If you've followed the applicable troubleshooting steps and still can't determine why tracking isn't working, escalate the issue to your Besitos Account Manager or Implementation Team.
Providing complete information helps us investigate the issue faster and reduces the need to go back and forth for additional details.
Before you escalate
Complete the troubleshooting steps that apply to your issue first.
Issue | Next step |
Missing install or game progress | |
Postback isn't being received | |
Conversion or reporting data doesn't match | |
Reward is missing, incorrect, or reversed |
If you've completed the applicable troubleshooting steps and still need help, you're ready to escalate.
First, give it time
Some tracking and reward activity takes time to appear.
Before escalating, make sure you've allowed enough time for the expected activity to be recorded.
For example:
An install can take up to 24 hours to appear in My Games for iFrame integrations or in the in-progress state in the API experience for API integrations.
Game progress can take up to 24 hours for most games, although some offers may take longer. Check the game's Details for the expected reporting delay.
Rewards can remain pending during the applicable validation period.
See How Tracking Works and the applicable troubleshooting guide for more information about timing.
When to escalate
Escalate an issue when:
You've completed the applicable troubleshooting steps, and the issue remains unresolved.
You can confirm that the expected tracking or conversion activity should have occurred.
You see an unexpected change in tracking, conversions, or postbacks.
The issue affects multiple users, offers, or platforms, which may indicate a broader issue.
You need Besitos to investigate information that isn't available in your systems.
What to include
Give us enough information to identify the affected user and offer and understand what happened.
Information | What to provide |
Issue | Missing install, progress, credit, delivery, or data discrepancy |
Partner and user | Partner ID, exact user ID passed to Besitos, and existing support case (if any) |
Offer and goal | Game name, offer ID, and goal ID (if available), along with the expected reward |
Expected and observed | What should have happened; what the user and relevant reports show; last confirmed event and first missing event; estimated number of affected users |
Timing | Offer click; install or first opening; goal completion; latest check; timezone; stated reporting or pending period; deadline at risk |
Device and setup | Device model and OS; partner app or browser; game version if available; country; iFrame or API experience; permission and advertising-ID availability; VPN, proxy, relay, or blocker state |
Evidence and checks | Offer and progress screenshots; report filters and findings; transaction ID and status or code (if available); errors; checks completed; any settings changed and when |
Supporting evidence
Depending on the issue, this may include:
Screenshots
Postback information
Webhook or server logs
Conversion information from the Conversion Data API
Information from the Conversions report
Error messages
Transaction ID
Device or app information
You don't need to provide every type of evidence for every issue. Include what's relevant to the problem you're reporting.
Don't include passwords, API tokens, postback secrets, or full advertising IDs in a support request. Redact unrelated personal or payment information from screenshots. Share sensitive technical evidence only through an agreed secure channel when requested.
Include exact dates and times
Include the date, time, and timezone for each relevant activity.
When possible, include the date and time for:
Offer click
Install
Goal or qualifying activity
Conversion
Postback
When the issue was discovered
When comparing activity across Besitos reports, APIs, and your own logs, use the timezone documented for each source rather than assuming they all use the same timezone.
Tell us where tracking stopped
One of the most useful pieces of information you can provide is the last successful step and the first missing event.
For example:
The user clicked the game and installed it successfully, but it never appeared in My Games for an iFrame integration or in the in-progress state in the API experience for an API integration.
The conversion appears in the Conversions report, but our system did not receive the postback.
This is much more helpful than simply reporting that "tracking isn't working."
See How Tracking Works for an overview of the tracking process.
Single user or multiple users
Let us know whether the issue affects one user or multiple users.
One user
Include the specific user ID and device information.
Individual issues may be related to user eligibility, device settings, or other user-specific conditions.
Multiple users
Tell us:
How many users are affected, if known.
Which offers are affected.
Which platforms are affected.
When the issue started.
Whether the issue affects all activity or only some.
A problem affecting multiple unrelated users or offers may indicate a broader issue and should be clearly identified as such.
Where to escalate
For partner integration and tracking issues, contact your:
Besitos Account Manager
Implementation Team through your project Slack channel
Use the channel your Besitos team has established for your implementation.
When possible, keep related follow-ups in the same conversation or thread so the investigation history stays together.
Survey issues
For survey-specific issues, include enough information for the survey provider to investigate.
Include:
A screenshot of the error or issue.
The date and time it occurred, including the timezone.
The survey topic.
The survey length.
See Why might a user be disqualified from a survey? for more details.
What happens after you escalate
Your Besitos team will review the information you provide and determine the next steps.
Depending on the issue, we may:
Ask for additional information.
Investigate the activity in Besitos systems.
Work with the applicable advertiser or third-party provider.
Ask you to run a new test.
Retry a failed postback.
Correct or backfill applicable data.
Confirm that no further action is needed.
If we ask you to run a new test, use the applicable testing guide and provide the new test results. Preserve the original account, installation, and case evidence while the investigation is in progress.
Escalation checklist
Before sending your request, make sure you've included:
Partner ID
User ID
Offer name and ID
Offer type
Device and operating system
Date and time, including timezone
What you expected to happen
What actually happened
Last successful tracking step and first missing event
Troubleshooting steps you've already completed
Relevant screenshots, logs, or conversion information
Whether one or multiple users are affected
The more complete the information, the faster we can identify where the issue occurred and determine the next step.