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API & integration issues

FAQs

FAQs

We're seeing an error with the engagement tracking services. Can you assist?

We're seeing an error with the engagement tracking services. Can you assist?

We're seeing an error with the engagement tracking services. Can you assist?

Troubleshooting engagement tracking issues:

  1. Common Issues:

  • Click tracking domain misconfiguration

  • SSL certificate problems

  • CNAME record issues

  • Tracking domain validation errors


  1. Verification Steps:

  • Check tracking domain setup

  • Verify CNAME records

  • Validate SSL certificates

  • Test tracking links


  1. Resolution Steps:

  • Review tracking domain settings in UI

  • Update DNS records if needed

  • Verify tracking domain validation

  • Check for any system status notifications


  1. Best Practices:

  • Regular tracking domain validation

  • Monitor engagement metrics

  • Set up backup tracking domains

  • Keep SSL certificates current

For persistent tracking issues, check the status page and contact support with specific error messages and affected tracking domains.

Why can I only see data from the last 10 days? How do I store data for longer?

Why can I only see data from the last 10 days? How do I store data for longer?

Data retention strategies:

  1. Standard Retention:

  • UI metrics available for 10-day rolling window

  • Event data has specific retention periods

  • Different metrics may have different retention periods


  1. Long-term Storage Solutions:

  • Set up webhooks to capture real-time data

  • Store data in your own database

  • Use scheduled reports for historical data

  • Export important metrics regularly


  1. Best Practices:

  • Implement webhook data collection early

  • Set up automated exports

  • Consider using the Events API

  • Archive important metrics

Data retention strategies:

  1. Standard Retention:

  • UI metrics available for 10-day rolling window

  • Event data has specific retention periods

  • Different metrics may have different retention periods


  1. Long-term Storage Solutions:

  • Set up webhooks to capture real-time data

  • Store data in your own database

  • Use scheduled reports for historical data

  • Export important metrics regularly


  1. Best Practices:

  • Implement webhook data collection early

  • Set up automated exports

  • Consider using the Events API

  • Archive important metrics

Data retention strategies:

  1. Standard Retention:

  • UI metrics available for 10-day rolling window

  • Event data has specific retention periods

  • Different metrics may have different retention periods


  1. Long-term Storage Solutions:

  • Set up webhooks to capture real-time data

  • Store data in your own database

  • Use scheduled reports for historical data

  • Export important metrics regularly


  1. Best Practices:

  • Implement webhook data collection early

  • Set up automated exports

  • Consider using the Events API

  • Archive important metrics

Why am I getting permissions-related errors when my API key has correct permissions?

Troubleshoot permission errors:

  1. Common Causes:

  • API key scope mismatch

  • Account access level restrictions

  • Incorrect permission combinations

  • Recently changed permissions not yet propagated

  • In case of multiple accounts, verify that the API key corresponds to the right account


  1. Resolution Steps:

  • Double-check API key permissions in UI

  • Verify each required permission is explicitly granted

  • Ensure permissions match endpoint requirements

  • Create new API key if permissions recently changed

Why am I getting errors when trying to make API calls?

Common causes and solutions for API errors:

  1. Authentication Issues:

  • Verify API key format and validity

  • Check API key is being passed correctly in headers

  • Ensure API key hasn't expired

  • Confirm proper Authorization header format (Authorization: <API_KEY>)


  1. Rate Limiting:

  • Watch for 429 status codes

  • Implement proper retry logic

  • Space out requests appropriately

  • Consider upgrading plan if consistently hitting limits


  1. Request Format:

  • Validate JSON syntax

  • Check required fields are present

  • Ensure proper content-type headers

  • Verify endpoint URLs are correct

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