If so, we are here to help you with any of your affiliate needs or questions you may have! You can also visit our Kartra Affiliate Partners page for more information or to apply!

Technical Support:
Have you already checked out the Kartranaut Platform Training and our Kartra Technical Documentation and still have technical questions? No worries! The technical support department is our most diverse department and are here to help you with all your technical needs!

To speed up the process, make sure to submit your ticket from the email address attached to your account. This would be the email address you purchased SkillTrax with, or the email currently listed in your SkillTrax profile. We also suggest that you include the following in your ticket:

Account Email:
Account Username:
Question (If it’s for a specific asset in your account, please include details such as the name of the asset)

Below are some common items that are submitted to this department:

Logins
Sequences
Domains
Calendars
Memberships
Pages/Page Builder
Forms/Opt-ins
Blocklisted Emails (Blacklisted Emails)
Safelist Requests (Whitelist Requests)
Import Declines
Product Configuration
Videos
Checkouts
IP Blocks
Resetting Security Questions
And much more!

How do I log in?

First off, welcome to SkillTrax! We are so excited to have you!

It is very simple to log in to your new SkillTrax Account. To do so, you can navigate to hwww.skilltrax.com/my_home and enter the email you used when purchasing along with the password you chose after completing your subscription purchase. Once in your account, you will be prompted with a welcome video and tutorial. Along with access to all our amazing features, you’ll now also have access to our built-in wiki page where you can learn all about them!

How do I change my email associated with my SkillTrax Account?

Want to change your email? No problem! You can easily update the email address that is associated with your SkillTrax account by doing the following:

Log in to your SkillTrax Account
Click on your avatar image in the top-right corner of your account, then click on "Profile"
Edit the EMAIL field, and click on Save in the top-right corner
You will be prompted to enter the answer to your security question

Migrating to Tapfiliate from a different platform
Looking to jump-start your existing program with Tapfiliate? We've prepared a nifty guide on how you can prepare for the big move!

Whether because you are ready to expand your tracking capabilities, or are looking for a specific feature to boost your affiliate, influencer, and referral marketing offers, Tapfiliate makes it easy for you to switch.

In this guide, we will explain how to perform a successful migration.

Set a target date for launching your Tapfiliate-powered program 📆

Migrations might take time, but you can plan, set goals, and set your team on a structured path towards transition success. Tapfiliate offers a 14-day free trial during which you and your team can tackle essential migration tasks. This means you and your team have plenty of time to arrange the essentials and prepare your migration before your program's launch.
Pay out your affiliate's balances 💸

Settle any payments due in your old platform. That way you can start in Tapfiliate with a clean slate.
Export the data and reports from your previous platform 📤

While Tapfiliate allows you to import affiliates (more on that in the next point), the import of the historical conversions, customer, or payment data is not possible. We highly recommend exporting any necessary historical data from your previous system (on sales, customers, past payments, etc.) for record-keeping purposes before closing your account.

Setting up & testing your Tapfiliate integration ⚙️

To be able to track your affiliate-driven clicks and conversions, you'll have to install Tapfiliate's tracking scripts into your website. We have a number of off-the-shelf integrations that explain how to install Tapfiliate on a number of supported platforms.

Check out integrations

After you have installed Tapfiliate, remember to test your integration. That way you can make sure your tracking scripts are solid and communicate the right information.
Configuring and customizing your Tapfiliate account & program 🪄

Once your scripts are set, you can customize and set up different parts of your program, such as customizing your program's Signup page, setting up your custom domain, and more.
Importing your affiliates & launching your program 🚀

Once you've got everything ready to go, you can message your affiliates and indicate how they can log in. This can be done by importing your affiliates.

You'll need a list of your existing affiliates in .CSV format. This file would contain their essential information: first name, last name, & email. Importing your affiliates is easy - just pop your file into our Import box, and map the column names so they align with your file's fields, and you're done!

Learn more about importing affiliates

Added affiliates are automatically approved. You can choose to send affiliates their new referral links and temporary passwords their way during the import process, or receive a file containing affiliate login information, which you can use to create invitation messages on your end.

Some extras:

While the above are the essentials, perhaps you may be looking to place marketing assets at your affiliates' fingertips, or create a more well-rounded experience for your affiliates.

Create your marketing assets ✨

You want your affiliates to have their creatives ready to go, so that they can swap any old banners, text links, and other promotional materials with fresh new assets. This guide explains everything you need to know about your Marketing Assets, and how you can upload them.

Create trigger notifications 📬

Tapfiliate has a trigger notifications feature, which you can use to set up messages that fire when specific events take place. This way, you can create beautifully branded messages that alert your affiliates whenever a conversion takes place, or if their balance has been settled!
Set up Affiliate Recruitment 👯‍♂️

With Tapfiliate, you can send referral links to all your customers without them having to sign up for your program. You can read more on this feature here.

Remember: Communication is key

Keeping affiliates in the loop about your migration plans is essential to a smooth transition. Also, informing them of the changes to their everyday interactions with your program and how to complete processes in their new dashboards helps prevent headaches for your program manager down the line.

We recommend preparing informative and educational email campaigns regarding your program's migration before your migration.

That way you can set your affiliates up for success. For this, you could use software like Mailchimp (which we have an integration for), which allows you to create beautiful and branded campaigns.

Here are some ideas of the kind of topics you can include in your migration campaign.

Inform them when old links will stop working and when their current affiliate accounts will close
Let them know when new links become available and where they will be able to fetch them
Invite your affiliates to export the data from their existing dashboards for record-keeping before their accounts close
Explain what will happen when the migration is made
How and where to reset affiliate passwords (in case the affiliate forgot their password or email)
Remind them of the point of contact in your organization for any questions relating to the program or the migration
Remind them that they need to indicate their payment method inside their new affiliate account.
Instruct them on how they can change their referral codes once inside the platform

Can my affiliates keep their original referral links?

No - when your affiliates are imported into SkillTrax, new links will be generated for them with a pre-made referral code consisting of their first and last name. They can easily change their referral codes if they prefer something different. This nifty guide explains how affiliates can customize their links.

I need to know if SkillTrax fulfills my requirements - where can I ask questions?

SkillTrax's customer support team is happy to assist with any other questions you may have about the process, your integration, or features SkillTrax has. Don't hesitate to drop us a line in the chatbox if anything pops up!

How does SkillTrax prevent fraud?
Learn about SkillTrax's fraud prevention methods, as well as what you should do to ensure your traffic and conversions are legitimate.

SkillTrax's fraud prevention methods

Tapfiliate's software uses a combination of checks on both your affiliates and the traffic/conversions they drive.

Among them is the blacklisting of several values for key attributes (like IP, domain, etc.), the comparison of attributes between click and conversion, and sliding window checks.
If an affiliate is using their own referral link to make a purchase, and the IP of the affiliate and the conversion match, Tapfiliate will track and flag the resulting conversion. It is up to the Advertiser to decide whether or not to approve or disapprove commissions tied to self-driven conversions.
We perform de-duplication based on the external_id and customer_id values. This ensures no duplicates are registered.

As a general disclaimer, we kindly ask you to also keep in mind that a 100% prevention rate isn't technically possible. This is because Tapfiliate only tracks incoming traffic and conversions taking place on the website in which tracking scripts are installed.

Any activities taking place outside the bounds of the website where tracking is taking place (before the user lands on your website and converts) are beyond Tapfiliate's control.

How you can prevent fraud

Tapfiliate's tracking tech is robust, but fraud is sometimes a difficult-to-detect thing. Oftentimes, it happens before tracking takes place.

With that in mind, here are our top tips for preventing fraud and ensuring your program's participants have the best intentions:

Enforce compliance with your Terms and Conditions. When you update your affiliate terms and conditions, it’s always a good idea to send a newsletter to all of your affiliates to let them know about the changes. Include a deadline for affiliates to amend their promotional activities to comply with your new conditions.
Screen and vet your affiliate program applicants. We ask for address, company and website information to make it easier for you to vet your affiliates, and determine whether or not you'd like to work with them. If you have a Pro plan, another great you can get to know your affiliates is by adding custom fields to your onboarding process.
Detecting fraud using data. Your data is the most potent fraud detection tool you have at your disposal. Here is a list of ways you can use your available data to detect fraud.
Monitoring traffic sources. When possible and available, we'll be able to retrieve click and conversion "referrers". This is the last page a referred user was on before they arrived at your website. Watch out for sources set a "Facebook.com" or "Google.com", as that may be indicative of the affiliate purchasing ads on those platforms. Read the FAQ section below for additional insight.
Communicate with affiliates. Having a relationship with your affiliates and communicating information in a timely manner is important. Not only do you foster a mutually beneficial relationship, but you'll also get to learn more about the ways they promote your business and where.

Tapfiliate also has two blog posts that dive deeper into the topic of fraud detection in affiliate marketing programs.

You can find them here:

The referrer in a conversion/customer is missing - why is that?

The referrer is the last place the user visited before they landed on your webpage. If this data is available, this information will be retrieved by our code and posted alongside the conversion/customer.

However, there are some situations where this data may not be passed along to Tapfiliate, and would not be displayed.

The referrer field may appear empty/unknown if the user:

entered the site URL directly in browser address bar.
visited the site by a browser-maintained bookmark.
visited the site as the first page in a new window or tab.
clicked a link within an external application (such as email, or a messaging service like Facebook Messenger, Telegram, or WhatsApp).
switched from a HTTPS URL to a HTTP URL.
switched from a HTTPS URL to a different HTTPS URL.
has security software installed (such as an antivirus or firewall, etc.) which strips the referrer from all requests.
is behind a proxy that strips the referrer from all requests.
has explicitly added a "no referrer" keyword to the link that would prevent outbound links from sending a referrer to the destination site (your landing page).

It should be noted that a missing referrer is not indicative of fraud. It is simply signaling an absence of data.

Can I call someone at SkillTrax?
Information for our support services and channels

SkillTrax Customer Support

Tapfiliate offers online support, via email & support chat.

This not only allows us to see exactly where and how we can improve our platform and support docs - it also allows us to gather valuable technical information.
This also guarantees that we can dedicate the same amount of attention to all of our users, and allocate more time to work on awesome features that benefit everybody.
We only offer support in English. The reason being that English is the native/second language of most of our co-workers. This way, if somebody needs to step in into a conversation, they will also understand exactly what is being said.
For a tour of our platform, we encourage you to sign up for our webinar demo. In this demo we will cover basic functionalities of the platform. Next to that, there will always be someone from our Customer Support team online to help answer questions in the livechat.
Our 14-day trial is your firsthand look at the platform. If you cancel your Tapfiliate account within the 14 days, you won’t be billed.

If you have any questions regarding our plans, features, or need some assistance in figuring out how to set up your account to match your affiliate marketing strategy, feel free to reach out to our support team!

If you need phone support related to setting up your account or integration, we can help you with that.

Please note, you must be on Pro or Enterprise plans to get phone support.

How do I reset my security question?

Do you need to reset your Security Question? While there is no way to do this on your own, our support team will help you with that! All you need to do is submit a helpdesk ticket to the “Technical Support” department.

All requests for Security Questions to be reset MUST be submitted from the email address currently attached to your account. Please use the subject line: “Reset my Security Question”.

Which department do I submit my helpdesk ticket to?

How do I log in?

How do I change my email associated with my SkillTrax Account?

Migrating to Tapfiliate from a different platform Looking to jump-start your existing program with Tapfiliate? We've prepared a nifty guide on how you can prepare for the big move!

Set a target date for launching your Tapfiliate-powered program 📆

Pay out your affiliate's balances 💸

Export the data and reports from your previous platform 📤

Setting up & testing your Tapfiliate integration ⚙️

Configuring and customizing your Tapfiliate account & program 🪄

Importing your affiliates & launching your program 🚀