Hi,
We started using the Stape Meta Connection for Audience on 04 May, 2026. We implemented this: How to Create Meta Custom Audience and Auto-Update It
It was working well until yesterday. Today, one of our Meta Ads accounts has totally stopped counting purchases under the audience. Another ad account tracked fewer conversions for today under the audience.
As it was working well and suddenly misbehaving today, I guess the issue lies within the connection. @Dan
Thanks.
Hi,
In your Stape admin, please check first whether the connection is active and there are no errors. If all looks good there, please launch the preview to see that the tag fires correctly with your payload and the response returned. Please also check the associated logs in Stape admin to see if there are any errors.
There also might be a refresh delay in Meta’s interface, please check once again whether nothing new has been added after some time.
If the issue persists, please email support@stape.io with the details of your container, so we could also take a look at it.
Thanks!
@Vlad_Kononov Thanks for your reply. We used a single email for both of our websites for the connection authentication. I believe that was the actual issue. Later, we used a separate email, and it’s working well.
I have one question about this article: Achieve 100% tracking accuracy on Shopify with sGTM & Stape
We have done the config and are going to run and do the tests tomorrow. We will be sending the data to Google and Meta Ads. For Google Ads, we are thinking of using Google Conversion Event by Stape Tag and Data Manager API connection. Will it work with our existing Purchase conversions?
And the code stores cookies on checkout_started, but people may not reach our checkout page, as we already have the Shoppay option on the product page. In this case, will it be better to store cookies for view_item? Or, checkout_started is the standard to use?
Thanks again.
Hi,
Sure, you can use Data Manager connection and our tag to send events to Google Ads. But I’d recommend creating a new conversion action and report events there as part of the testing phase. Later, when you validate that all works correctly, you may change action optimization to Primary or change the conversion action ID - whatever suits best to your tracking architecture. I’d also recommend to use Google Ads offline connection + tag in parallel. Although it is going to be deprecated some time soon, in practice, we see that it works more reliably. On certain accounts Data Manager API sometimes does not work as expected, the problem lies somewhere on Google’s side as this solution is relatively new, compared to Google Ads offline API approach. Bottomline, I’d recommend to set up both options in parallel, report to two different conversion actions to see what works better.
As for storing cookies, sure, you may use one of the upper funnel events like, view_item or add_to_cart. The main thing is that you need to have some stitching parameter like cart_id already available.
If it worked before and suddenly stopped, it’s usually not fully broken, something small in the tracking chain changed. With Meta + Stape, I’d first check if Purchase events are still reaching Stape. If yes, then the issue is likely in Meta Events Manager not matching or counting them. Most common cause is deduplication (event_id mismatch), so Meta silently ignores some purchases. Also worth checking if anything changed recently in GTM, checkout, or consent setup, and whether both ad accounts are pointing to the same pixel/dataset.
