Tracking depends on accurate data recording and sharing between your platform, Besitos, game studios, and attribution providers (MMPs). Each has its own systems, rules, maintenance schedules, and uptime, so delays or gaps can occur even when your integration and device settings are configured correctly.
Because multiple systems are involved, a missing install or game goal doesn't always mean the same thing. Start by identifying the last step that was recorded successfully and the first step that is missing. This helps narrow down where the tracking flow may have stopped and which part of the process to investigate.
For an overview of the tracking lifecycle, see How Tracking Works.
Before you start
Capture as much of the following information as possible:
Full user ID passed to Besitos
Click ID, if available
Offer name and ID
Game name
Affected goal or milestone
Device model and operating system
Game version, if available
Date and time of the offer click
Date and time of installation or first opening
Date and time of goal completion, if applicable
Whether the game appears in My Games in the iFrame or in the in-progress state in the API experience
Current game progress
Screenshots of the offer and game progress
Any available conversion or transaction information
Build a timeline from the offer click to installation, gameplay, goal completion, conversion, and reward. Include the timezone for each timestamp whenever available.
Preserve the original installation and account while investigating. Do not reinstall the game, clear app or browser data, reset or delete the advertising ID, or create another account. These actions can complicate the investigation and do not establish new-user eligibility.
1. Check the expected timing
Before treating missing activity as a tracking failure, check the reporting timing for the game.
Allow up to 24 hours for a game to appear in My Games for iFrame partners or in the in-progress state in the API experience for API partners.
Some games have longer progress-reporting delays. For iFrame partners, check Details on the game card for the applicable timing.
Reward release can have a separate pending period from activity reporting.
Flag a deadline at risk or a pattern affecting multiple users promptly, even if the reporting window has not yet elapsed.
2. Confirm the offer and installation path
Confirm that the user:
Started the offer from the Besitos experience.
Followed the offer's install link.
Installed the game on the intended device.
Used the same device to play the game.
Met the offer's eligibility requirements.
If the offer requires a new user, confirm that the user had not previously installed, signed up for, or participated in the game, including through another rewards service.
If these requirements were not met, the activity may not be attributable to the offer.
For the full platform and device checklist, see User & Device Tracking Requirements.
Do not have the user reinstall the game to try to establish attribution.
3. Check whether the install is recorded
For an iFrame experience, open My Games and check whether the game appears.
For an API experience, check the in-progress state in your API experience to see whether the game appears.
If the game appears
The install has been recognized. Continue to step 4.
If the game does not appear
If the applicable reporting period has not elapsed, continue to monitor the expected reporting window.
If the reporting period has elapsed, continue to step 5.
4. Check the missing goal or progress
If the game appears but a goal or milestone is missing, confirm:
The user completed the required action.
The user completed the action within the applicable goal window.
The user used the same device.
The user used the correct game and offer.
Required tracking settings remained enabled.
For an iFrame experience, check the game's goal timeline and any available completion or missed-goal timestamps.
For an API experience, check the progress and goal information available through your implementation.
Game goal windows can be expressed in hours rather than calendar days. For example, a one-day goal window represents 24 hours from the applicable starting event. Check the specific goal's starting event and deadline rather than assuming every goal uses the same timing.
If progress remains missing after the stated reporting period, identify the last confirmed event and the first missing event.
5. Check whether Besitos recorded the activity
Use the Besitos Admin Portal to determine whether the install, goal, or conversion was recorded.
Open Reports > Conversions.
Set a date range covering the installation or goal completion and the applicable reporting period.
Record the date range and timezone used.
Search using the full user ID passed to Besitos.
Match the offer and specific event or goal using the available names and identifiers.
Record the event date, note, reward, payout, status, and transaction ID, if available.
Don't assume the report UI, API, and your own system logs use the same timezone. Use the timezone documented for the specific report or API.
If you don't have access to the reports, ask your account administrator or Besitos contact to perform the lookup using the same identifiers and date range.
If the event is recorded
The issue may be downstream from attribution or conversion reporting.
If the conversion was recorded but the user was not credited, continue to Check delivery and partner-side crediting.
If the event isn't recorded
Review the user's installation path, eligibility, device requirements, and the applicable reporting delay.
If those checks are complete and the event remains missing, escalate the case to Besitos.
An empty report does not necessarily mean tracking failed. Report filters, timing, test activity, and whether an event generated a reportable conversion can affect what appears in reporting.
6. Check delivery and partner-side crediting
If Besitos recorded the conversion but your system did not credit the user, investigate the handoff from Besitos to your system.
For postback integrations:
Check the conversion's Status and Code, where available.
A 200 HTTP response indicates that your receiving system acknowledged the request. It does not confirm that your application credited the user.
Check Retry Failed Postbacks, when available.
Have your technical team check the same transaction in its receiving and credit records.
Confirm which user the event was assigned to and whether credit was applied or held.
For API integrations, have your technical team verify that the conversion was retrieved and credited to the correct user.
If the conversion was recorded and delivered but the user's balance is unchanged, further device troubleshooting is unlikely to explain the issue.
For detailed postback troubleshooting, see Troubleshooting Postback Delivery Failures.
7. Check reward status or reversals
If the goal or conversion is recorded but the expected reward isn't available, determine whether the issue is a reward-state problem rather than a tracking problem.
If the reward is pending, check the applicable pending or release period.
If the reward is reversed, review the conversion and reversal information.
If the recorded reward is zero, check the conversion note and the applicable goal requirements.
For detailed reward troubleshooting, see Troubleshooting Missing, Incorrect, or Reversed Rewards.
8. Determine whether the issue is isolated or widespread
Document whether the issue affects:
One user or multiple users
One offer or multiple offers
One platform or multiple platforms
A specific time period
A single-user issue may point to eligibility, device, installation, or attribution.
A pattern affecting multiple users or offers may indicate a broader tracking, integration, advertiser, or attribution issue.
Aggregate Offer Wall or traffic reporting can help identify broader patterns, but it does not confirm that a specific user's click or conversion was recorded.
When to escalate
Escalate to Besitos when:
The user and device meet the documented requirements.
The offer was started through the correct Besitos flow.
The applicable reporting period has elapsed.
The expected activity is still missing.
Besitos and partner records disagree.
Multiple users are affected.
Tracking stopped at a specific time.
An active goal deadline is at risk.
Your team cannot inspect the next step in the tracking lifecycle.
For help creating a thorough ticket, see How to Escalate a Tracking Issue.