Troubleshoot pixel installation

link tracking issues when link tracking is working correctly, you should be able to click on an ambassador's referral link and see the ambassador's link click count increase within roster when viewing their contact detail page it's important to always use an incognito (private) browser window when testing link and order pixels and to completely close out of all incognito windows between tests to fully clear browser cookies and local storage the link tracking pixel isn't loading when clicking a referral link use the browser's developer tools to look at network traffic to confirm that roster's link tracking script is being loaded when a referral link is clicked shopify brands won't see the link tracking script network call, as this is loaded by shopify's web pixel, but non shopify brands will most likely see a call network to load roster's tracking script if you don't see the network call to load the tracking script, check the following it's possible that the developer hasn't correctly added roster's link tracking pixel to the store/website's template the tracking pixel needs to load on any pages where a referral link might point to this includes the home page, product pages, collections, landing pages, etc it could be that the developer has pre bundled the link tracking pixel with other javascript source code, or that your brand isn't using google tag manager to load the script, which can be blocked by browser tracker blockers, both of which would result in there not being a network call to load roster's tracking script as an additional check, you should be able to find the javascript code described in the pixel tracking installation articles above when viewing the landing page's source html within the browser the link tracking pixel isn't making an api call to roster upon page load when the page that a referral link points to loads, assuming the link click hasn't already been sent on a prior page load, the link tracking pixel will make an api call to roster with the link click details you will see this api call when viewing the network tab in the browser's developer tools simply filter the network calls for roster and if working correctly, you will see the network call with the link click data in the request (note don't confuse this with the network call to load the link tracking pixel javascript code ) if you don't see a network call, but you did confirm that the link tracking pixel loaded, check the following shopify brands see docid\ a4rncombaw9yzudj4mq8c or detailed info on how the cookie banner can prevent tracking pixels like roster’s from being loaded non shopify brands inspect the javascript console to look for errors that might be getting thrown from the link tracking pixel inspect the url of the landing page and verify that the rstr parameter exists in the url's query string (e g https //yourbrand com/?rstr=12345 ) a common occurrence is when brands have redirects in place that don't include any or all url query string parameters when doing the redirect a link click has already been counted for the user's session upon clicking an ambassador's referral link, a link click will only be counted once on the initial click reloading the page and/or closing the tab and re opening the link in a new tab won't trigger a link click see the callout above regarding using incognito windows to test slow loading pages can prevent scripts like roster’s tracking pixel from loading in time before users navigate away we recommend conducting a https //pagespeed web dev/ to rule out slow pages loads as a culprit order tracking issues when order tracking is working correctly, you should be able to click on an ambassador's referral link, make a test purchase on the ecommerce store, and see that purchase show up in roster in the all orders report and the referred orders report if the order does not appear in roster within a few minutes of checkout, review the following troubleshooting tips the order tracking pixel isn't loading on the order confirmation page use the browser's developer tools to look at network traffic to confirm that roster's order tracking script is being loaded when the order confirmation page is loaded shopify brands won’t see the order tracking script network call, as this is loaded by shopify’s web pixel, but non shopify brands will most likely see a network call to load roster’s tracking script if you don't see the network call to load the tracking script, check the following it's possible that the developer hasn't correctly added roster's order tracking pixel to the order confirmation page it could be that the developer has pre bundled the link tracking pixel with other javascript source code or that your brand isn’t using google tag manager to load the script—both of which can be blocked by browser tracker blockers, resulting in no network call to load roster’s tracking script some shopping carts don't do page reloads when the checkout process is over and thereby don't load additional javascript files when the order confirmation page is displayed work with the developer to ensure that the order tracking pixel is properly loaded on the order confirmation page as an additional check, you should be able to find the javascript described in the pixel tracking installation articles above when viewing the order confirmation page's source html within the browser the order tracking pixel isn't making an api call to roster upon page load when the order confirmation page loads, the order tracking pixel makes an api call to roster with the details of the order you will see this api call when viewing the network tab in the browser's developer tools simply filter the network calls for roster and if working correctly, you will see the network call with the order data in the request body (note don't confuse this with the network call to load the order tracking pixel javascript code ) if you don't see a network call, but you did confirm that the order tracking pixel loaded, check the following non shopify brands inspect the javascript console to look for errors that might be occurring in the customized order tracking pixel installation non shopify brands add console logs to the tracking code added during installation to see what lines of code are or aren't getting executed when the javascript runs the order tracking pixel api call is made to roster, but order data isn't appearing in roster when an order tracking pixel api call is made successfully, you will see the order in the all orders report if the order is not appearing, the most likely reason is that the roster public access token wasn't added to the script or that the token isn't valid confirm that the roster public access token is valid this will be included in the source code of the page log into roster and go to integrations > api integration to cross check that the public access token is there and is active confirm that the domain of the page where the link click originally occurred is the same domain (inclusive of sub domains) as the order confirmation page because tracking data is domain specific, if a link click points to one domain (e g , yourbrand com ), but checkout and order confirmation occur on a different domain (e g , yourbrand stripe com , yourbrandstore com ), then even if the order tracking pixel executes, the link tracking data may not be available to send to roster