Common issues

Updated May 28, 2026 · Troubleshooting

Tracking is not firing at all

Symptom: dashboard shows zero live sessions; DevTools Network tab shows no requests to t.yourdomain.com.

Causes and fixes:

Snippet not loaded: View source on the live page; confirm the <script> tag is present in <head>. If you used a tag manager, confirm the tag is published and live.
Wrong site ID: check data-site-id matches the value on your dashboard install page exactly.
CNAME not resolving: dig <name>.yourdomain.com from a terminal; it must resolve to the exact Value shown in your Connect-your-domain modal. If it does not, see CNAME setup.
Ad blocker: test in a private/incognito window with no extensions. If it works there, the issue is a blocker on your test machine, not on real visitors.

Events fire but ad IDs are missing

Symptom: events arrive but gclid / fbclid / ttclid are blank, so attribution defaults to direct.

Cause: the ad platform stripped the ID from the destination URL (this happens with some redirect chains and with iOS link previews).

Fix: confirm the ad's destination URL has the ID intact when you click it. For Facebook, use the FB Ad URL preview in Ads Manager and click through; the resolved URL in your browser bar should contain fbclid=.

Facebook CAPI events being rejected

Symptom: Platform Health shows a yellow chip on Facebook with "X events rejected in last hour".

Causes and fixes:

Missing required field: open the rejection panel; most common is missing value + currency on Purchase events. Add them in your push call.
Hashed email malformed: hashes should be lowercase, trimmed, then SHA-256. Our snippet handles this automatically; only an issue if you bypass it.
Token expired: re-authorize in Settings > Integrations > Facebook.

Attribution looks off (revenue assigned to wrong source)

Symptom: a Purchase that you know came from Facebook is attributed to direct.

Causes and fixes:

First touch was incognito or different browser: the user came from Facebook on mobile, then re-came back direct on desktop and bought. Cross-device requires identify to fire on both devices.
First-touch model selected: confirm the attribution toggle is on last-touch (default). First-touch would credit the very first session, even if it was direct.
Long gap between touch and purchase: if more than 90 days pass between the FB click and the Purchase, the fbclid cookie has expired. The traffic looks direct.

"Trial ended, you cannot use the dashboard"

Symptom: you log in and see a trial-expired screen.

Fix: click Upgrade and complete checkout. Your data is preserved; only the dashboard UI is gated. If you completed checkout but the gate persists, log out and back in once.

Still stuck?

Email [email protected] with the site ID and a one-line description. Most tickets are resolved same-day.

Frequently asked questions

Why is my dashboard showing zero live sessions?

The snippet is usually not loading. View source on the live page and confirm the script tag is in the head, check that data-site-id matches your dashboard, confirm the CNAME resolves, and test in an incognito window with no ad blockers.

Why are gclid and fbclid blank so everything attributes to direct?

The ad platform stripped the click ID from the destination URL, often through a redirect chain or an iOS link preview. Confirm the ad's destination URL still contains the ID when you click through from Ads Manager.

Facebook is rejecting my CAPI events. How do I fix it?

Open the rejection panel in Platform Health. The most common cause is a missing value and currency on Purchase events; add them in your push call. A token expired error means you re-authorize under Settings > Integrations > Facebook.