Postback not arriving: what to check

Find your symptom on this page. To check, you need the subid of the click for which you expected a conversion. Owners and admins can see the Logs («Логи») section.

Where to look

• Logs → Postbacks — what the tracker received from the affiliate network. The log keeps the latest 2,000 records; older ones are deleted.
• Logs → Clicks and leads («Логи → Клики и лиды») — the click card with the Conversions («Конверсии») and Event delivery («Доставка событий») blocks.
• Logs → Event delivery — conversion recording, outgoing postbacks and Facebook events with their state and result, see Event delivery log.
• Campaign → Statistics («Статистика») → Conversion log («Лог конверсий») — the campaign's accepted conversions, see Campaign conversion log.

To see the tracker's response, open the postback URL in your browser with the subid of your test click, see Check.

The conversion did not appear

Open Logs → Postbacks and enter the click's subid in the Search («Поиск») field.

Responses that mean the conversion was not recorded:

• {"ignored":true} — the status is listed in the ignore_status parameter of the postback URL. Remove the value from the list if you need such conversions.
• “no currency rate found for the event date; add the rate in the settings and retry” («курс валюты на дату события не найден; добавьте курс в настройках и повторите») — there is no rate for the currency from the currency parameter or for the offer's currency. Add the rate on the Settings → Currencies («Настройки → Валюты») tab, see If there is no rate.
• invalid currency — currency is not a three-letter Latin code, for example an unreplaced network macro.
• temporary error, retry later and Tracker maintenance in progress — a temporary failure or tracker maintenance. The network should repeat the request later.

The other responses are listed in Tracker responses.

The tracker responded ok, but there is no conversion — find the Conversion record («Запись конверсии») row by subid in Logs → Event delivery. In the Pending («Ожидает») state the conversion is still being recorded: the tracker retries the recording on its own.

The conversion is in the log but not in the report

• By default, a report assigns a conversion to the click date. A conversion from yesterday's click goes to yesterday, see Attribution: click date or conversion date.
• The click belongs to another campaign. It is shown in the click card, in the Campaign («Кампания») field.
• The conversion type has the in conversions («в конверсиях») or in revenue («в доходе») checkbox cleared: the conversion is not included in the Conv. («Конв.») column or in revenue. The checkboxes also apply to conversions already recorded.

The status is wrong

The order in which the status is determined is described in How the status is determined.

• All conversions arrive as leads. In the URL from Settings → Postback («Настройки → Postback»), the status value is constant, for example status=lead. Replace it with the network's status macro. An empty status is also recorded as lead.
• The network status is recorded as is, for example approved. It is not in the conversion types or in the lead_status, sale_status, rejected_status lists of the postback URL. Create a conversion type on the Settings → Conversions («Настройки → Конверсии») tab and enter the value in the status= values (comma-separated) («Значения status= (через запятую)») field. The status of conversions already recorded does not change.
• The status is mapped to the wrong value. One value is listed in several types — the type created earlier applies. Lists from the postback URL take precedence over types.
• You need hold, but the network sends a different word. It cannot be set through the lists in the URL: create a type with Hold chosen in the Canonical status («Каноничный статус») list.
• A sale did not change to a lead or hold. After sale, the tracker skips lead and hold with the same txid. The line “Late transaction status for … — skipped” appears in Logs → Postbacks.
• A sale did not change to a lead or hold, and postbacks arrive without txid. If a sale without txid is already recorded for the click, the tracker skips lead and hold without txid. The line “Late status without txid for … — skipped” appears in Logs → Postbacks, see Postback without txid.
• A status change created a second conversion. The network sent the new status with a different txid or without one, see the Duplicates section.

The payout is zero or wrong

Where the amount comes from is described in Payout and currency.

The payout line does not contain the subid. Clear the Search field and find it next to the “Processing subid …” line of this postback.

The line “The cost parameter is empty or not substituted for … — cost from the postback not taken” («Параметр cost пуст или не подставлен для … — расход из постбека не взят») means that cost received an empty value or an unreplaced network macro. The conversion is recorded the same way as for a postback without the cost parameter.

Changing the payout in the offer settings does not change conversions already recorded.

The postback to the source was not sent

Open Logs → Event delivery, enter the subid in the Subid field and click Find («Найти»). The last 7 days are shown by default.

No S2S row for the conversion

The tracker did not create a send. Causes:

• The campaign has no source selected or no URL set. Open the campaign, the S2S postbacks («S2S-постбеки») tab: at the top are the Campaign postbacks («Постбеки кампании»), and below them the Source postbacks («Постбеки источника») block with the source's active URLs. Setup is described in S2S postback to the source and Campaign and source S2S postbacks.
• The source uses the Separate URL for each status («Отдельный URL на каждый статус») mode, and there is no row for the conversion's status, see how rows fire.
• The campaign URL has the checkbox by its row number cleared, for example Postback 1 («Постбек 1»), or a different status selected.
• The conversion type has the send postback to source («слать постбэк в источник») checkbox cleared. It turns off both the source's and the campaign's postbacks.
• A repeat or a payout correction arrived with the same txid and the same status. A send is created only for a new conversion and on a status change.
• The URL was added after the conversion was accepted. URLs are fixed to a conversion at the moment it is accepted.
• The conversion was loaded by import without the Send outgoing S2S and CAPI («Отправлять исходящие S2S и CAPI») checkbox.

The row exists, but the state is not “Done” («Выполнено»)

Retry sends the previous URL: a corrected URL applies to new conversions. After you click it, the tracker again makes up to 12 automatic attempts. The other results and the retry rules are in Values of the Result column. If a Facebook event was not sent, see If an event was not sent.

Duplicates

Two conversions for one click

One conversion is a pair of the click's subid and txid. A second row for the same click appears when the txid differs. Compare the Txid column in the conversion log or Transaction («Транзакция») in the click card:

• The rows have different txid values — the network sent two transactions. To change the status of the same conversion, the network must pass the previous txid.
• One row has a txid, the other has an empty Txid column, and the click card shows “No txid” («Без txid»). The network does not pass the transaction ID in every postback, or one of the URLs still has an unreplaced macro like {txid}, [txid], %txid%, #txid#, <txid> or ${txid}: the tracker treats it as an empty value. Add txid with the network's macro to all postback URLs.

Postbacks without txid for one click do not create a second row: one conversion remains, with the latest status and amount. lead and hold after a sale are skipped. The full rules are in Transaction ID, duplicates and conversion corrections.

The recipient accepted the event twice

• A send with the “Receipt not confirmed” result was repeated with the Retry button, although the recipient had already accepted the event.
• The network repeated a postback without txid — the tracker sent the event to the recipients again. An exact repeat with txid is not sent.
• The status changed, for example from lead to sale. This is a separate event, not a duplicate.

If the source and campaign URLs match after macro substitution, the recipient gets one request.