Because the chrome extension relies on a third-party platform, sometimes unexpected issues may arise which we can solve quickly providing we have the correct information.
1) Confirm tracking is set up correctly
First, if you are seeing little revenue or no stats at all attributed to a specific ad/ad set/campaign, it may not be an issue with the chrome extension, but instead a core tracking issue.
To confirm this, please test the ad in question where you are seeing discrepancies using our testing app here: https://docs.hyros.com/hse/
If you see an issue, that is likely why there is a discrepancy in your data when using the chrome extension. If you need assistance with fixing the issue, please reach out to the support team with the error link provided by the testing app.
2) Confirm your report settings are correct
If you are noticing the data inside the chrome extension does not match with the data inside the Hyros app, please make sure you are comparing with the exact same report configurations.
For example, if you are including organic sources in the chrome extension, but excluding them inside a Hyros report, the stats will likely be different for the same source.
3) Final checklist for fixing a chrome extension issue
If you have confirmed the above points and are still seeing an issue, please follow the video guide below and ensure all steps are followed:
To summarize, you will need to try the following:
Clearing your cookies and checking again.
Check you are using the same API key as the one inside your account.
Ensure you have the ad/ad set/campaign ID column loaded inside the ad manager.
Ensure you have enabled Hyros stats in the extension.
Ensure that the version of the extension is up to date in chrome, try re-installing the extension if there is no option to update.
4) For technical issues - sending us the correct information
If you have done all of the above and you still see the issue, please confirm that here for us. Then we will need the following information for our engineers to find the exact issue and resolve it as quickly as possible for you: https://www.loom.com/share/1468a1ab51fc49a293e5abfe8f3de511
Please also take in mind that in the meantime the data is still available inside the Hyros app for you to use freely. Thank you for your assistance and understanding 😊