Why a conversion was not recorded: a troubleshooting checklist
Check the tracking link, click identifier, event, postback, duplicates, attribution and hold period if an expected conversion is missing from your report.
First, identify exactly what is missing
A missing conversion and unavailable funds are different situations. An event may have been recorded but still be awaiting approval or the end of the hold period. Start with the conversion report and its filters: the period, campaign, offer and status must match the transaction you are checking.
Before contacting support, prepare the campaign, click and event identifiers, the expected result type and the time with its time zone. Do not include passwords, postback secrets or unnecessary personal data about the visitor.
1. Check the link and redirect chain
Was the campaign link used, or the advertiser's direct address? Was the click recorded? Was its identifier preserved through intermediate redirects? A link shortener, your own landing page or an additional redirect can change the parameters.
If there is no click, it is too early to look for an error only in deposit reporting. First reconstruct the click-through path. If the click exists, compare its identifier with the one stored by the advertiser.
2. Check the event against the offer terms
Make sure the payable action actually occurred. For an offer that pays for a first deposit, registration alone does not generate a CPA reward. A repeat deposit may also fail to qualify as an FTD.
Check the country, traffic source, action date and attribution window. A record in the advertiser's system does not automatically mean that all offer terms have been met. A specific rejection must be addressed using the rules and the transaction data.
3. Check postback delivery
The advertiser must establish whether the event was sent, to which address and what response was received. An authorization error, incomplete parameters or an invalid format may prevent processing. The HTTP response alone does not always explain the final status: check the event record and processing log.
Keep the same transaction identifier when retrying. Creating new numbers to work around an error can lead to incorrect accounting. The S2S postback guide explains the basics of the exchange.
4. Rule out duplicates and delays
If the same event has already been accepted, duplicate prevention may stop a second conversion from being created. This is expected behavior. Also check the processing queue and report update delay: the absence of a row immediately after an action does not prove that data has been lost.
Compare reports over the same interval. An event near midnight may appear on different dates in different time zones. A filter based on click time may also differ from a filter based on conversion time.
5. Check the reward status
If the conversion exists, open its status: awaiting review, approved, rejected or reversed. Check the rejection reason and hold period. Do not treat a provisional amount as available for withdrawal before all conditions have been met.
Hold periods and approval affect funds, but do not replace the search for a missing event. If none of these steps identifies the cause, send the collected identifiers and timeline to support for reconciliation with the advertiser.