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Support & Help

How to Get Support​

In-App Chat​

The fastest way to reach the Rinku team:

  1. Open Rinku dashboard
  2. Look for the Support or Chat icon (bottom right)
  3. Type your question
  4. Our team responds within 1-4 hours on business days

Best for: Quick questions, urgent issues, setup help

Knowledge Base​

You're reading it! Check the left sidebar for:

  • Getting Started guides
  • Detailed setup instructions
  • Best practices
  • Troubleshooting tips

Best for: Step-by-step guidance, understanding features

Email Support​

For detailed issues or feature requests:

Email: support@rinku.cc

Response time: 24-48 hours

Best for: Detailed technical issues, account problems

Common Questions​

Getting Started​

Analytics & Data​

Setup & Configuration​

Before You Contact Support​

Please try these first:

✓ Check Click Logs​

Go to Campaign → Click Log and verify:

  • Data is being tracked (if not, verify tracking link is used)
  • Parameters are passing correctly
  • Device/geo data looks reasonable

→ See Click Verification Guide

✓ Verify Postback URL​

In your Offer settings:

  • Copy the Postback URL
  • Verify it's configured in your affiliate network
  • Ask your affiliate to send a test postback

→ See Create Offer Guide

✓ Check Reconciliation​

If costs don't match:

  • Import your network's data
  • Review the discrepancy report
  • Check if discrepancy is normal (< 5%)

→ See Reconciliation Guide

✓ Review Routing Rules​

If traffic isn't going to the right offer:

  • Verify your rules match the actual data
  • Check rule conditions (e.g., if rule says "Country = US", verify US clicks exist)
  • Ensure offer weights are > 0

→ See Routing Rules Guide

Information to Provide​

When contacting support, include:

For Tracking Issues​

  • Campaign name or ID
  • Campaign URL
  • Traffic source (network name)
  • Sample click ID from Click Log
  • Geographic/device info of the clicks
  • Screenshot of Click Log if possible

For Postback/Conversion Issues​

  • Offer name or ID
  • Postback URL (from Offer settings)
  • Expected postback format (what your affiliate sends)
  • Screenshot of conversion status in Click Log
  • Last time a postback arrived

For Analytics Issues​

  • Campaign name
  • Date range of issue
  • Metric affected (clicks, conversions, ROI)
  • Screenshot if possible

Response Times​

ChannelHoursTypical Response
In-app chat1-4 hours (business days)Fast
Email24-48 hoursStandard
Urgent issues1-2 hours (mark as urgent)Priority

Business hours: Mon-Fri, 9 AM - 5 PM (UTC)

Feature Requests​

Have an idea for a new feature?

  1. Open in-app chat
  2. Describe your feature request
  3. Explain how it would help your workflow
  4. Our product team reviews all requests

System Status​

For maintenance windows, outages, or incidents:

Status page: status.rinku.cc

Follow for real-time updates on:

  • Scheduled maintenance
  • Service outages
  • Performance incidents

FAQ​

Q: How long does it take to track the first click?​

A: Usually 30 seconds to 2 minutes after you place the tracking link. Click manually to test.

Q: Why aren't postbacks arriving?​

A: Most common causes:

  1. Postback URL not configured in affiliate network
  2. click_id not being passed to affiliate
  3. Postback URL has typo
  4. Affiliate network delay (some have 24-48 hour delay)

→ See Click Verification Guide

Q: Can I change my campaign after creation?​

A: Yes, most settings. Some limitations:

  • Cannot change pricing model (CPC ↔ CPA) after creation
  • Cannot change traffic source after creation
  • Can change offer, routing, domain anytime

Q: Do I have to pay for support?​

A: No, support is included with all plans.

Q: Can I export all my data?​

A: Yes. In Analytics, use Export → CSV or XLSX to download your data.

Still Need Help?​

Click the support chat in the bottom-right corner of your dashboard — our team is here to help!