Why are my newest orders or ad spend not showing yet?
New orders show within minutes and ad spend comes from the ad platforms, but a paused store, an ended subscription or lost Shopify access stops updates.
Check that your date range includes today
The Dashboard and the Ads Manager only show the days in your date range. A range you pick is kept for 24 hours. After that, the date range goes back to the four days before today, which leaves today out.
To see today's orders, pick Today, or a range that ends today, such as Last 7 Days with Include today in date ranges ticked. See How do I change the date range?.
How quickly new orders appear
TrueROAS checks for new orders every 2 to 5 minutes, depending on the store, and matches each one to the visits and ads that led to it. A new order normally shows a few minutes after it is placed. If your store tracks leads instead of orders, new leads are matched every 30 minutes.
The Dashboard loads your orders again every time you open it or change the date range. If a new order is not there yet, wait a few minutes, then reload the page.
Ad spend and the Ads Manager
Ad spend, clicks and the sales each ad platform reports are loaded from the ad platform every time the Dashboard loads or you change the date range. They are only as up to date as the ad platform's own reporting, and today's figures keep changing until the day is over.
The Ads Manager keeps the campaign rows it loaded, with the spend and sales in them, for up to 15 minutes. If you come back within that time with the same date range and ad account, it can show those rows again instead of loading new ones. On the Dashboard, the Top Creatives card is kept for 15 minutes the same way. For how often AppLovin spend refreshes, see How do I connect AppLovin?.
There is no refresh button. To load everything fresh, reload the page in your browser.
When nothing new comes in
If no new orders show up for much longer than a few minutes, look for one of these causes.
Visits or orders are not reaching TrueROAS
The setup card at the top of the Dashboard shows whether visits and orders are reaching TrueROAS. On an older store it comes back when no visits have come in for a while. See What does the setup card at the top of the Dashboard mean?.
The store is paused
A paused store shows Inactive next to its name in the store list at the top of the left menu, and TrueROAS does not process its new orders. A store is paused with the pause button next to it in that list (tooltip Pause your store and data collection and remove it from your subscription.).
Opening a paused store starts it again by itself, and the message Your store is activated! may appear. To start a store without opening it:
- Open the store list at the top of the left menu. On a phone, tap the menu button in the top left corner first.
- Click the green play button next to the store (tooltip Start your store and add it to your subscription.). You see Your store is active.
The subscription ended
When the store's subscription is cancelled, a banner at the top of every page counts down to the day tracking stops, for example Tracking stops in 3 days., with Restart your subscription to keep Meta and Google getting your sales. and a Keep my tracking on button.
Once tracking has stopped, the banner reads Your tracking is off. If orders came in since that day, it says how many were not matched to your ads or sent to Meta and Google. It has a Restart subscription button. The store shows Tracking off in the store list and is not started again when you open it. Clicking its play button shows Tracking is off because your subscription ended. Restart your subscription to turn it back on. and takes you to your billing settings.
Both banner buttons open your billing settings. When the subscription is active again, tracking turns back on.
TrueROAS lost access to your Shopify store
When TrueROAS loses access to your Shopify store, a window titled Reconnect your Shopify store opens. It explains that live tracking, sending sales to the ad platforms and order syncing are paused until the store is reconnected, so your numbers do not update. This usually happens after the TrueROAS app was uninstalled, reinstalled or had its permissions changed.
- Click Open TrueROAS in Shopify. The TrueROAS app opens in your Shopify admin, reconnects by itself and brings you back to TrueROAS.
- If the app is not in your Shopify admin, click Don't see the app? Reinstall it from the Shopify App Store and install it again.
Remind me later, or the X, hides the window in that browser tab, also after you reload the page. It opens again in a new tab, until the store is reconnected.
Meta or Google Ads stopped loading
When your Meta or Google Ads connection stops working, that platform's numbers stop loading until it is reconnected. See What do I do when my Meta or Google Ads connection stops working?.
Good to know
- Pausing or starting a store, and a stop in tracking, affect the whole store. Your date range only affects your login.
- Only the store owner or an admin can use the pause and play buttons in the store list. Anyone else sees You are not the owner or admin of this store. when pausing, or a message asking them to ask the store owner or contact support when starting.
- Product costs you change are not applied to every past order. See How do I add my product costs in Cost Manager?.
- Orders placed before you installed TrueROAS only show if they were imported. See How do I bring in orders from before I installed TrueROAS?.
- You cannot make TrueROAS process an order sooner, and ad platform numbers are never newer than what the ad platform itself reports.