Troubleshooting Steps
If you have the Meta conversion API enabled but are not receiving events in your Meta Events Manager, follow these steps to troubleshoot the issue:
1. Check Admin Access on Meta Pixel
Ensure the profile connected to Cometly is an admin on the Meta pixel (also known as a dataset). To do this:
Go to your Meta Events Manager.
Navigate to the Pixel section.
Verify that the profile connected to Cometly has admin access.
If the profile is not listed as an admin, you need to add it.
Click on 'Add People' and enter the profile details.
Assign the admin role to the profile.
2. Verify Domain White Listing
If you are using domain whitelisting in the Meta pixel settings, ensure your domain is whitelisted. Cometly sends the URL where the event was tracked as the event source URL in the server conversion API payload. To check this:
Go to your Meta Events Manager.
Navigate to the Pixel settings.
Look for the domain whitelisting section.
Ensure your domain is listed here.
If it is not, add your domain to the whitelist.
3. Configure the Conversion API as an Integration
Ensure that the conversion API is configured as an integration in Meta. Here’s how you can check and manage integrations:
Go to your Meta Events Manager.
Navigate to the Integrations section.
Click on 'Manage Integrations'.
Look for the Cometly conversion API and ensure it is configured correctly.
4. Avoid Multiple Conversion APIs
Ensure that you do not have more than one conversion API enabled. Meta allows only one conversion API to send server events. Having multiple CAPIs active for the same funnel can lead to conflicts and incorrect data attribution. Make sure to disable other systems and retain only the one linked with Cometly.
Go to your Meta Events Manager.
Navigate to the Conversion API section.
Check if there is more than one conversion API enabled.
If you find multiple APIs enabled, disable the unnecessary ones.
Retain only the Cometly conversion API to avoid conflicts.
Resync Your Facebook Ad Account
To ensure the integration configuration is up-to-date, navigate to the "Integrations" page in Cometly. Click 'Resync' next to your Facebook profile to synchronize the latest configurations.
By following these steps, you should be able to troubleshoot and resolve issues where events are not showing up in the Meta Events Manager despite having the Cometly conversion API enabled. If the problem persists, consider reaching out to Cometly support or Meta support for further assistance.
Facebook Processing Delays Occasionally, data sent via the conversions API to Facebook Events Manager can take up to 48 hours to be processed and displayed. For this reason, it is important to allow enough time before concluding that there is an issue.