Troubleshooting

Start with Saúde do rastreamento (Tracking Health) on the account page. It monitors CRM freshness, actionable configuration blocks, and actionable permanent Google or Meta rejections. Envios e qualidade (Delivery & Quality) is for aggregate metrics, not diagnosing one event. See also Monitoring and Tracking Health.

Nothing appears in Recent Events

Likely cause	What to do
The CRM did not call the URL	Open Integrações de CRM → Tentativas de webhook recentes. With no attempts, review the CRM webhook and URL/token.
No ad platform is connected or configured	Connect Google Ads or Meta in Integrações de anúncios. See Connecting Google Ads.
Journey skipped the stage for safety	Check stage, `deal_id`, platform destination, and email/phone or click ID. See below.
The connection shows Expirada (Expired)	Select Reautorizar (Re-authorize) on the integration page.

Journey: skipped stage

Journey prefers skipping a milestone to sending the wrong one. It skips the stage when:

the stage cannot be resolved, is not configured, is inactive, or is marked Não enviar (Do not send);
deal_id is missing;
the stage has no destination: a Ação de conversão do Google (Google conversion action), Evento Meta (Meta Event), or both;
no identity is available for the platform to match, such as email, phone, or click ID.

Open Saúde do rastreamento for an available diagnosis and review Jornada de conversão. For a manual webhook, expand an event's Dados recebidos and confirm the mapped paths in Field Mapping.

A skipped stage does not become a plain conversion or receive an average value instead. Correct the cause before sending the next milestone.

An empty Value sent is not a Journey error. Journey does not send value by default. Value is present only when Enviar receita real is active on an eligible stage and the CRM provided positive revenue.

Automatic retry or permanent delivery failure

In Journey, a temporary failure — such as a timeout, instability, or temporary platform limit — is retried automatically. It does not appear in Tracking Health as a customer incident while retrying.

A permanent failure is a Google or Meta rejection that will not change by waiting, such as an invalid Google action, permission issue, or rejected data. It appears as a delivery failure and can create a Tracking Health diagnosis. Internal TC failures, opaque platform failures, and receipt percentages alone are not shown there as customer incidents.

Google Ads delivery failure

Check in this order:

In Google Ads, enable Enhanced conversions for leads and accept the data terms.
Confirm the Customer ID and, if applicable, Manager Account ID (MCC).
Confirm the conversion action is exclusive to True Conversions and is not also fired by a tag/GTM or another integration.
For Journey, check the action on every stage sent to Google: Primary for Otimizar campanhas, Secondary for Medir, and a different action for every active stage sent to Google. A Medir stage sent only to Meta does not need a Google action.
Check email/phone and, when available, gclid in Field Mapping.

If Google reports the conversion already exists, normally no action is needed: the same milestone is not sent twice.

Meta does not connect or send

Run Conectar Meta again and grant business, ad account, and dataset/pixel access.
Confirm the Dataset / Pixel ID is filled in.
If it is Expirada, select Reautorizar.
In Journey, confirm the stage's Evento Meta. For click-to-WhatsApp leads, also confirm the WhatsApp event when that field is available.

Details: Connecting Meta.

The same deal appears twice (RD Station)

This can happen when RD Station Marketing and RD Station CRM are both connected for the same funnel. Choose one source of truth and disable or ignore the corresponding stages in the other. For the full deal funnel, use RD Station CRM or a manual webhook: Connecting RD Station CRM.