Hi,
We have a WordPress site using Gravity Forms on the Contact Us page and have installed the HS add-on plugin that Gravity offers. All form submission contacts are correctly being fed to HS contacts via this plugin, with all specified contact properties mapping correctly to HS from the form.
These form submissions are being driven by ad campaigns running in Facebook & Google Ads. In the past 2 days, we have had 30-40 new contacts being created in HS on the back of these form submissions - but only 5 are reflecting as New Contacts on the Ads dashboard (we are new HS users, so all contacts are new)? Autotracking is turned on for both FB and Google Ads.
Any idea why New Contacts are being underreported, and how I fix it ASAP?
Many thanks
Brett
Hi @Conurban,
Thank you for reaching out to the Community!
Could you check the following:
- Are you maybe running an ad type that our Ad tool is not able to track? You’ll find a list of all ad type exceptions in this Knowledge base article.
- What are the Original source and Original source drill-down values for a contact in your CRM that was:
- picked up by the Ads tool,
- a contact that you think should be attributed to an ad, but wasn’t.
You can check these values if you go to the contact record, click on Options in the top left corner, select View all properties and search for Original source.
Thank you!
Cheers
Mia, Community Team
Thanks Mia, appreciate your taking the time to come back to me - this was exactly the issue - unsupported ad types. Thank you!
Sure, you’re very welcome @Conurban. Thank you for marking my answer as a solution!
