> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mention-me.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Product Referral Troubleshooting
> What the product referral actions and empty states mean, and what to do when sharing isn't being tracked.
## "You Haven't Set Up Product Referral Yet"
With no product referral campaign at all, the **Product referral campaigns** page shows an empty state rather than a warning. Nothing is broken; shares are simply only tracked while a campaign is live for that language.
Click through to create one, or see [set up a campaign](/knowledge-app/referral/campaigns/product-referral/set-up-a-campaign).
## Sharing Has Stopped
Where you have a campaign but it cannot serve, the **Actions** card on the Product referral campaigns page raises it. Open the item to see which campaigns are affected and follow the link straight to one. There are three causes:
| The action says | What to do |
| ------------------------------------ | --------------------------------------------------------------------------------------------- |
| The campaign has never been launched | Launch it. See [launch a version](/knowledge-app/referral/campaigns/manage/launch-a-version). |
| The campaign is paused | Resume it from the **Settings** control on the campaign page. |
| The campaign has no running version | Launch a version. |
Where you run several languages and only some are down, the action says so rather than claiming the whole programme has stopped. The affected campaigns are named when you open it.
While a campaign is in any of these states, the tag stops injecting the share link and stops adding `mm_rf` to product page URLs in that language.
Product page views carry on being recorded throughout, so your view figures keep rising while no share can be attributed. A dashboard that still shows traffic is not evidence that tracking is working.
## The Share Link Doesn't Appear on Product Pages
Work through these in order:
1. **Is the campaign live for that language?** The match is per language. A live `en_GB` campaign does not serve French product pages. Check the **Locale** column on the Product referral campaigns page.
2. **Is Show share link on?** Open the **Sharing** node of the live version and check the toggle. See [the share link](/knowledge-app/referral/campaigns/product-referral/the-share-link).
3. **Is the link text set?** A blank link text renders an invisible link. The node flags this as an error.
4. **Is the tag installed on the page?** The campaign controls what happens, but the [product referral tag](/developer-docs/integration/entry-points/product-referral) has to be on the page. On Shopify, check the **Share Product** block is present in your theme.
5. **Is the product injection configuration disabled?** This is an account-level setting that suppresses the share link everywhere, with no warning on the Product referral campaigns page. Ask your Mention Me contact to check it.
## `mm_rf` Isn't in the Product Page URL
* **Check the campaign is live** for that language, as above. The `mm_rf` rewrite depends on a live campaign in exactly the same way the share link does.
* **Check whether hash tracking is on.** If **Track referrals in the URL hash** is enabled, the token appears after a `#` as `#mm_rf=` rather than as a `?mm_rf=` query parameter. See [tracking settings](/knowledge-app/referral/campaigns/product-referral/tracking-settings).
* **Check nothing is stripping it.** Aggressive URL rewriting or redirect rules on your site can remove query parameters. Attribution breaks if `mm_rf` is removed from a shared link.
## A Referred Visitor Didn't See the Offer
On an incentivised campaign the offer is rendered as the visitor lands on the shared product page. If nothing appeared:
* **They may be in the holdout.** A share of referred visitors is deliberately shown no offer, and the decision sticks across repeat visits. This is working as intended. See [the holdout](/knowledge-app/referral/campaigns/product-referral/the-holdout).
* **They may be the person who shared it.** Self-referral is blocked, so following your own shared link never produces an offer. This is the usual reason a self-test appears to fail: share the link to a different device and browser, and open it there.
* **The arrival may not have come from a genuine share.** A URL that was retyped, or had its `mm_rf` parameter stripped in transit, is an ordinary product page view.
* **The live version may be non-incentivised.** Check the **Incentive** column on the Product referral campaigns page. A non-incentivised version shows no offer to anyone.
## I Can't Create a Second Product Referral Campaign
You can only have one product referral campaign per language, in either mode. The setup wizard pre-checks the language you select, and where a campaign already exists it replaces the create action with **Go to campaign**.
To add an incentive to an existing non-incentivised campaign, create a new **version** inside it rather than a second campaign. See [campaign modes](/knowledge-app/referral/campaigns/product-referral/campaign-modes).
## I Can't See the Product Referral Option
Only **Admin** and **Marketing** users can set up product referral. If **Create campaign** is missing from the Product referral campaigns page, check your role with an admin on your account.
## Where Are the Per-Campaign Figures?
Product referral metrics are not campaign-scoped yet, so the campaign insights panel shows a "coming soon" message rather than figures.
Programme-wide figures are available in the meantime. Build a [Reporting](/knowledge-app/referral/reporting/overview) dashboard using the **Product Sharing** metrics, which cover product views, views and visitors from shared products, and the orders, revenue and AOV those shares drive.
## I Can't Edit the Reward, Holdout or Share Link
The version is live, queued or in the past. Versions become read-only once launched, so you cannot accidentally change what customers are seeing. Create a new draft version, make your changes there, and launch it. See [the campaign editor](/knowledge-app/referral/campaigns/manage/the-campaign-editor).
## Delete, Pause or Resume Is Missing from the Menu
Row actions reflect what the campaign can actually do. **Delete** only appears where the campaign can be archived, which excludes a campaign that has ever been launched. **Pause** and **Resume** appear according to the campaign's current state. An action that would only produce an error is hidden rather than shown.
## See Also
When the tag shows the share link.
Hash tracking and UTM parameters.
Adding an incentive to an existing campaign.
Issues affecting all campaign types.