How to troubleshoot TikTok Ads sync issues

TikTok Ads sync issues fall into a few buckets. Work through this checklist in order.

Before you start

Have these tabs open:

• SourceLoop’s TikTok Ads card at Setup -> Ad Platforms -> TikTok Ads
• TikTok Events Manager for the Pixel you’re reporting to
• The most recent Sync log entry on the TikTok card

Step 1: Check the connection status

1. Open Setup -> Ad Platforms -> TikTok Ads in SourceLoop.
2. Look at the card:
   • Active with recent Last sync → healthy
   • Active with stale Last sync (>24 hours) → Insights sync stuck
   • Token expired → reconnect needed
   • Disconnected → run Connect flow

Step 2: For ‘Token expired’ / ‘Disconnected’

1. Click Reconnect on the TikTok card.
2. Sign in to TikTok with the user that has Business Center access.
3. Authorise the scopes.
4. Pick the same advertiser in the picker.

Also check that your Events API access token (in the CAPI configuration section) is still valid. If it was rotated or revoked, generate a fresh one in Events Manager and paste it into SourceLoop.

Step 3: For ‘conversions not appearing in Events Manager’

This is the most common issue. Walk through:

1. Open the Sync log on the TikTok card (three-dot menu).
2. Find the conversion you expected. Each push is logged with the event_name, Pixel ID, value, and status:
   • sent → SourceLoop called the Events API successfully. The event may take 30-90 seconds to appear in Events Manager.
   • pending_identity → no usable identity signal (no ttclid, no email, no phone). Skip these.
   • error → TikTok rejected the push. Click the row for the exact error.

Common errors:

• code 40001 / Access token not valid → token expired or rotated. Regenerate from Events Manager and update SourceLoop.
• Pixel not found → wrong Pixel ID in CAPI configuration.
• Permission denied → token was issued for a different Pixel. Each Pixel has its own token.
• Event name not supported → custom event name has unsupported characters. Use camelCase or underscored names.

Step 4: For test events not showing in the Test Events tab

If you set a test_event_code but events aren’t showing:

1. Confirm the test_event_code in SourceLoop matches the one in Events Manager Test Events tab. They must be identical.
2. The code is per Pixel, look at the Test Events tab for the Pixel ID you configured in SourceLoop.
3. After firing a conversion, refresh the Test Events tab manually.
4. Confirm the conversion actually fired in SourceLoop by checking the Contacts Hub for a recent entry.

Step 5: For poor Event Match Score

Match Score is TikTok’s measure of how well CAPI events match to real TikTok users. To improve it:

1. Install the SourceLoop tracking pixel on every landing page, especially TikTok ad landing pages. ttclid is set on first ad-click landing; if the page doesn’t load the SourceLoop tracker, the cookie never gets captured.
2. Capture email and phone in your forms. TikTok hashes them client-side before sending and uses the hashes to match against real users.
3. Don’t push events for anonymous visitors. SourceLoop skips visitors with no identity signal (status pending_identity). Configure your conversion sources to require email at minimum.
4. Combine signals. ttclid alone gives strong matches; email + phone alone gives medium matches; both together produces near-perfect Match Score.

Step 6: For Insights data not updating

1. Check the last sync timestamp on the TikTok card. Daily at 05:00 UTC.
2. Force a manual resync. Click Resync now.
3. Check TikTok’s own reporting. If TikTok Ads Manager shows the same lag (common for the last 1-3 days), the data isn’t ready yet on TikTok’s end.

How to disconnect or reset

• Soft reset (re-run click-mapping backfill): three-dot menu -> Reset click mapping.
• Hard reset (disconnect entirely): see Disconnect TikTok Ads from SourceLoop.

When to email support

If you’ve worked through the checklist and CAPI events still aren’t appearing, email [email protected] with:

• The TikTok Ads card’s current status
• Two or three error messages from the Sync log (verbatim)
• Your Advertiser ID (visible on the TikTok card)
• Your Pixel ID

We respond within one business day.