How can we help you?
How can we help you?
There are several issues that you may encounter when using the Platform tracking pixel (Tracker) as your revenue integration. It is not always immediately clear exactly what is the cause of the problem, and sometimes there can even be multiple causes. This article has been written to help you identify potential issues and solve them.
Like any other revenue integration, there are many different symptoms that can occur when using Platform tracking. The most common of these are:
Other problems may also occur, however the symptoms are almost always caused by one of a handful of core problems, as we’ll explore below.
When you have issues with conversion tracking and are using the Platform tracking pixel, the cause of the problem is usually:
You will need to carry out different steps depending on the particular symptom that you’re seeing in the Platform. It’s a good idea to go through each of these guides to ensure that you’ve tried everything before contacting our Support Team.
Your tracking parameters need to be set up correctly and accurately in order for your conversions to be tracked and attributed in the right way. To double-check these, follow these steps:
If the tracking code is not inserted into your website pages correctly, conversions may not be tracked. For information about how to view and how to check the correct placement of your code snippet, please read our Help article How to View the Tracking Pixel Code Snippet.
If your conversion types are incorrectly set up, you may encounter issues with the attribution of conversions. For more information about how to set up conversion types in the Platform, please read our Help article on Setting Up Conversion Types.
You can use grid filters to detect any destination URLs that do not have tracking parameters inserted. Just follow these steps:
By clicking the Admin link in the upper right of the Platform, you can check whether or not Platform Tracker files have been loaded. If so, you can check these to ensure they look accurate and formatted correctly.
If you do find issues, you can search our Help section for more information on specific error messages.
These @ values should really be dynamically populated values inserted server-side (instead of keeping the static @ placeholder value). Our system will de-duplicate conversions with the same orderId (ie. an order ID of: @ORDER-ID@). This could therefore explain why there is a lower conversion count loading into the Platform. If you don't need to utilize the orderId and price values in the conversion code, you can either:
If sitelink URLs are missing tracking parameters (i.e. {copy}), no conversions will be captured for that specific keyword/creative. To check the URLs have the tracking parameters, go to the Ad Extentions tab in the Platform or in the publisher.
The following article explains in more detail how to set up tracking for sitelinks: A Guide to Tracking Sitelink Conversions.