Having trouble with the Refer 3, Get Yours Free program? Here are answers to the most common issues.
Referrals
Q: My friend says they ordered, but I don’t see it.
A: Make sure they used your referral link. If it doesn’t appear in your back office after 24 hours, contact Support with their name and order number.
Q: My referral’s order was under $44. Does it count?
A: No — only orders of $44 or more qualify.
Q: My referral clicked my link but already had an account. Does it count?
A: No — only brand-new customers qualify.
Points
Q: I reached 3 referrals, but no points yet.
A: Points are deposited on Fridays. If it’s been over a week since your 3rd referral, contact Support.
Q: My points expired. Can they be reinstated?
A: No — expired points cannot be reissued.
Q: I cancelled an order paid with points. Do I get them back?
A: Yes — points will return to your account if still within the 90-day expiration period.
Q: I forgot to apply points at checkout. Can Support fix it?
A: No — points must be applied during checkout.
Q: Why didn’t my points cover my full order?
A: Points reduce product subtotal only (not tax or shipping). If your points don’t fully cover the subtotal, you’ll need to pay the balance.
Login & Access
Q: I can’t log in to my back office. What should I do?
A: Your back office at my.frequense.com uses the same email and password you use for frequense.com. If you still can’t log in, use Forgot Password or contact Support for help.
👉 Done referring? Head back to the Overview » or check out the General FAQ ».
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