“That partner code is not recognised.”
The code must be the email address of an approved, active partner, typed exactly (capitals do not matter). Check it with your accountant, or leave the field blank. The code is also refused while the programme is switched off.
“A partner cannot use their own partner code for their own company.”
Partners earn no commission on their own company. Create your own company from the partner dashboard (chapter 12) without a code.
A client says they entered my code but the company is not on my dashboard.
Ask TroveUniverse to check the company under Settings → Partners → Attribution. If the code was not entered, staff can attribute the company to you with a reason, for future payments.
Why is my commission lower than the percentage of the invoice total?
Commission is worked out on the amount excluding VAT (the invoice's subtotal, after discounts and account credit), not on the total with VAT.
A client deducted WHT from its payment to TroveUniverse. Does that reduce my commission?
No. Commission stays based on the amount excluding VAT, before the customer's WHT.
My sales passed the next tier's threshold but my rate has not changed.
Tiers change at the next review (monthly by default). Payments received before the review keep the rate of the day they were received. TroveUniverse can run Recalculate now in special cases.
Why was I moved down to Bronze after my first month?
New partners start on Silver and keep it until the first review at least one review period after approval. At that review your real 12-month sales decide the tier.
My payout is less than the commission due.
Withholding tax is deducted from each payout at the rate for your tax type. The WHT credit note on your dashboard shows the deduction; claim it as a credit in your tax return once it has been remitted.
Nothing was paid to me this month.
A payout must equal the commission due for the period, with reversals netted. If a refund's reversal is larger than the month's commission, nothing is paid until later commission covers it.
The Open button is missing for a client's app.
Open appears only for an active membership: accept the client's invitation in the app first. It is not offered when the client's subscription for that app has ended, the company is closed, or your partnership has ended.
I changed my bank details by mistake.
Save the correct details again. You receive an email each time the details change; if you did not make a change, contact TroveUniverse at once.
Can I change my partner email address (my code)?
Not from the dashboard, because the email is your referral code. Contact TroveUniverse; staff can change it.
The Partner Terms have been updated.
A notice at the top of your dashboard asks you to read and accept the new version. Until you do, your earlier acceptance stays on record.
The programme is paused.
While TroveUniverse has switched the programme off, no applications or codes are accepted and payments received earn no commission. Your dashboard shows a notice.
How do I stop being listed in Find an accountant?
Untick List me in “Find an accountant” on your dashboard and choose Save listing.
Not answered here? Contact us or chat with us on WhatsApp.