Resolve Tracking Issues in Reaktion for E-commerce Stores

This article provides a step-by-step guide to troubleshooting and resolving server-side and offline tracking issues with Reaktion’s plug-and-play tracking solution for ecommerce agencies and online stores.

Issue: Looking at data from before Reaktion Server-Side Tracking was integrated

When troubleshooting tracking, it’s important to focus on the period after Reaktion’s tracking solution was integrated with your Google Ads or Meta Ads account.

Reaktion can only track and report conversions that occurred after the tracking solution was successfully implemented. Therefore, data from before the integration is not available in Reaktion.

Issue: Reaktion Tracking is reporting 0 value

This issue can be caused by one or more incomplete setup tasks. First, please check the  Task Manager to make sure all required onboarding and tracking tasks have been completed.

Complete the "Checkout Tracking Script" task

The Checkout Tracking Script is essential for Reaktion Tracking to work as expected.

If the tracking script is missing, you’ll see a banner at the top of your Reaktion account indicating which webshop is missing the script.

Please note: If this task has not been completed, it will also appear in the task reminder at the top of your Reaktion account and in your Task Manager.

Accept "Google Ads Data Terms"

Accepting the Google Ads Data Terms is essential for Reaktion’s server-side tracking solution and must be completed as part of the onboarding process.

Please note: If this task has not been completed, it will also appear in your Task Manager.

Accept "Enhanced conversions for leads"

Accepting Enhanced conversions for leads is essential for Reaktion’s Offline Tracking solution and must be completed as part of the onboarding process.

Please note: If this task has not been completed, it will also appear in your Task Manager.

Accept "Enhanced conversions"

Accepting Enhanced conversions is also important for data quality and tracking accuracy.

For all three Google Ads conversion settings tasks mentioned above, please refer to this guide.

Ensure admin access to each Ad Account

When an ad account is added via an MCC account, please ensure that the user adding the data source has admin access not only to the MCC account, but also to each individual ad account that you wish to integrate with Reaktion.

Ensure you have admin access to each Ad Account

If an ad account is added through an MCC account, make sure the user adding the data source has admin access to both the MCC account and each individual ad account you want to integrate with Reaktion.

Issue: Was a Conversion Config created for this webshop and Ad Account?

Reaktion uses Conversion Configs to send tracking data to an Ad Account. If an Ad Account does not have a Conversion Config for the webshop(s) sending traffic to it, Reaktion will report 0 conversions.

You can check My Tracking to verify that:

• The correct webshop is selected.
• The webshop is sending data to the correct Ad Account(s).
• There are no unrelated Ad Accounts connected to the webshop.

If the webshop is sending data to unrelated Ad Accounts, please remove the redundant Ad Accounts.

Issue: My Pixel is tracking more conversions than Reaktion’s Server-Side or Offline Tracking

If your Google or Meta Pixel is reporting more conversions than Reaktion’s server-side or offline tracking, the first step is to check your Pixel Setup.

To do this:

1. Log in to your Reaktion account.
2. Go to Tracking.
3. Select Google Ads Tracking or Meta Ads Tracking
4. Click Pixel Mapping.
   

Make sure you map only the Pixel that corresponds to a purchase/sale.

Only a purchase-related Pixel should be selected. Selecting additional Pixels can cause revenue and conversion figures to be inflated, which may affect the accuracy of your reports.

Issue: Reaktion Server-Side Tracking or Offline Tracking worked before, but is now reporting 0 value

This usually happens when Reaktion has lost access to your Ad Account or webshop integration.

To refresh the access:

1. Go to Data Sources > My Data Sources in the left-hand panel.
2. Find the data source you want to refresh.
3. Click Manage.
   
4. Go to Settings.
   
5. Click Refresh Access.

Issue: Profit and POAS metrics are not available in my Reaktion dashboards

Please refer to this article to make sure that server-side or offline tracking is selected as the reporting method in Reaktion.

Issue: Reaktion conversion events show "Need attention" in Google Ads

Please refer to this article for instructions on selecting the appropriate tracking method in Reaktion.

Issue: The problem still persists after checking all settings

If you’ve checked all of the settings above and the issue still persists, we’re sorry to hear that!

Please contact our support team and provide:

• Relevant screenshots of your setup and any error messages.
• The date when the tracking stopped working.
• Any other information that may help us investigate the issue.

Our support team will be happy to investigate and assist you further.