Nothing is coming through even though the module is installed. Why?

Three causes, in order: consent is required but no CMP banner collects it on the site (no event leaves, which is the expected behaviour); the site was never activated in the client area (the module receives 401s); tracking is still disabled in the module, since it ships OFF by default on PrestaShop and Shopware.

The test event works but nothing else arrives. Why?

That is the signature of a consent problem: the Send test event button bypasses consent, real traffic does not. Check that your CMP banner is in place and that visitors can consent.

What does the 401 unknown_tenant error mean?

The site is not activated yet in the client area, or the configured Site ID is wrong. Connect a destination, save, then click Activate my tracking.

What does the 401 invalid_signature error mean?

The request body was re-encoded between signing and sending. Serialize the JSON once, sign that exact string, and send it as is.

My Shopify webhook disappeared. Why?

Shopify automatically deletes a webhook after about 48 hours of consecutive failures, for instance when the Site ID in the URL is wrong. Fix the URL, recreate the webhook, and watch Monitoring.

Why are my purchases counted twice in GA4?

GA4 only deduplicates the purchase event, and only by transaction_id. Update the module (PrestaShop 1.8.0+, WooCommerce 2.8.0+, Shopware 1.9.0+): recent versions no longer send the purchase from the browser.

My events are Delivered but few conversions are attributed. Why?

That is not a delivery problem but a match quality problem. Enrich the user data sent: e-mail, phone, IP and user agent, fbp and gclid cookies.

What happens during a quota pause on the free plan?

Events are still accepted, counted and stored, but not delivered. On upgrade they are replayed within each platform's acceptance window: 72 hours for GA4, 7 days for Meta.

Troubleshooting | DataFirefly documentation

"Nothing is coming through"

The three causes, in order of probability:

Consent. If the "Require consent" option is on and your site has no CMP banner, or the visitor has not consented, no event leaves: that is the expected behaviour, not an outage. The telltale sign: the Send test event button works (it bypasses consent) but nothing else arrives.
The site was never activated. Destinations not saved, or the "Activate my tracking" button never clicked: the module receives 401s.
Tracking is disabled in the module. On PrestaShop and Shopware, "Enable tracking" ships OFF by default.

401 errors

Error	Cause and remedy
`unknown_tenant`	Site awaiting activation, or wrong Site ID
`invalid_signature`	The body was re-encoded between signing and sending: sign exactly the bytes you send
`timestamp_out_of_window`	Timestamp in milliseconds instead of seconds, or unsynced server clock (NTP)

After an HMAC key rotation

Collection stays down until the new key is pasted into the module. That is intended: rotation exists precisely to invalidate the old key.

Shopify

Vanished webhook: deleted by Shopify after about 48 hours of failures. Check the Site ID in the URL and recreate the webhook.
Duplicate orders: an "Order creation" webhook is left over next to "Order payment". Delete it.

WordPress / WooCommerce

After any configuration change, purge the site cache: LiteSpeed Cache and other caching plugins otherwise keep serving the old JavaScript.

GA4

Duplicated purchases: update the module (PrestaShop 1.8.0+, WooCommerce 2.8.0+, Shopware 1.9.0+). GA4 only deduplicates purchase, and only by transaction_id: recent versions no longer send the purchase from the browser.
"Unassigned" conversions: events are sent with the session identifier and the referrer, which attaches conversions to their channel. History already recorded by GA4 does not reclassify: the fix applies to traffic going forward.

"Delivered" but little attribution

A delivered event is not necessarily attributed: attribution depends on match quality. Enrich the user data sent: e-mail, phone, IP and user agent, fbp and gclid cookies. DataFirefly modules pass them automatically when they are available and consent allows it.

Replay windows

After a delivery pause (free plan quota exceeded), stored events are replayed within what the platforms accept: 72 hours for GA4, 7 days for Meta, 72 hours by default elsewhere. Beyond that, the event is kept but the platform no longer accepts it.

Still stuck?

Write to us: [email protected], attaching the output of the "Diagnose my connection" button. We reply within one business day.

Updated: September 1, 2026