At a glance: Most frequent questions asked by integrated partners/ad networks.
Data - postbacks and reports
Why don't I see the event value or revenue in the event postback or on the dashboard?
| Reason | Solution |
|---|---|
|
Revenue macro is not included in the postback configuration. |
Send an email to integrations@appsflyer.com and request to add the relevant macro and your receiving parameter in case they are not included in the postback. |
|
Revenue data is not included in the event message shared with ZendeskConnect. |
|
|
Advertiser chose not to share the revenue value with the ad network. |
More information about sending event data and possible scenarios.
Why don't I receive in-app event postbacks?
| Reason | Solution |
|---|---|
|
In-app event postback is not configured on the integration level |
Send an email to integrations@appsflyer.com and request to configure in-app event postback (provide the desired in-app event postback template). |
| Mapped in-app event is not triggered or not reported to ZendeskConnect | Contact the Advertiser and ask them to verify that the event is triggered and the in-app event mapping is configured correctly. |
| Advertiser didn't select the in-app events for which postbacks are sent under In-app event settings | |
| The in-app event happened outside of the in-app event postback window |
Why is the click data missing in the postback?
| Reason | Solution |
|---|---|
| Click value is missing from the attribution link. | Verify that click parameter and value are included in the click attribution URL. |
| There is no correlation between the parameter defined in attribution link VS in the postback. | Verify that the click parameters are correctly defined in the click attribution URL and in the postback. |
| The install/in-app event is not attributed, and therefore there is no campaign-level or click data. |
Why are there missing dashboard parameters in the postback?
| Reason | Solution |
|---|---|
| The advertiser didn't define any value for the dashboard parameters. |
|
Why is the S2S event data from the advertiser is missing or incorrect?
| Reason | Solution |
|---|---|
| The Advertiser didn't correctly configure sending S2S data to ZendeskConnect. | Contact the advertiser and ask to verify the configuration. |
Why don't I receive re-engagement postbacks?
| Reason | Solution |
|---|---|
| Re-engagement postback is disabled in ZendeskConnect backend | Send an email to integrations@appsflyer.com to verify that re-engagement postback is enabled in ZendeskConnect backend. |
| Your postback template does not have re-engagement identifier flag. | Send an email to integrations@appsflyer.com and ask to add the identifier if it's missing. |
| Retargeting parameter is not included in a click attribution URL, and therefore re-attribution cannot get recorded in ZendeskConnect. | Make sure the parameter is_retargeting=true is added into the click attribution URL. |
Why don't I receive re-attribution postbacks?
| Reason | Solution |
|---|---|
| Your postback template does not have re-attribution identifier flag. | Send an email to integrations@appsflyer.com and ask to add the identifier if it's missing. |
|
Retargeting parameter is not included in a click attribution URL, and therefore reattibution cannot get recorded in ZendeskConnect. |
Make sure the parameter is_retargeting=true is added into the click attribution URL. |
Why don't I receive correct event identifiers on event postbacks?
| Reason | Solution |
|---|---|
Macro (mapped-iae) is not integrated in the in-app event postback. |
Send an email to integrations@appsflyer.com with your
and request to integrate the macro. |
| Advertiser or agency didn't configure the partner event identifier correctly or at all. |
If the click attribution URL contains ask the agency to check if the partner event identifier is correctly configured on their dashboard. If not, ask the advertiser to check if the partner event identifier is correctly configured on their dashboard. |
Why can't I see the campaign-level data for non-attributed traffic on postbacks?
| Reason | Solution |
|---|---|
| Even if the Advertiser allows sending you postbacks for traffic attributed to all sources, ZendeskConnect does not share with the partners the campaign-level data attributed to other partners. | N/A |
Why can't I export reports?
| Reason | Solution |
|---|---|
|
The larger the specified date range, the larger the generated file. Large files may require more time to download.
|
Specify a shorter time range for the report. |
| Too much browser cache can prevent the request from sending out. | Clear browser cache and try again, or try exporting the report from a different browser. |
Account related topics
Why don't I see the app in my dashboard?
| Reason | Solution |
|---|---|
| The Advertiser did not grant relevant permission to your Ad Network. | Contact the Advertiser, and ask them to enable Ad Network Permissions using these instructions. |
Why can't I configure the integration with the advertiser?
| Reason | Solution |
|---|---|
| The advertiser did not grant you permission to configure the integration. |
Request from the advertiser to make sure that the following permissions are granted to you:
|
Why does the advertiser fail to grant permissions to ad network team members?
| Reason | Solution |
|---|---|
|
If the Advertiser receives an error message Unable to add team members, please enter valid emails of the ad network team members, it means that the specified email address is not added as a Team Member under your Partner Account. |
Check if the contact email is listed as a team member in your account. Note: only account admin and team members with relevant admin capabilities can add new team members. |
Why is the integration with the app not active in the dashboard while it definitely should be active?
| Reason | Solution |
|---|---|
| The integration was activated by an agency, and not by the advertiser. Ad network setup is visible to ad networks themselves only when the advertiser (app owner) configures it. |
No further action required. Once the agency activates the integration, attribution and postbacks work normally. |
I don't receive password recovery emails
- Check your spam folder.
- Clear the browser cache or open ZendeskConnect in a different browser.
- Try to reset your password again (wait at least 20 minutes after the previous request).
- If you still don't receive the password recovery email, contact Support (support@appsflyer.com) to check the status of your email.
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