Check the setup banner
Open the affected store in TrackVerity. Finish any missing item shown in the setup banner: theme tracking or snippet, webhooks, or pixel.
Check storefront tracking
- SNIPPET SILENT appears after no storefront signal for more than 24 hours on an established store.
- For Shopify, confirm that TrackVerity Tracking is enabled under App embeds and saved.
- For a manual Shopify install, confirm that the script and correct snippet key remain before the closing head tag.
- For WooCommerce, confirm that the plugin is active, enabled, and has the correct Snippet key.
Check order delivery
- WEBHOOK SILENT appears when the storefront is active but no order webhook has arrived for more than 72 hours.
- Guided Shopify installs register webhooks automatically. Manual installs need the five documented order and refund webhooks.
- WooCommerce needs the current one-time API key saved in the plugin.
Check the channel
- NO PIXEL means no enabled destination is attached to the store.
- TOKEN INVALID means the platform rejected the credential or Google account access.
- RELAY FAILING means more than 20 percent of at least five finished relay attempts failed during the last 24 hours.
- Regenerate rejected Meta or TikTok tokens. For Google, check uploader access, customer ID, and conversion action ID.
Allow for normal delays
- Meta and TikTok purchases are normally queued for about 15 minutes.
- Google requires a gclid and can remain queued until the click is at least 13 hours old.
Read the Event log
Green relay dots are sent, red are failed, amber are queued or retrying, and dim dots are skipped. If orders never reach the Event log, investigate the store connection first. If orders appear but relays fail, investigate the destination channel.
Good to know
When you contact support, include the store domain, order ID, approximate order time, and the warning code. Do not send platform access tokens in chat or email.