Use this guide to determine whether the issue is with the conversion, postback configuration, webhook, or your system's processing.
Before you start
Have these available:
User ID
Offer name/ID
Conversion or goal
Transaction ID, if available
Approximate conversion time
Your postback URL
Any response or error information from your endpoint
Then, confirm that Besitos recorded the conversion.
1. Confirm the conversion exists
Check the Conversions report or Conversion Data API.
Confirm:
The expected user is present.
The expected offer/conversion is present.
The conversion has a transaction ID.
The conversion occurred around the expected time.
If there is no conversion in Besitos, this is likely a tracking issue rather than a postback issue. See Troubleshooting Missing Installs or Game Progress instead.
If the conversion was recorded, continue to the next step.
2. Check your postback webhook
Verify that your postback webhook is configured correctly and available to receive postbacks.
Check:
Webhook URL
Required parameters
Authentication/security settings
User ID mapping
Macros or other dynamic values
Has or other validation settings
Whether the postback is enabled for the applicable offer or integration
Also check your server logs to determine whether the request reached your webhook and how your system responded.
If the request reached your webhook:
Confirm that your endpoint returned the expected successful response.
Check for application or validation errors.
Confirm that your system processed the transaction.
If the request didn't reach your webhook, verify that the URL is correct and that your endpoint is available.
See Postback Setup for details.
3. Find the failed postback
In the Besitos Admin Portal, open Retry Failed Postbacks.
Select the date range that includes the conversion.
Click Preview Failed Postbacks.
Find the postback for the applicable user, game, or conversion.
If you don't find the expected postback, recheck the conversion details and date range.
If the failed postback appears, review the available details and use them to identify the issue with your webhook or processing.
4. Fix the issue and retry
Once you've confirmed that your webhook is available and your configuration and processing are working correctly, retry the failed postback.
Use Retry Failed Postbacks to resend the postback. For detailed instructions, see Retry Failed Postbacks.
Before you retry
The retry sends the exact same postback payload. Your system should use the transaction ID to prevent duplicate processing.
Your system should:
Recognize an existing transaction ID.
Avoid crediting the same conversion twice.
Process a reversal when the same transaction ID is sent with the applicable reversal indicator.
See Postback Data for details about transaction IDs and reversal information.
After retrying, confirm that:
The request reaches your webhook.
Your webhook returns the expected successful response.
Your system processes the transaction correctly.
When to escalate
Escalate the issue if:
The conversion exists in Besitos.
Your postback configuration and webhook have been verified.
Your webhook is available and responding correctly.
The postback continues to fail.
You see repeated failures that you can't explain.
The issue affects multiple conversions.
When escalating, provide:
Partner ID
User ID
Offer ID or name
Transaction ID
Approximate conversion time
Postback URL
Error messages or response codes
Relevant server logs
Troubleshooting steps you've already completed