This General FAQ covers the most common questions from Surge members - from getting started and advancing, to support, training, and commissions. If you can’t find what you’re looking for here, reach out anytime at [email protected] or use the in-platform Intercom chat for faster support.

Once you join, you’ll receive an onboarding email with your login details and next steps. Start by watching the Orientation Recording, then attend a live training. Next, explore your dashboard, update your profile, and connect with your Mentor or sponsor for your personalized onboarding plan.

Scout: Refers qualified business leads - no closing required.
​Strategist: Engages, presents, and closes deals with Mentor oversight.
​Mentor: Leads and trains Strategists while ensuring quality and compliance.

Each level has unique access, earnings, and responsibilities defined in the Compensation & Qualification Plan.

Each advancement requires meeting specific performance milestones. For example, a Scout may advance to Strategist after submitting or closing a set number of qualified projects and completing required training. Mentor eligibility is by leadership nomination after consistent project success and compliance.

Use one of these official channels:

Recordings of all major sessions are uploaded within 24-48 hours. You can access these under Dashboard → Training → Training Library. However, live attendance is highly encouraged - it’s where you’ll get announcements, Q&A, and real-time updates.

Email [email protected] with as much context as possible, including dates, names, and screenshots if relevant. Reports are reviewed confidentially by the compliance team.

Simply email [email protected] and note your request. Your account can be paused or deactivated without penalty. If you return later, you may need to reverify your information or update your agreement depending on the time elapsed.

Commissions are paid once the project has been fully installed, inspected, funded, and verified through Surge’s payout process. Payments are typically released within 7–14 business days of funding confirmation, on the Friday following the week the payment was received. You can view all payment details under Earnings → Commissions in your dashboard.

Once the updated Surge CRM is live, you’ll be able to view all projects and their stages in your dashboard under Projects → Pipeline View. Until then, your Mentor or the Surge Operations team can provide updates directly via email.

Send an email to [email protected] with the project name, project ID, contract signed date, and expected payout amount. The finance team will review and respond within 3–5 business days.

At minimum, all members should complete:

Completing training consistently ensures you stay compliant and prepared for advancement.

See the Weekly Training Schedule & Calendar article in this Help Center, or check your dashboard under Training & Events.

You can always catch up through the Training Library. However, try to attend live when possible - it’s where Surge shares new tools, updates, and leadership opportunities.

Yes - but only approved logos, templates, and assets from the Brand & Trademark Use Guidelines. Do not create new variations, colors, or taglines. If unsure, email [email protected] for approval before posting or printing.

You’re encouraged to share educational content, training takeaways, and your personal journey (see the Social Media Marketing Guide). Avoid income claims, project specifics, or confidential information. Refer to the full Corporate Representation and Media Policy to ensure your activities are in alignment.

Depending on the severity, you may receive a warning, temporary suspension, or termination of account privileges. All members are expected to act with integrity, respect, and compliance at all times.

Go to the login screen and click Forgot Password. Follow the reset link sent to your registered email. If you don’t receive it within 5 minutes, check spam or contact [email protected]. If you're already logged into the platform and want to change your password, you can do so under Settings.

Log in to your dashboard and navigate to Settings → Profile to update your contact or business information. Payment details can be updated under Settings → Billing.

Your personalized referral URL is listed in your Team section. This link tracks new members you refer and assigns them to your team automatically.

Update your profile directly in your dashboard under Settings → Profile and email [email protected] to confirm the changes were received.

Contact [email protected] to discuss reinstatement. In some cases, you may need to complete additional compliance steps or sign updated agreements.

If your question isn’t listed here, reach out directly:
📩 [email protected] via email for a 24-48 hour response time
💬 In-app instant chat with Spark found in the bottom-right corner of the platform
📅 Friday Coaching & Q+A Session at 11 a.m. ET for live questions weekly