If numbers are missing or look wrong, most causes are visible in your dashboard within a minute. This article shows where to look first and what to send us if you need help.
In this article
1. Check Account Health
Tracify continuously checks your ad accounts, your tracking and the data delivery. Open Settings › Account Health or click the health score at the top right of your dashboard.
Critical: issues that block accurate reporting, for example ads with incorrect URL parameters or a disconnected ad account. Each issue has a button that takes you to the fix.
Warnings: issues that affect data quality, for example first-party tracking that is not set up yet.
Resolved errors can take up to a day to disappear from the list.
2. Fix tracking parameter errors
Ads without the Tracify parameters cannot be attributed. Settings › Tracking Errors lists every affected ad per platform with its ad ID and the tracking URL.
Filter by platform and ad account.
For Meta, click Bulk Fix to add the parameters to all affected ads at once. For other platforms, open the ad in the ad platform and add the parameters as described in the setup article of the channel, for example How do I set up Facebook/Meta?.
Click Refresh. The fix is usually visible after about a minute.
3. No or too little data in the dashboard
Is the tracking script loading? Settings › Activity shows the incoming events of your store in real time. If no page views arrive, the script is not loaded on your pages. Check the integration under Settings › Shop System and make sure all landing pages and advertorials contain the script: Tracking requirements: what to check before you start
Are the ad accounts connected? Spend and ad names come from the ad platforms. Check Settings › Integrations for disconnected accounts.
Do your ads carry the parameters? See section 2. Redirects or link shorteners can drop the parameters on the way to your shop.
Is the date range right? Tracify only has data from the day the script went live. Touchpoints before that are unknown, so the first days show more direct traffic than usual.
Which preset is selected? Presets with selected touchpoints, such as AI - Paid Media, show fewer orders than your shop has: How do included touchpoints influence your attribution data?
💡 Tip: Ad blockers and browser protection reduce the share of visitors Tracify can measure. First-party tracking loads the script from your own domain and is blocked far less often: How to configure first-party domain tracking
4. No data in the browser extension
The extension is installed and you are logged in with your Tracify account: Install the browser extension
The columns in the ad platform are set up as described in the setup article of the channel, for example Set up the columns in Meta Ads Manager
The extension uses the same preset and date range as your dashboard, so compare like with like.
The ad platform is set to English and the bookmark URL of the Ads Manager has no additional parameters.
Restart the browser after installing or updating the extension.
5. Report an issue
If the checks above do not solve it, contact us via the chat bubble in your dashboard or at [email protected]. Please include:
The store and the preset you are looking at
The date range and the time zone
The affected campaigns, ad sets or ads, ideally with their IDs
What you expected and what you see instead, for example the numbers in your ad platform or shop system
Screenshots or a short screen recording of the dashboard or the extension
With this information we can usually reproduce the case directly and answer with a solution.