# HYROS Troubleshooting - Common Issues ## Before Troubleshooting **Try the 1-Click Setup first:** https://app.hyros.com/onboarding?new_tracking_setup=true Many issues are avoided by using the automated setup. --- ## Tracking Code Issues ### Code Not Firing **Symptoms:** No data appearing, tracking not working **Check these:** 1. Is the code inside `` before ``? 2. Did you save the file after adding code? 3. Is there a JavaScript error blocking it? (Check browser console) 4. Is the code on ALL pages or just some? **Fix:** - Clear browser cache - Test in incognito/private window - Verify code placement in page source (View Source) - Check for duplicate tracking codes ### Wrong Tracking Code **Symptoms:** Data going to wrong account, no data **Fix:** 1. Get fresh code from: https://app.hyros.com/tracking/universal-script 2. Make sure you're logged into the correct HYROS account 3. Replace old code with new code --- ## Integration Issues ### Integration Won't Connect **Symptoms:** OAuth fails, connection error, timeout **Check these:** 1. Are you logged into both platforms? 2. Do you have admin permissions? 3. Is your browser blocking popups? **Fix:** - Try different browser - Disable ad blockers temporarily - Clear cookies for both sites - Try incognito/private window ### Integration Shows Connected But No Data **Symptoms:** Green checkmark but no data flowing **Check these:** 1. Is there actual traffic/activity to track? 2. Are the correct events/conversions selected? 3. Has enough time passed? (15-30 min minimum) **Fix:** - Disconnect and reconnect integration - Check event/conversion settings in HYROS - Verify API permissions in the platform --- ## Ad Platform Issues ### Facebook Ads Not Tracking **Common causes:** - Pixel not firing - CAPI not configured - Wrong Pixel ID **Fix:** 1. Verify Pixel ID matches: https://app.hyros.com/integrations/facebook 2. Check Facebook Events Manager for incoming events 3. Use Facebook Pixel Helper extension to debug ### Google Ads Not Tracking **Common causes:** - Conversion action not set up - Wrong Customer ID - Auto-tagging disabled **Fix:** 1. Enable auto-tagging in Google Ads 2. Verify Customer ID in HYROS settings 3. Check conversion tracking setup in Google Ads --- ## E-Commerce Issues ### Orders Not Tracking (Shopify/WooCommerce) **Common causes:** - Thank you page missing code - Webhook not configured - Integration not connected **Fix:** 1. Check thank you/order confirmation page has tracking code 2. Verify webhook is active in platform settings 3. Reconnect the integration in HYROS ### Duplicate Orders **Common causes:** - Code firing multiple times - Both pixel and API sending data **Fix:** - Check for duplicate tracking codes - Review integration settings for deduplication - Contact HYROS support for dedup configuration --- ## Data Issues ### Data Delayed **Normal:** 15-30 minutes delay is typical **If longer:** - Check integration status - Verify API isn't rate limited - Check for platform outages ### Data Missing for Specific Source **Check:** 1. Is that source configured in HYROS? 2. Are UTM parameters correct? 3. Is the source URL being tracked? **Fix:** - Add missing source in HYROS - Verify UTM parameters: `utm_source`, `utm_medium`, `utm_campaign` - Check URL rules in HYROS settings ### Revenue Not Matching **Common causes:** - Currency mismatch - Refunds not synced - Test orders included **Fix:** 1. Check currency settings: https://app.hyros.com/settings 2. Verify refund sync is enabled 3. Filter out test transactions --- ## Quick Fixes to Try First 1. **Clear cache and cookies** 2. **Try incognito/private window** 3. **Disconnect and reconnect integration** 4. **Get fresh tracking code** 5. **Wait 30 minutes and check again** --- ## Still Need Help? If these don't solve the issue: 1. **HYROS Support:** Contact through the dashboard 2. **Documentation:** Check the full guide for your platform 3. **Community:** HYROS user community/Facebook group --- ## Source Last updated: 2026-01-02