Global Support - Stitch Integrations Troubleshooting Guide

1. If a user has stated that their ad costs are not showing in reporting you may use this as a first step to try to diagnose the issue.

2. Go to the GS audit pinboard (linked above) and filter to the source/promo codes in question by using the Promo Code filter at the top of the board

3. Once you’ve filtered on the source/promo codes you should refer to the column ‘Is Error?’. If the value = ‘True’ then look to the ‘Invalid Fields’ column to see the invalid reason code.

4. Invalid Reason Code Definitions

5. If the promo code is not coming up when you filter to it, it is likely an indicator that the stitch connection is broken and not setup. You will then need to follow the troubleshooting steps to figure out why it is broken.

6. Check to see if the account is setup in Stitch by looking to see if the integration is setup.

7. If it is setup, does it follow the correct naming convention?

8. Facebook - {Affiliate Name/Abbreviation}_facebook_{identifier}

9. Google - {Affiliate Name/Abbreviation}_google_{identifier}

10. If yes, are the correct tables checked for Tables to Replicate?

a. Facebook: ads_insights

b. Google: AD_PERFORMANCE_REPORT

c. Bing: ad_group_performance_report

11. If the correct tables are checked, are the correct fields checked for tracking?

a. Facebook:

i. adGroup

ii. clicks

iii. cost

iv. Day

v. impressions

b. Google:

i. Ad Network

ii. Campaign

iii. Clicks

iv. Cost

v. End Date

vi. Start Date

vii. Impressions

c. Bing:

i. Report_datetime (default),

ii. AccountID (default),

iii. AdGroupName,

iv. Clicks,

v. Impressions,

vi. Spend

vii. TimePeriod (default)

12. If all of the above is setup correctly please reach out to the client and ask them to provide an export out of their ad platform of the promo/source codes in question to see if the ad set names are correct and follow the following naming structure:

a. Free Source Codes

i. {Source Code}:{List}:anything else

ii. {Source Code} {List} anything else

iii. {Source Code}|{List}|anything else

Example: X300W100 LIBWEALT This is free form text

b. Paid Promo Codes

i. {Promo Code}:{Primary Item}:anything else

ii. {Promo Code} {Primary Item} anything else

iii. {Promo Code}|{Primary Item}|anything else

Example: POXFV100 OXF This is free form text

13. If the ad set names are not in the above format you will need to have them correct the ad set names and then the ad spend should pull in on the next run.

14. If the next run does not balance out the costs you will need to ask the client to do a daily export out of their ad platform (Facebook/Google/Bing) which includes the start/end date, the ad name, and the ad spend. They will then need to submit a support ticket which should be escalated to the D&A Team so that they can update the costs tables with the spend provided from their ad platform. PLEASE NOTE: This situation should be rare, but from experience this is what can cause ad costs to not match what was in stitch. They had more than one item or list associated with one code, causing duplicate costs.