So you've spend a lot of hard work setting up your custom events and now they are not showing? Don't worry, follow this guide and we will ensure you get to the bottom of it!
Custom events are not showing up (correctly)
Time period: An initial thing to realise is that custom events will take a day to show up in Billy Grace. If you've just set them up today, please be aware that you should only see them in the platform tomorrow!
Troubleshoot pixel: you don't see your new custom event in the dropdown?
A first place to control whether we are seeing your custom event is on the troubleshoot pixel page. You can find this under:
Management -> pixel -> troubleshoot pixel
On the first tab (Received Events) you are able to see what events we have received in the last 7 days and which type of format their event data had:
Using this, you will be able to answer three questions:
Is Billy Grace receiving the event at all? No? Go to the header on this page titled "Billy Grace is not receiving my event"
Is the event data in a correct format? No? Go to the header on this page titled "Billy Grace is not receiving events with the correct event data"
Is the amount of events correct? No? Go to the header on this page titled
If you do see your event here, you can proceed to step 3.
Custom event page
Go to the custom event page: Management -> Settings -> Custom Events. On this page you should be able to see your event (if it showed up on step 2). If that is the case, please check whether the event is set to 'active'. If it is not, turn it to active and the next day your custom event should be available in the platform.
If your event is active (for more than one day) and shows up on the troubleshoot pixel page, but you still are not able to select it in the dropdown/ menus, please contact our support.
Billy Grace is not receiving my event
If after a day, you do not see your custom event on the troubleshoot pixel page, that will generally mean that we have not received your custom event. In this case, we recommend checking these common issues first:
Tag sequencing: please make sure that in Google Tag Manager your Billy Grace initialization tag loads before you are trying to send an event. If this does not happen, the code sending us the event will fail and we will thus not receive anything.
Control whether the pixel ID is the correct one.
Control whether your content security policy allows our domain
If this does not work, please follow this guide to be able to check whether you are sending us the event.
If you can confirm using the article above that you are sending us the event, but are still not able to see it in Billy Grace. (please be aware of the day delay!!) Please contact our support team with a screenshot of you sending us the event, and we will assist you.
Billy Grace is not receiving events with the correct event data
On the troubleshoot pixel page you can see the format of the data we've received the custom events in. For your main custom event, we also support seeing all the different events we've received. You can look at this page to see all the raw events we've received and their event data:
Generally, issues with respect to event data will be related to your setup in Google Tag Manager. To see exactly what format of data you are sending us while setting up Billy Grace you can follow the steps in this article.
The amount of events is incorrect
Typically, the amount of events not being correct is related to your set-up in Google Tag Manager, or the event data you use. Items to consider are:
transaction ids. If you send us a transaction ID, we will only count an event once. So, if you, for example, use your product ID as a transaction ID for a product_view event, we will only count product views for each product once!
Events not being received can be caused by tag sequencing in Google Tag Manager. If you do not initialize the Billy Grace pixel before trying to send an event, we will not be able to receive it.
Events not being received can be caused by triggers being too late on a page (imagine a customer closing the thank you page before we've received the events) or being on pages that are only available for a few milliseconds (if you redirect someone to a different page, it can happen that the event never got to send)
Try to troubleshoot by using the steps in this article to find out why a web event doesn't fire. Have you read and followed the steps in this tutorial, but still require assistance? Contact our support team.