How can we help you?
How can we help you?
This page serves to be a reference for issues that might be seen by clients regarding their revenue and conversions. Please review based on your Tracking method.
Fix: Check the Revenue Diagnostics page to see if the Platform received the revenue file and processed it without any errors. You can also check the Status widget in the Dashboard to see if the Platform received the revenue file and that it has finished processing. If the Platform did not receive the file, please check your system of record and FTP setup.
You can check if we received the required revenue file by applying the following filter in the Activity Log:
When looking at the results, you may notice entries on the 1st, 2nd and 3rd of a month (for example), but there are no entries for this user with the description on the 4th and 5th when you check on the 6th. This is an indication that we haven't received the required raw files and thus didn't have any data to process and upload into our interface.
We also recommend that you navigate to the Activity Log and download the revenue file just for today. Then open the file and check whether or not revenue data is present. If not, there's a very good chance that the day's data has not been sent for some reason.
If revenue is sent via FTP, please double check that the files were dropped in your FTP folder. Depending on the integration (i.e. DFA), revenue can be delivered late and therefore processed late in the Platform.
Fix: That usually means the Platform was unable to attribute any of the conversions in the file. Please check the following areas:
Fix: This usually means that the Platform was unable to attribute conversions for a small number of rows in the revenue file. As a result, you may see slightly lower conversions and revenue inside the Platform than expected.
Fix: This usually means that the Platform was unable to attribute conversions for more than 10% of the rows in the revenue file. As a result, you may see significantly lower conversions and revenue inside the Platform than expected.
For more information on failed revenue rows and why revenue could go unattributed, please read our Help article.
Fix: Review your Date of Click / Date of Conversion settings, located in Admin > Revenue > Conversion Types to ensure that your settings are correctly defined.
Fix: Review the following:
Fix: Check your Include in Total settings, located in Admin > Revenue > Conversion Types to ensure your conversion types are correctly defined and added to Total Conversions / Revenue.
If you are reloading revenue files via FTP that have data from more than 10 days in the past, the system may not automatically load into the Platform. If your data is still missing, please file a ticket with Support Services to manually load.
Fix: This usually means that this revenue file was sent in a format that is different than normal, and does not match with the revenue mapping designed to process this data. Please compare this failed file to a historical successful file seen in the Activity Log to view the formatting differences (i.e. the date format, the order of conversion types listed in the file, etc.).
Once you have identified the formatting error, update the revenue file to the correct format and reprocess. Depending on your integration, some revenue files require the file names and columns to be in a special format or appear in a certain order. Please double check your integration for these specific details and reupload.
Fix: Check the time zone that your client account is configured in ADMIN > Clients > select the client account > Time Zone). Tracker revenue data should be loaded and ready to view in the Platform before 9AM of the time zone for the specific client account. If you are currently viewing this account in a different time zone than the one that the client account is configured in, this may explain why the data appears to be coming in at a later time.
If you're sure that there is no issue with your time zone, a Tracker revenue upload job may be delayed for various reasons (for example, a new release or patch deployment). If you are still missing revenue data by 9am, please raise a ticket to Support.
Fix: Ensure that Revenue files have been uploaded from tracker by navigating to the Revenue Diagnostics page and checking to see that Tracker Revenue Upload files exist.
If no Tracker Revenue Upload files are present, the Platform is not seeing conversions for this client. There could be a variety of reasons. Please verify the following:
This can be from unattributed revenue rows or failed no matches found.
For more information on failed revenue rows and why revenue could go unattributed, see these Help articles:
When using the Platform Tracker, publisher tracking must be turned off or else discrepancies may occur. To check your settings, click into Channels > Manage Accounts and verify that the box next to Publisher Data says 'No Revenue and Conversion Data'.
See above for additional information about incorrect conversions.
Fix: Verify that the Publisher account is set to receive conversions and revenue from the publisher by navigating to the Revenue Diagnostics page and checking the Publisher Tracking section. Confirm Publisher cost reports have finished downloading by reviewing the Status widget on the Dashboard. If cost reports are not complete, please wait until they finish processing.
Fix: Verify that the Publisher account is set to receive conversions and revenue from the publisher by navigating to the Revenue Diagnostics page. If the publisher account is not set appropriately, click on the settings link to update this.
Please contact our Support Services team via the Contact Support button for further assistance.
If your website receives a very high amount of traffic, or there are too many rows in a report, Google Analytics will sometimes return data based on 'sampled' data. This refers to using a smaller dataset which is representative of a complete dataset. When this happens, you'll see a warning status advising that a Google Analytics download job has been sampled. Check the Activity Log to identify the affected profile(s). Please refer to content about Google Analytics Premium accounts for more info on accessing unsampled data.
You can learn more about sampled data from Google's Help article.
Verify that the Platform has been granted access to the Google Analytics account and that the correct profile is being used. You can also click on the failed status link to see the specific details of the error.
Please contact our Support Services team via the Contact Support button for further assistance.
When comparing revenue figures in the Platform vs Google Analytics, you will need to perform filters within GA to ensure you are only looking at paid search data. See these articles on how to filter in GA depending on your auto-tagging settings: