Troubleshoot a connection
Diagnose integrations that are disconnected, delayed or missing expected data.
Updated 9 August 2026Start with the scope of the gap
First decide whether the problem affects all website data, one platform, one event type or one date range. A precise scope prevents a connection problem being confused with a report filter, traffic rule or conversion definition.
Check the tracking installation, ecommerce app, consent behaviour and project selection.
Check platform status, account scope, permissions, currency and the selected period.
Check the store connection, webhook delivery, order status and duplicate handling.
Connection checklist
Confirm the project and period
Select the intended client and project. Remove unexpected report filters and use a period with independently known activity.
Read the integration status
Open Settings → Connections → Integrations. If a card is disconnected or invalid, reconnect it using an account with the required permission.
Check the source system
Confirm the campaign spent, order completed or webhook was delivered. Incendium cannot import an event the provider did not record or send.
Run one controlled test
Create a new visit or business event with a known time, source and value. Avoid relying on an old event whose conditions are uncertain.
Follow the data into reporting
Check the raw connection first, then channel or Location classification, then conversion and attribution. This isolates the layer where the result diverges.
Common causes
- An access token expired or the provider revoked permission.
- The wrong advertising or store account was selected.
- A script was removed during a theme or tag-manager release.
- Manual and app-based tracking are both installed, creating duplicates.
- Date, time zone, currency or status filters differ between systems.
- A webhook event type does not match the actual payment flow.
- A custom DataLayer changed without its mapping being updated.
- DNS or certificate validation for a subdomain is incomplete.
When to escalate
Record the project, connection, affected date range, expected result, actual result and one example identifier. Include the time of a controlled test and any provider delivery status. Do not send passwords, access tokens, webhook secrets or a customer’s tracking snippet in a support message.