Troubleshooting

Check that events arrive

1. On the Dashboard, click Run the check. Each row is marked fine or as something to look at. Optional rows, for features you do not use, are not counted as faults. Hover the ? next to a row for an explanation and a recommendation.

2. Open the shop in a private window, or turn off Exclude administrators on the Advanced tab while you test. Signed-in administrators and shop managers send nothing while it is on.

3. Accept cookies in the banner. Tags wait for consent.

4. Check the browser side with each platform’s own tools, such as Meta Pixel Helper and Google Tag Assistant.

5. For the server side, put the platform’s test code in its card: Test event code for Meta, and with Pro for TikTok. Watch the platform’s Test events screen. For OpenAI, use Validate only. Clear test codes and switches before going live.

6. Place a test order. On the Server tab, the order’s rows should move from Waiting to Sent.

Tip

Turn on Debug on the Advanced tab while you test. The plugin writes prepared events to its log and prints each step to the browser console, prefixed with [Brainrune Pixel Tracking]. It also says when an event is waiting for consent. Turn it off once everything works.

Test mode (Advanced tab) lets the purchase fire again when you reload the order-received page. Use it on a staging site only.

What the check looks at

Row	What it means
WordPress, PHP, WooCommerce	WordPress 6.5 and PHP 8.0 or newer, and WooCommerce active
Browser platforms	At least one platform switched on
Server platforms	At least one server destination, when you asked for one
Meta CAPI funnel	on, on, but the key or the pixel is missing, or not in use
Async queue	Whether background delivery runs on Action Scheduler or WP-Cron
Global tracking	The Tracking switch on the Dashboard
Consent	Which consent source answers
WPML, AMP	Shown when you turned their integration on

The Health panel on the Dashboard adds the Consent source, the Background delivery, the number of Server destinations and whether the Queue table is installed. Latest events shows the last entries of the log, with a link to the Full log on the Server tab.

Common problems

Nothing loads at all

• Tracking at the top of the Dashboard is off. Nothing loads while it is off.
• The platform’s row says Not set up: the switch is on but the ID is missing or not in the right format. See Platforms.
• You are signed in as an administrator with Exclude administrators on.
• No consent source answers and When no source answers is Do not load the tags. The Consent row in the check says a manager is expected but none answers. Install a consent banner, or check that yours is active. See Consent.

Tags load only after a click on the banner

That is the intended behaviour. Each tag waits for its consent category. Check the category on the platform card if a tag waits for the wrong one.

“WP Consent API mode is selected but wp_has_consent does not exist”

The WP Consent API was chosen as the consent mode, but the plugin that provides it is not active, so tracking stays off. Activate the consent plugin, or change the mode.

The same event is counted twice

• Another plugin, theme code or a Tag Manager container sends the same event to the same ID. The Dashboard warns: “Tag Manager and the native tags are both active.” Switch one of them off for that event.
• If you move from another tracking plugin, keep it on only until the new setup is confirmed, and never let both fire on the same order.

The purchase does not arrive

• The order status is not ticked in Statuses that count as a purchase (WooCommerce tab).
• Hold the purchase for unpaid orders until they are completed is on and the order is cash on delivery, cheque or bank transfer. The purchase waits until the order is completed or marked paid.
• Skip orders worth nothing is on and the order total is 0.
• The shop uses its own thank-you page, but Recognise the custom page is off, or the order ID and key parameters do not match. See Events.
• You opened the order-received page as an administrator or shop manager. Staff visits do not fire the purchase.

Server rows stay “Waiting”

• The Dashboard notice says “Meta has server-side on with no key saved. Events will keep queueing until one is added.” Paste the token on the platform card.
• WP-Cron does not run. If the site sets DISABLE_WP_CRON, a real cron job has to call it, or Action Scheduler must be present.

Server rows show “Failed”

Read the Detail column: it holds the platform’s answer and the HTTP code. A wrong or expired token, or a token for another pixel, is the usual cause. Fix it and click Retry. Temporary errors are retried by themselves up to Maximum attempts.

Server rows show “Skipped” or “No consent”

• Skipped: the destination is no longer configured, or the order status changed to one that does not count as a purchase.
• No consent: the buyer did not allow the platform’s category at checkout, and Apply the consent stored on the order is on.

“The queue table is not installed yet”

Deactivate and activate the plugin once, or visit any admin page, and the table is created.

Nothing shows on the Server tab

Rows appear once an order reaches a status that counts as a purchase and at least one server destination is configured. Sent rows are removed after Keep sent rows (days), failed rows after Keep failed rows (days).

The log

The Server tab ends with the log: Latest entries, with time, level, message and context. Secrets are never written to it. Administrators can Clear the log.

Above it, Settings changes lists who changed which settings and when. It names a changed secret field but never its value.

The environment table

The Advanced tab ends with a table you can copy into a support request: plugin, WordPress, PHP and WooCommerce versions, WPML, AMP, HPOS, the active and server platforms, server destinations and background delivery.