API & integration issues

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?

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