Troubleshooting

This guide covers the most common issues you may encounter when setting up or using SweetCode Cloud, along with their solutions.

DNS & Domain Issues

Domain stuck in “Pending DNS”

Symptoms: The domain routing status shows “Pending DNS” in the dashboard even after adding a CNAME record.

Fixes:

1. Check the CNAME target — It must be exactly ssp.sweetcode.cloud (no trailing characters, no typos)
2. Wait for propagation — DNS changes can take up to 5 minutes (rarely up to 48 hours). Use dnschecker.org to check propagation globally
3. Check for conflicting records — If an A record or another CNAME exists for the same subdomain (e.g. ssp), delete it before adding the SweetCode CNAME
4. Click “Verify DNS” — Return to the domain detail page in the dashboard and click the Verify DNS button to trigger a manual check

# Verify your CNAME from the command line
dig ssp.yourshop.com CNAME +short
# Expected output: ssp.sweetcode.cloud.

SSL Certificate Errors

Symptoms: Browser shows a certificate warning when accessing ssp.yourshop.com.

Fixes:

• SweetCode Cloud provisions TLS certificates automatically. This typically completes within a few minutes of DNS validation
• Wait 15 minutes after DNS propagation and try again
• If the issue persists after an hour, check that your CNAME record is still present and correctly configured

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Sync & Configuration Issues

Domain stuck in “Pending Config”

Symptoms: DNS is verified (routing status shows “Active”) but the configuration status shows “Pending Config.”

Fixes:

1. Check the Sync Token — Go to your domain detail page, copy the Sync Token, and verify it matches what’s in Pixel Manager → Settings → SweetCode Sync Token
2. Save your Pixel Manager settings — Simply clicking “Save Changes” in Pixel Manager triggers a config push. Ensure the save completes without errors
3. Flush all caches — Clear WooCommerce object cache, page cache, and any full-page caching plugin (WP Rocket, LiteSpeed Cache, W3 Total Cache, etc.)
4. Trigger a manual resync — Click the Resync button on the domain detail page. This sends a callback to your WooCommerce store to re-push the configuration

Resync Fails / Callback Unreachable

Symptoms: Clicking “Resync” shows an error, or the config doesn’t update.

Fixes:

• Maintenance mode — If your WooCommerce store is in maintenance mode, the callback can’t reach it. Disable maintenance mode and try again
• Firewall or security plugins — Some security plugins (Wordfence, Sucuri, etc.) may block the callback URL. Whitelist the SweetCode Cloud callback endpoint
• Incorrect callback URL — If your store URL has changed (e.g. domain migration), the stored callback URL may be outdated. Remove the Sync Token from Pixel Manager, save, re-paste it, and save again to re-register the callback

Destinations Not Showing in Dashboard

Symptoms: You’ve configured destinations in Pixel Manager but they don’t appear on the domain detail page in SweetCode Cloud.

Fixes:

1. Ensure the Sync Token is correctly pasted in Pixel Manager
2. Save your Pixel Manager settings to trigger a sync
3. Flush all server-side caches
4. Check that you have at least one server-side destination configured in Pixel Manager (browser-only destinations won’t sync)
5. Try a manual resync from the domain detail page

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Event Issues

No Events Appearing

Symptoms: The Events page shows no data, or live view stays empty.

Fixes:

1. Check domain status — Both routing status (“Active”) and config status (“Configured”) must be green on the domain detail page
2. Check DNS — Verify the CNAME record is still in place with dig ssp.yourshop.com CNAME +short
3. Generate test traffic — Visit your store in a browser (not incognito with ad blockers), add an item to cart, or complete a test purchase
4. Check filters — Make sure the Events page filters aren’t set too narrowly (clear all filters and set time range to “Last hour”)
5. Check the domain events preview — Go to the domain detail page to see if events appear there
6. Flush caches — If you recently added the Sync Token, your store may still be serving cached pages without the SSP proxy endpoint. Flush all caches

Events Showing “Failed” Outcome

Symptoms: Events appear in the log but show a “Failed” status for one or more destinations.

Common causes and fixes:

Error	Cause	Fix
Invalid access token	Token expired or revoked	Generate a new token in the ad platform and update Pixel Manager
Invalid pixel/account ID	Wrong ID configured	Double-check the pixel or account ID in Pixel Manager
Unauthorized	Insufficient permissions on the token	Ensure the token has the required permissions for server-side events
Rate limited by destination	Too many requests to the ad platform API	Usually temporary — the platform will accept events again soon
Internal server error	The ad platform is having issues	Wait and retry — check the platform’s status page

Click on a failed event in the dashboard to see the exact error message returned by the destination API.

Events Showing “Denied” Outcome

Symptoms: Events show “Denied” instead of being forwarded.

Common causes:

• Quota exceeded — Your monthly request limit has been reached. Check your usage on the Dashboard or Billing page and upgrade if needed
• Subscription inactive — Your plan may have expired. Check your subscription status in Settings
• Invalid payload — The event data exceeds 100 KB or fails validation. This usually indicates a misconfigured plugin

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Billing & Quota Issues

”Request Limit Exceeded” Errors

Symptoms: Events return a request_limit_exceeded error code.

Your monthly request quota has been exhausted. Options:

1. Upgrade your plan — Go to Billing in the sidebar to upgrade to a higher tier
2. Wait for reset — Your quota resets at the start of each billing cycle
3. Check for unexpected traffic — High bot traffic or misconfigured tracking can consume quota quickly. Review the Events page for unusual patterns

Restoring Event Flow After Recovery

When quota is exceeded, SweetCode Cloud triggers a resync callback to the Pixel Manager plugin on the WooCommerce store. This sets a quota_exceeded flag that is rendered into the page HTML, causing the JavaScript frontend to stop routing events through the proxy.

After upgrading your plan or waiting for the billing cycle to reset, a new sync (automatic or manual) clears this flag. However, two caching layers can delay the recovery:

1. Server-side page cache — Full-page caching plugins (WP Rocket, LiteSpeed Cache, W3 Total Cache), hosting-level caches, and CDNs (Cloudflare, Varnish) may continue serving stale HTML that still contains the old quota_exceeded: true flag. Action required: Flush all page caches on the WooCommerce store after resyncing.
2. Browser sessionStorage — The Pixel Manager’s JavaScript caches the SSP state per browser tab session. Visitor sessions that already saw the quota-exceeded state will continue using fallback until a new tab is opened. No action required — this resolves automatically as sessions rotate.

Flush caches after upgrading

The most common reason the proxy doesn’t resume after a quota recovery is stale page caches. After upgrading and resyncing, always flush all page caches on the WooCommerce store, then verify in a new browser tab by checking the Network tab for requests to the proxy subdomain.

Not Receiving Quota Warning Emails

• Quota warnings are sent to the organization owner’s email address
• Check your spam/junk folder
• Warnings are sent at 80%, 90%, and 100% usage thresholds

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Authentication Issues

Magic Link Not Arriving

Fixes:

1. Check your spam/junk folder
2. Make sure you’re using the correct email address
3. Magic links expire after 15 minutes — request a new one if expired
4. Wait a few minutes — email delivery can sometimes be delayed
5. There’s a rate limit of 5 login attempts per email per hour — if you’ve requested too many, wait an hour

Session Expired

Sessions last 30 days. If you’re prompted to log in again, simply request a new magic link. Your data and settings are preserved.

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Error Code Reference

Error Code	HTTP	Description	Action
domain_not_configured	404	No domain config found for the hostname	Check domain setup and config status
subscription_inactive	403	Plan expired or suspended	Check billing status
request_limit_exceeded	429	Monthly request quota exhausted	Upgrade plan or wait for cycle reset
rate_limited	429	Too many requests per minute from this IP	Reduce request frequency
invalid_payload	400	Request body exceeds 100 KB or fails validation	Check event payload format
unknown_hostname	404	Hostname not recognized by SweetCode Cloud	Verify CNAME and domain registration
invalid_token	401	Authentication token is invalid	Regenerate sync token or log in again
token_expired	401	Authentication token has expired	Request a new magic link
unauthorized	401	Not authenticated	Log in first
forbidden	403	Insufficient permissions	Check your role in the organization
hostname_taken	409	Proxy hostname already registered by another org	Choose a different subdomain
domain_not_found	404	Domain ID doesn’t exist	Check the domain ID
domain_limit_exceeded	403	Plan’s domain limit reached	Upgrade plan or remove unused domains
org_limit_exceeded	403	Maximum organizations reached	Remove an org or upgrade a plan
callback_unreachable	502	Can’t reach WooCommerce callback URL	Check store accessibility and firewall
validation_error	400	Request data failed validation	Check request parameters
not_found	404	Resource not found	Check the URL or resource ID
internal_error	500	Unexpected server error	Retry later; contact support if persistent

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Still Need Help?

If you can’t resolve an issue using this guide:

1. Check the Events page for detailed error messages
2. Review the Configuration guide to verify your setup
3. Contact support through your dashboard (support level depends on your plan)