Troubleshooting
Nothing shows up in Recent Events
First: Eventos recentes (Recent Events) and Ver todos (View all) only show events that produced a real delivery (sent or failed) to some ad platform. Two common cases make an event "disappear":
| Likely cause | How to check / fix |
|---|---|
| No ad platform is connected/configured on this account | The event is received and processed normally, but with nowhere to route to, nothing shows up here. Connect Google Ads under Integrações de anúncios (Ad Integrations) — see Connecting Google Ads. |
Value Optimization is enabled and skipped the event (unconfigured/inactive stage, or no deal_id) |
These events are skipped by design and won't show up in Recent Events or Ver todos. See the "Value rules aren't engaging" section below. |
| The CRM isn't sending the webhook | Check Tentativas de webhook recentes (Recent Webhook Attempts) on the CRM Integrations page. If nothing is listed there, the problem is on the CRM side (webhook not configured, pointing at the wrong URL, or removed). |
| The webhook URL is wrong or incomplete | Compare the token in the URL against the value shown on the CRM Integrations page. |
| The OAuth/token integration expired | Check whether the status shows Expirada (Expired) on the CRM or Ad Integrations page and click Reautorizar (Re-authorize). |
| The account is disabled | Confirm the account (client) is marked Ativa (Active) at the top of the page. |
| RD Station CRM / Pipedrive / ActiveCampaign: you expect intermediate stages but only Closed-Won fires | This is expected without Value Optimization enabled — see below. |
Events show up but with "Rejeitado" or "Ignorado" status in Webhook Attempts
- Rejeitado (Rejected) usually means an invalid token, malformed JSON, or a payload larger than 1 MB.
- Ignorado (Ignored) is expected for requests the CRM sends that True Conversions decides to drop before they become an event — e.g., a deal with no
deal_id, a deal from a funnel (pipeline) other than the one selected in RD Station CRM, or (Pipedrive/ActiveCampaign) a status change other than "won" while Value Optimization is disabled.
Value Optimization is enabled, but events are being skipped (no per-stage value)
With Value Optimization enabled, routing is fail-closed (see Value Optimization): an event is only sent if it resolves to an active, configured stage and has a deal_id. Otherwise it's skipped — nothing gets sent (no longer sent "at full value" like before). Skipped events don't show up in Recent Events or Ver todos (those screens only show real deliveries, to cut down on noise).
Most common causes:
deal_idisn't mapped. Go to Field Mapping and confirmdeal_idis mapped to the correct payload field.- Stage names don't match the exact text the CRM sends (manual webhook, Pipedrive, ActiveCampaign, or an RD CRM stage in "Outro" mode). Open a recent event, check Dados recebidos (Received Data), copy the exact value of the stage field, and compare it to the names configured in Value Optimization — spelling, accents, and casing must be identical. For RD Station CRM with a selected funnel, stages come from a dropdown and don't have this problem.
- The Stage Field is empty or points to the wrong path.
- The deal's first event arrived at a stage that isn't the Trigger stage — in that case it's skipped (there's no initial value to restate later). Confirm the Trigger stage really is the first stage a deal passes through.
- For Pipedrive/ActiveCampaign/RD Station CRM: Value Optimization needs to be enabled for the CRM to start sending intermediate stages — see the CRM-specific guides.
If you expand an event and the skip hint shows up in English (e.g.,
stage "X" not configured or inactive,no stage resolved) — that's expected right now: the reason text for skipped events hasn't been translated to Portuguese yet. The meaning matches this list.
Google Ads delivery failures
Expanding a failed event under Eventos recentes (Recent Events) shows a plain-language hint (in Portuguese in the app). The most common ones:
| Hint shown in the app | What it means | Fix |
|---|---|---|
| "Ative 'Conversões otimizadas para leads' no Google Ads…" | The Google Ads account doesn't have the feature enabled — every send fails until this is fixed | Google Ads → Goals → Conversions → Settings → enable Enhanced conversions for leads and accept the terms. See Connecting Google Ads |
| "Aceite os termos de dados do cliente no Google Ads…" | Feature enabled, but the customer-data terms weren't accepted | Same screen above — accept the terms |
| "O Google não conseguiu associar o clique do anúncio (gclid)…" | gclid missing, incorrect, or older than Google's conversion window |
Confirm the tracking script is installed and gclid is being captured and mapped — see Installation Guide and Field Mapping |
| "O Google já registrou esta conversão (ID de pedido duplicado)…" | Normal — it's already delivered, no action needed | — |
| "O gclid ou a credencial do Google parece expirado…" | Google OAuth token expired, or the click is older than the attribution window | Re-authorize Google Ads on the Ad Integrations page |
| "Verifique o Customer ID e… ID da conta de administrador (MCC)" | Permission error (403) — wrong Customer ID or missing MCC ID | Confirm the Customer ID and, if you access via a manager account, fill in the Manager Account ID |
| "Escolha a ação de conversão em Integrações de anúncios." | No conversion action was selected | See Connecting Google Ads — the checklist's step 2 · Plataforma de anúncios shows "Conectado — falta configurar" until this is done |
| "Faltou e-mail, telefone ou gclid para identificar o lead." | The event had no matching identifier at all | Confirm the email/phone mapping under Field Mapping |
| "Evento duplicado — já enviado anteriormente." | The same event (deal stage) was already processed | Normal, no action needed |
| "O processamento demorou demais…" | A one-off timeout | The event is retried automatically |
Value update (Restate) and "conversion not found": shortly after the initial (Trigger) upload, Google can take up to ~24h to process the initial conversion before accepting a value update. These failures are transient — True Conversions retries automatically (roughly 24h/48h/72h later) and they're hidden from the event lists (only the successful send shows). No manual action needed.
Delivery rate below 30% (warning on the Stats page) usually means hashed fields (email, phone) aren't in the expected format — check the format of the data sent by the CRM (lowercase email, digits-only phone).
Meta won't connect
That's not a bug — the Meta Conversions API is still coming soon, pending approval. See Connecting Meta.
Seeing the same deal twice (RD Station)
You likely have both RD Station Marketing (OAuth) and RD Station CRM connected for the same funnel at the same time — there's no deduplication between the two sources. Pick one as the funnel's source of truth (recommended: keep only RD Station CRM — native token connect, or manual webhook on the Free plan) and disable or skip the corresponding stages on the other.