> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Events Not Reaching Destinations

> Resolve events visible in Upstack but not arriving at Meta CAPI, TikTok, Klaviyo, or other destinations — covers connection issues, expired tokens, mapping errors, rate limits, and identity gaps.

## Quick Diagnostic

<Tip>
  **Start here:** Go to **Destinations** in your Upstack dashboard and check the status indicator next to the affected destination. A red or yellow status means Upstack already knows there's a delivery problem — click into it to see the specific error.
</Tip>

## Symptoms and Fixes

<AccordionGroup>
  <Accordion title="Symptom: Destination shows 'Disconnected' or 'Not Connected' status">
    **Likely cause:** The destination was never fully connected, or the OAuth authorization flow was interrupted before completion.

    **Fix:**

    1. Go to **Destinations** and click the affected destination.
    2. If the status says **Not Connected**, click **Connect** to start the authorization flow.
    3. Complete the full OAuth flow in the popup window — make sure to grant all requested permissions. For Meta, ensure you select the correct Ad Account and Pixel. For TikTok, select the correct Advertiser Account.
    4. After authorization, return to Upstack and confirm the status changes to **Connected** (green).
    5. Trigger a test event on your store and check the Live Event Stream to verify the destination receives it.

    <Note>
      Pop-up blockers can silently prevent the OAuth window from opening. If clicking **Connect** does nothing, allow pop-ups for `app.upstackdata.com`.
    </Note>
  </Accordion>

  <Accordion title="Symptom: Destination was working but stopped — shows 'Auth Error' or 'Token Expired'">
    **Likely cause:** The API token or OAuth refresh token for the destination has expired or been revoked. This commonly happens when someone changes the password on the connected ad account, or when Meta/TikTok rotates tokens after a security event.

    **Fix:**

    1. Go to **Destinations** → click the affected destination.
    2. Click **Reconnect** or **Re-authorize** to initiate a fresh OAuth flow.
    3. Sign into the destination platform and grant permissions again.
    4. After reconnecting, check the destination's **Event Log** in Upstack. You should see new events being delivered within a few minutes.
    5. For Meta specifically: if you manage multiple Business Managers, verify you're authorizing with the account that owns the target Pixel — using a different account will cause a permissions error.
  </Accordion>

  <Accordion title="Symptom: Events are delivered but destination reports 0 conversions or low match rate">
    **Likely cause:** Event mapping is misconfigured — the events Upstack sends don't match the conversion events the destination expects, or required parameters are missing.

    **Fix:**

    1. Go to **Destinations** → click the destination → **Event Mapping** tab.
    2. Verify that Upstack events are mapped to the correct destination events. For example:
       * `Purchase` → Meta's `Purchase` (not `AddToCart`)
       * `AddToCart` → TikTok's `AddToCart` (case-sensitive)
       * `PageView` → GA4's `page_view`
    3. Check that required parameters are mapped — most Conversion APIs require `event_time`, `event_source_url`, and at least one identity field (email or phone).
    4. For Meta CAPI: open Meta Events Manager → **Test Events** tab and compare the parameters Upstack sends against what Meta expects.
    5. Save any mapping changes and monitor the event log for the next 15 minutes.
  </Accordion>

  <Accordion title="Symptom: Some events delivered, but event count is much lower than expected">
    **Likely cause:** The destination's API rate limit is being hit, causing Upstack to throttle or drop events. This is more common during flash sales or high-traffic events.

    **Fix:**

    1. Check the destination's **Event Log** in Upstack for rate-limit errors (HTTP `429` responses).
    2. If you see 429 errors, Upstack automatically retries with backoff — most events will be delivered within 30 minutes.
    3. For sustained high-traffic stores, consider upgrading your destination platform's API tier:
       * Meta: Standard access tokens support up to 2,000 events/hour. Request **Advanced Access** in Meta Business Settings for higher limits.
       * TikTok: Contact your TikTok rep to increase API quota.
    4. Check your Upstack plan — some plans have monthly event forwarding limits. Go to **Settings → Subscription** to see your usage.
  </Accordion>

  <Accordion title="Symptom: EMQ (Event Match Quality) score is low or declining">
    **Likely cause:** Events are arriving at the destination but lack sufficient identity data for the platform to match them to user profiles. This directly impacts ad optimization and ROAS.

    **Fix:**

    1. In your Upstack dashboard, go to **Destinations** → click the destination → check the **EMQ Score** or match rate panel.
    2. The most impactful identity fields for match quality are (in order): **email**, **phone number**, **IP address**, **user agent**, and **click IDs** (fbc/fbp for Meta, ttclid for TikTok).
    3. Verify that Upstack's identity resolution is active: go to **Settings → Identity** and confirm **Upstack ID** is enabled. This automatically enriches events with resolved identity data.
    4. If your EMQ is below 6.0 on Meta:
       * Ensure your Shopify checkout collects email — this is the highest-impact field.
       * Check that Upstack's cookie consent integration is active if you operate in the EU.
       * Enable **Advanced Matching** in the destination settings if available.
    5. EMQ improvements take 24–48 hours to reflect in Meta's reporting.
  </Accordion>
</AccordionGroup>

## Escalation

<Warning>
  If none of the above resolved the issue, collect the following before contacting support:

  * Your **Pixel ID** and the **destination name** (e.g., Meta CAPI, TikTok Events API)
  * The **timestamp range** of events that should have been delivered
  * A **screenshot** of the destination's status page and event log in Upstack
  * Any **error messages** shown in the destination's event log
</Warning>

***

**Still stuck?** Contact [support@upstackdata.com](mailto:support@upstackdata.com) with your Pixel ID and a description of the issue. We typically respond within a few hours.

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