# Postback Troubleshooting

When a postback is configured correctly, the tracker will record the conversion, which will appear in the tracker campaign in Reports — Conversions.

If the target action on the offer is completed but there is no conversion in the tracker, it is necessary to determine at what stage the configuration issue occurred and fix it.

Let's look separately at the ways to receive postback to the tracker. Postback can be sent either by the advertiser or affiliate network, or by a script added to the offer code, for example JS adapter.

# Postback is sent by the affiliate network

Let's consider the workflow for sending conversions from the affiliate network to the tracker:

A click comes to the tracker via the campaign link.
The tracker generates a click identifier subid.
The click converts on the offer.
Using the API, the affiliate network retrieves the data of conversion and the tracker click parameter value — subid.
The affiliate network sends a postback to the tracker via the postback URL that is added to the affiliate network account. The subid value is passed back to the tracker in the postback so that the tracker can determine which click to record the conversion for.

If the conversion is not recorded, there was a problem issue at some step.

Check if the subid click parameter is correctly passed to the affiliate network offer:

# If the offer is set up in the tracker locally and uploaded via an archive

The tracker automatically passes subid to a local offer via the campaign link. If a landing page is set up before the offer in the campaign flow, make sure that the transition from the landing page to the offer is configured correctly.

To ensure the affiliate network receives the subid value, add the following line to the offer form code:

<input type="hidden" name="sub1" value="{subid}" />

Where sub1 must be replaced with the parameter that the affiliate network can use to receive the tracker click value. The parameter is unique for each affiliate network, so it is worth clarifying which parameter is used in the system.

Learn more about passing conversions via API to affiliate networks.

# If the offer is set up in the tracker via redirect with an offer URL

The subid parameter must be sent in the offer URL. This can be configured in two ways:

Create an affiliate network in the tracker using a ready-made template or create a template manually if it is not available in the system.

On adding a created template to the offer, the parameters from the Offer Parameters section in the template are automatically passed to the offer URL, so adding parameters to the URL manually is not required.

If working without a template, enter the parameters into the offer URL manually.

If the configuration is correct, continue to check the postback log in Maintenance → Logs → Postbacks.

# Fixing errors in the Log

# Error `Incorrect subid "". Postback ignored.` or `SubID not found`

These errors signify that the affiliate network did not pass the actual subid click value of Keitaro in the postback. The tracker did not record the conversion in the statistics.

Check that the postback URL in the affiliate network correctly specifies the click parameter sent from the affiliate network to the tracker: subid={sub1}, where sub1 is the parameter in which the affiliate network received the tracker click value from subid.

If the above causes are excluded, contact the affiliate network to find out why the correct subid value is not being passed in the postback. There may be technical issues with sending.

# Error `Incorrect postback code`

Such errors point that the correct postback key of the tracker is not specified in the postback URL.

To resolve the issue, check the tracker key in Maintenance → Postback URL and replace the key—value in the postback URL on the affiliate network side.

# No records in Maintenance → Logs → Postbacks

Ensure that the postback URL field in the affiliate network account contains the tracker postback URL. To check the current key, open Maintenance → Postback URL.

# If postback sending is configured using scripts from the offer code

The script will send the postback with the conversion to the tracker when the click goes through the campaign link to the page with the script.

If the conversion is not recorded, check the configuration as follows:

Check that the subid value is passed to the page from which the postback is sent. Use the instructions for checking the transfer in the local page code or in the page link.
Ensure that the postback URL in the script is replaced with your tracker's URL from the Maintenance — Postback URL section.

The example script from the documentation:

<?php
file_get_contents('POSTBACK_URL/postback?subid=' . $_COOKIE['subid'] . '&status=lead');
?>

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Ready—to—use example for embedding in the page code:

<?php
file_get_contents('https://demo-en.keitaro.io/f1ec56f/postback?subid=' . $_COOKIE['subid'] . '&status=lead');
?>

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Check the section Maintenance → Logs → Postbacks. The error Click for subid not found occurs for the following reasons:

The subid value is not passed to the page with the script;
Other scripts overwrite the value in the page code.

Check the configuration and eliminate factors that affect the sending of subid to the postback script.

If the postback log is empty, check the configuration of postback sending from the page code.

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