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

# Troubleshooting

> Fix the problems that come up most often.

## No events are arriving

Open [Event logs](/docs/reports/event-log) and check which case you are in:

* **Events appear but are rejected.** They reached Soran and something in the
  payload or configuration is wrong. The log says what.
* **Nothing appears at all.** Nothing arrived. The snippet is missing, blocked,
  or below another script that failed first.

Also check the source is enabled. A disabled source keeps firing and Soran
discards everything it sends, so nothing is stored and nothing shows here.

## Purchases are tracked but nothing else is

On Shopify this is almost always the theme app embed being off. Checkout is
installed for you during authorization; the storefront is not, and without it
there are no pageviews, product views, or cart actions.

Fix it in your Shopify admin under **Online Store → Themes → Customize → App
embeds** by switching on **Soran**. See
[Connect your store](/docs/get-started/connect-your-store).

## Every page is counted twice

You have both the theme app embed and the install snippet running. On Shopify the
embed replaces the snippet — remove the snippet.

## Revenue does not match my ad platform

Expected, and not a fault. Each platform claims any conversion it had a hand in,
using its own attribution window. Soran divides one conversion across the
touchpoints that led to it, so the same sale is never counted twice. Added
together, platform totals overstate what your store took.

See [Attribution models](/docs/concepts/attribution-models).

## A report shows conversions but no revenue

A currency in that period has no exchange rate available, so Soran withholds the
money rather than showing a figure it cannot stand behind. Counts are unaffected.
See [Display currency](/docs/concepts/display-currency).

## ROAS is missing for a channel with revenue

Revenue is attributed but no spend is known for it. That is usually an
unconnected ad account rather than free traffic — check
[Data sources](/docs/data/data-sources).

## Per-product profit is blank

Profit needs costs. Without unit costs there is no margin to report, whatever
else is entered. See [Cost of goods](/docs/data/cogs).

## A goal reports zero conversions

Check the filter property names against a real event in
[Event logs](/docs/reports/event-log). A filter naming a property your events do not
carry matches nothing, and reports zero rather than raising an error.


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