Spend extension: errors and how to fix them

The spend extension shows the result of the last collection in its window below the Collect now («Собрать сейчас») button: “Rows accepted: … · days: …” («Принято строк: … · дней: …») or an error text. The auto-collect result is visible there too when you open the window. Panel messages appear on the Settings → Spend («Настройки → Расходы») tab; it's visible to the owner and the admin.

How to read a collection error

• The extension passes days one at a time, from today to earlier ones. Days passed before the error have already been accepted by the tracker. The day collection stopped on wasn't accepted: a day isn't loaded partially.
• One extension message can have several causes; they're listed below.
• After fixing the cause, click Collect now. If the Auto-collect every 30 minutes («Автосбор каждые 30 минут») checkbox is checked, the next run happens by itself.

Extension key

Enter the extension key from the tracker settings

This message («Укажите ключ расширения из настроек трекера») means the extension has no saved key.

1. Create a key in Settings → Spend, in the Connect profile («Подключить профиль») block, with the Create key («Создать ключ») button. The key is shown once.
2. In the extension window, paste the key into the Extension key («Ключ расширения») field.
3. Click Save («Сохранить»). The message “Settings saved” («Настройки сохранены») appears.

For step-by-step instructions, see the Extension for Facebook spend page.

Invalid key

The message («Некорректный ключ») appears on save: what you pasted into the Extension key field isn't a key. A key starts with trk_, followed by 40 characters: digits and lowercase Latin letters from a to f. Copy the whole key, without spaces inside.

Extension key is invalid or expired

This message («Ключ расширения недействителен или истёк») means the tracker didn't accept the key. Causes:

• the key has expired: a key from the Spend tab is valid for 90 days;
• the key was revoked in Settings → API («Настройки → API»);
• the user who created the key was deleted, or their role became lower than admin;
• the key was created in another tracker installation.

In Settings → API, in the API tokens («API-токены») block, extension keys are labeled “Extension spend” («Расходы расширения»), with the expiry next to them: “Until …” («До …») or “Expired …” («Истёк …»). If the key isn't in the list, it was revoked, or its creator was deleted or demoted. More on the API tokens page.

Create a new key on the Spend tab and save it in the extension, as in the section above. The new key replaces the old one.

The key has no access to spend

This message («У ключа нет доступа к расходам») has these causes:

• The license is a trial. Spend collection works with a paid license, see Trial.
• The extension has a token with “Summary reports” («Сводные отчёты») access, created on the API tab. Create a key on the Spend tab.

License

Tracker license inactive; we'll retry after renewal

This message («Лицензия трекера неактивна; повторим после продления») means the license has expired, was revoked or isn't confirmed, see License expiry and Renewal and orders. Once the license is active again, repeat the collection.

The spend extension is available after you pay for a license. Spend collection is disabled in the trial.

A panel message («Расширение для расходов доступно после оплаты лицензии. В пробной версии сбор расходов отключён.»). On a trial license, the Spend tab shows it instead of the settings. The Open license («Открыть лицензию») button below it leads to the License («Лицензия») tab.

Ads Manager session and account

Open Ads Manager with the selected ad account

This message («Откройте Ads Manager с выбранным рекламным аккаунтом») means the extension didn't find an Ads Manager session or an ad account number. They're kept until the browser is closed: after restarting the browser, open Ads Manager again.

1. In the same browser profile, open Ads Manager at adsmanager.facebook.com or business.facebook.com.
2. Select the ad account you need.
3. Open the extension window. It should show the lines “Ads Manager session found” («Сессия Ads Manager найдена») and “Account …” («Аккаунт …») with the account number.
4. Click Collect now.

While the window says “Open Ads Manager” («Откройте Ads Manager») or “No account selected yet” («Аккаунт ещё не выбран»), collection won't start. The extension collects one account: the one whose number is shown in the “Account …” line.

Couldn't determine the account currency or timezone

This message («Не удалось определить валюту или timezone аккаунта») means Facebook responded without the account's currency or time zone. Check in the “Account …” line that the right ad account is selected, and repeat the collection.

Time zone

The time zone isn't configured in the tracker: the extension takes it from the ad account, and accounts with different time zones are collected into one workspace.

Tracker timezone must match the account: …

This message («Timezone трекера должна совпадать с аккаунтом: …») comes from extension versions below 1.1.0. They accept only accounts in the time zone that used to be set in the spend settings, and after the colon they show the time zone of the selected account. The version is shown in the browser's extension list.

1. Open Settings → Spend and click Download extension («Скачать расширение»).
2. Unpack the archive over the old extension folder.
3. In the browser's extension list, click the reload button on the “Team name · Spend” («Название команды · Расходы») extension. The version changes to 1.1.0 or later.
4. Repeat the collection.

If you loaded the extension from a different folder, the browser treats it as new: paste the key again, see Step 4.

Currency rate and a rejected day

The tracker didn't accept the spend: check the account's currency rate in the tracker

Extension versions below 1.1.0 show “Check the timezone and currency rate in the tracker” («Проверьте timezone и курс валюты в трекере») in this case.

This message («Трекер не принял расход: проверьте курс валюты аккаунта в трекере») means the tracker didn't accept the day. Causes:

• There's no rate for the account currency on the spend date. Spend is converted to USD at the rate for that day; an account in USD doesn't need a rate.
• The daily limit is exceeded: 100 ad accounts or 100 000 ads across all accounts.
• An ad with the same ID has already been loaded for this day from another ad account.
• The date or time on the computer is set incorrectly.

Rates are on the Settings → Currencies («Настройки → Валюты») tab. A suitable rate is a manual one dated no later than the spend day, or an automatic one no older than 7 days before that day if the Automatic rates («Автоматические курсы») checkbox is on. If there's no such rate, add a manual one and repeat the collection, see Currencies and rates.

Snapshot or settings conflict

This message («Конфликт снимка или настроек») has these causes:

• The ad account's currency differs from the one this day was already accepted in. The tracker doesn't replace such a day.
• Two collections of one day arrived with the same time and different data. Click Collect now again.

Graph API

These messages relate to the extension's requests to Facebook and to the Graph API field in the extension window.

Collection didn't finish

Collection took more than two minutes; reduce the period and try again

This message («Сбор занял больше двух минут; уменьшите период и повторите») means the run used up the two minutes it's given. Days passed before the stop are accepted.

1. Reduce the Days back («Дней назад») value. From 1 to 31 is allowed, the default is 3.
2. Click Save.
3. Click Collect now.

The period always starts from today, see Spend collection.

Period: 1 to 31 days

The message («Период: от 1 до 31 дня») appears on save. Enter an integer from 1 to 31 in the Days back field.

Collection already running

This message («Сбор уже идёт») means the previous collection hasn't finished yet, for example an auto-collect. Open the extension window in a couple of minutes: it will show the result of that collection.

Tracker: HTTP …

This message («Трекер: HTTP …») means the tracker responded with a code the extension has no separate text for.

• 429: too many requests from one address. Repeat the collection in a minute.
• 500 and above: the tracker didn't process the request. Repeat the collection later. If the code repeats, check the services on the System status page.

A message in English

Such text comes from the browser: the request to Facebook or to the tracker failed, or no response arrived in time. Check your internet connection and repeat the collection.

The days table on the Spend tab

The State («Состояние») column shows “Queued” («В очереди») while the day's spend is being distributed across campaigns, then “Applied” («Применено»). The table refreshes automatically.

Failed to apply spend. Retrying in a minute; check the DB, the 100000 ads/day limit and ad_id uniqueness across accounts.

This message («Не удалось применить расходы. Повтор через минуту; проверьте БД, лимит 100000 объявлений/день и уникальность ad_id между аккаунтами.») means the tracker accepted the day but couldn't distribute the spend across campaigns. It retries by itself once a minute; no new collection is needed for that. After a successful attempt, the state changes to “Applied”.

The No clicks column isn't zero

A non-zero value in the No clicks («Без кликов») column isn't an error. Some ads have spend for the day, but no clicks with their ID in the field selected in the Ad ID field («Поле с ID объявления») list. Their total is in the Unmatched, USD («Не привязано, USD») column and doesn't get into reports. Check that the campaign link passes the ad ID into this field. The next collection repeats the matching, see Spend collection.

The archive doesn't download

Check the panel domain and logo in the installation configuration

A panel message («Проверьте домен панели и логотип в конфигурации установки») after you click Download extension. The archive is built for the panel address and logo of this installation. It isn't built if the panel address in the installation configuration isn't written in the form https://panel.example.com, or if the saved logo isn't a PNG of 270 × 57 pixels. Where the configuration is stored is covered on the Installation files, ports, services and logs page.