Tracking isssues? See how to resolve them!

This help center article provides a step-by-step guide to troubleshoot and resolve server-side and offline tracking issues with Reaktion's plug'n'play solution for ecommerce agencies and stores. 

Issue: Looking at data prior to Reaktion Server-side Tracking integration

Primarily, the utmost crucial aspect while considering tracking is to concentrate on the period following the integration of Reaktion's tracking solution into your Google Ads or Facebook Ads account. By doing so, you gain access to pertinent data that empowers you to make informed decisions, thereby enhancing the effectiveness of your advertising campaigns significantly.

It's important to note that viewing data before the implementation of Reaktion's tracking solution is not feasible, as it does not allow us to track conversions that occurred prior to the integration.

Issue: My Pixel is tracking more than Reaktion's Server Side tracking or Offline Conversion Tracking

In cases where your Google/Facebook pixel is tracking more than Reaktion's Server Side tracking or Offline Conversion Tracking, the first step to do is to check your Pixel Setup. 

- To do so, log in to your Reaktion account, click on Tracking > Select Google Ads or Facebook Ads > Click on Pixel Mapping

Issue: Reaktion Tracking reporting 0 value? 

This issue can be caused by multiple uncompleted set-up tasks, so please make sure you double-check if all of them were completed successfully:

- Insert "Checkout Tracking Script" 

This is an essential task to ensure that Reaktion Tracking is working as expected. If you are missing a tracking script, you will see a banner in the top section of your screen notifying you which shop the tracking script is missing for.

To understand how to insert a tracking script for your shop please check out THIS article.

*Please note that if this task is NOT completed, it can also be found in your task manager in the bottom right corner of your Reaktion screen.

- Accept "Google Ads Data Terms"

Accepting Google Ads Data Terms is very important for our Server Side tracking solution and needs to be completed with other onboarding tasks. 

To understand how that is done, please access THIS article.
*Please note that if this task is NOT completed, it can also be found in your task manager in the bottom right corner of your Reaktion screen.

- Accept "Enhanced conversions for leads" 

Accepting Enhanced conversions for leads is very important for our Offline Tracking solution and needs to be completed with other onboarding tasks.

To understand how that is done, please access THIS article

*Please note that if this task is NOT completed, it can also be found in your task manager in the bottom right corner of your Reaktion screen.

Issue: Both Reaktion Server Side Tracking & Reaktion Offline Tracking reporting 0 value? 

This issue happens because we lost access to your Add Account or Webshop Integration. 

In order to fix this issue, simply navigate to your Navigation menu > Data Sources > My Data Sources

From there, simply click on the Manage button of the data source you wish to refresh access on > click Source Settings > Click Refresh Access

Issue: Was a Conversion Config created for this webshop and ad account?

Reaktion uses Conversion Configs to send the tracking data to an Ad Account. If and Add Account is missing "Conversion config" from the webshop(s) it sends traffic to, then our tracking will be 0.

Click HERE to check whether the right Webshop was selected and that it sends the data to the correct Ad Account(s). *You will need to go to S2S settings and then navigate to the correct marketing channel.

Issue still persists despite having made sure all settings were correctly set up? 

We are sorry to hear that! Please contact our support team and share all the relevant screenshots and the date when the tracking stopped working and we will be happy to assist you further!