Why is an ad platform not getting my orders from TrueROAS?

Check the switch, your plan, the saved login or token and the sending rules when Meta, Google Ads or TikTok seems to miss orders from TrueROAS.

Check the card first

Open Events Manager in the left menu and look at the platform's card.

• ON means sending is switched on. OFF means the platform is set up but switched off. Not set up means something is still missing. See What is Events Manager and what can I do there?.
• Faded cards with an add-on offer above them mean your plan needs the CAPI add-on. See Do I need the CAPI add-on to send events to ad platforms?.
• Off, subscription ended in the Google Ads or TikTok settings, or on a card under Feed Ad Platforms True Data, means the store's tracking stopped because its subscription ended. A paused store sends nothing either. Both are explained in Why are my newest orders or ad spend not showing yet?.
• TrueROAS can only send the orders it has. If your newest orders are missing in TrueROAS too, start with that same article.

Meta

• Under Activity & health in the Meta settings, a red box titled Could not load health data that starts with Invalid or expired access token means Meta no longer accepts the saved access token. Create a new token in Meta Events Manager and replace the saved one, as described in How do I set up Meta CAPI in Events Manager?.
• Fix a broken token soon. How far back TrueROAS catches up once the token works again is in What does TrueROAS send to each ad platform, and how often?.
• Meta could not return health data asks you to check that the dataset chosen in the Meta settings is the one this store sends its events to.
• Errors from sending your events to Meta in the last 7 days are listed under Error Monitoring (7 Days). What they and the other Meta numbers mean is in What do the Meta numbers under Activity & health mean?.
• If Meta gets your purchases but no page views or add to carts, check which stores send store activity in What does TrueROAS send to each ad platform, and how often?.

Google Ads

• Auth Issue next to Google Enhanced Conversions Health, with the warning Google authentication expired or was revoked, means the Google login that sends your sales stopped working. See Why did I get an email asking me to reconnect Google Ads?.
• Not Sending under Sending Status means no sale reached Google for more than a day. A broken Google login causes it, but so does a day without any order that has a Google click ID.
• Orders without a Google click ID are skipped while Also send orders without a Google Click ID is off. See How do I send my sales to Google Ads with Enhanced Conversions?.
• A conversion action you just created in Google Ads needs about 6 hours before Google accepts sales for it. TrueROAS keeps trying in the meantime.
• Red banners about denied access, accounts your Google manager account does not manage, or a conversion action that cannot receive sales are explained in What does the Google Ads health section in Events Manager show?.

TikTok

• On a store that is not on Shopify, TikTok gets nothing, even when its card reads ON.
• The card reads Not set up until the TikTok setup is complete, for example while no TikTok ID is chosen.
• If you added no custom token, TrueROAS sends with someone's TikTok connection instead. When that connection stops working, TikTok gets nothing. Whose connection is used, and how to add a token of your own, is in How do I send my store events and purchases to TikTok?.
• A saved Test Event Code goes with every event TrueROAS sends to TikTok. It is meant for checking events in TikTok's Test Events tab before you go live, so remove it when you finish testing. See How do I send my store events and purchases to TikTok?.
• Events Manager does not show what TikTok received or any errors from TikTok. If TikTok gets nothing, contact TrueROAS support as described in How do I get help or contact TrueROAS support?.

Some orders are never sent

Free orders, incomplete orders and orders older than each platform's limit are never sent, and refunds are not sent either. The full rules are in What does TrueROAS send to each ad platform, and how often?.

Good to know

• The sending settings apply to the whole store, so a fix made by anyone who can change them works for everyone on the store.
• There is no button to send an order again.
• The ad platforms count the events they receive, not the sales TrueROAS credits to each ad, so their numbers will differ from your Dashboard. See Why don't my TrueROAS numbers match Meta or Shopify?.
• If purchases arrive twice instead, see How do I stop Meta or TikTok from counting my purchases twice?.
• When your Meta or Google Ads numbers stop loading in TrueROAS, that is a different connection. See What do I do when my Meta or Google Ads connection stops working?.