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Not seeing sessions or revenue in the dashboard (missing Grow script)

Completed
Guy

I have no payment for July 7th (see screenshot).

I also recorded a video showing the issue, but is it possible for support to contact me directly so I'm not forced to share sensitive details in a public forum?

Thanks!

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Comments

9 comments

Date Votes
  • Official comment
    Support
    • Journey Support Team
    Edited

    Hi there! It looks like the Grow script might not be on the site, which is likely why data is missing for this day and your RPM numbers are skewed. Having the Grow script on your site is a requirement for running Journey ads and is what tracks your data in your dashboard, so you'll want to add back the Grow script following these instructions and then the reporting numbers will return to normal.

  • Guy

    Great catch, thanks Rachel! Adding the script looks like it's going to get metrics back on track, but July 7th payment is still missing. Missing from the graph, and most importantly, from the monthly payout. Thanks for your continued help!

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  • Support
    • Journey Support Team

    Guy The earnings will be backfilled for the day the Grow script wasn't on the site. Our engineers are working on this currently, so you should see that populate in your dashboard in the near future!

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  • Steve Hutt

    Will there be a summary at the end of each month with the ad revenue generated if a brand does not want the Grow features and script but rather the ads running only?

    1
  • Support
    • Journey Support Team

    Hi Steve Hutt ! Having the Grow script is a requirement when running Journey ads since it's what tracks your analytics and earnings data. So you'll want to add it back to your site since without it no data will populate and running the Grow script is part of Journey's terms of service.

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  • Guy

    Hi Support, just quick update that payment for the 7th is still missing. Thanks for your help!

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  • Support
    • Journey Support Team

    Guy This is still being worked on by our engineers. I don't have an exact ETA, but I can confirm they're currently working on it and it should be backfilled in the near future!

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  • Laura Suursepp

    Hi!

    I had a similar problem. For July 21st, my analytics says I only have 120 views for that day, while the real number should be around 1900. I reached out to you and got a message saying that the Grow script was temporarily missing from my site on the 21st. Why did this happen? It's weird since I didn't touch anything that day. Could I do anything to avoid similar problems in the future? Thanks!

    Best wishes,
    Laura

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  • Support
    • Journey Support Team

    Hi Laura Suursepp! Either the Grow script was temporarily missing, it was being optimized by another plugin (unlikely in this case), or the site was temporarily down. These are the main reasons I can think of that there would be this kind of drop in reporting, but it's hard to say exactly what happened since we can't see what your site looked like on the 21st specifically. The Grow script wouldn't disappear on its own though whether you're running it through the Grow for WordPress plugin or manually installed the script. It would have to be removed by disabling the Grow plugin or disabling whatever is inserting the Grow script manually. Thanks!

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Journey is Self Supported

Our support staff is monitoring this forum everyday for bugs related to ad delivery, the display and functionality of the Journey dashboard, and any bugs related to the onboarding process. We are typically unable to assist with non-bug related issues like RPM performance expectations, issues setting up the ads.txt file, and questions already answered by our existing help docs. Read here for a more detailed breakdown of how Journey is self-supported and our recommendations for how to find answers to common issues.

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