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Why Did I Stop Receiving Matched Records All of a Sudden?

If you've noticed that your SmartPiXL service has stopped returning matched records, there could be several reasons for the interruption. The most common cause is related to changes made to the website where the SmartPiXL script is installed.

Here’s a step-by-step guide to help you troubleshoot the issue:

1. Website Changes May Have Affected Pixel Placement

More often than not, a sudden stop in data collection occurs due to website updates or modifications that inadvertently remove or disable the SmartPiXL script. If your website has recently undergone changes—such as design updates, new features, or other adjustments—it’s possible that the SmartPiXL pixel was accidentally removed or its placement was altered.

Solution:

  • Check the Pixel Placement: Ensure that the SmartPiXL script is correctly placed in the global header of your website, where it can track all relevant activity. If you suspect the pixel has been moved or deleted, re-installing it should resolve the issue.

2. Verify Your Billing Information

Another potential reason for not receiving matched records could be an issue with your billing status. If your account’s billing information is outdated or there has been a lapse in payments, SmartPiXL may pause data processing until the issue is resolved.

Solution:

  • Check Your Billing: Log into your account and ensure that your billing information is up to date. If you notice any issues with payment or account status, updating your information should restore service.

3. Contact the SmartPiXL Service Team

If you’ve confirmed that the pixel is properly placed and your billing information is up to date, but you're still not receiving matched records, there may be a technical issue that requires further investigation.

Solution:

  • Reach Out for Support: For additional assistance, contact our SmartPiXL Service Team at Service@SmartPiXL.com. Our team can help troubleshoot the problem and ensure everything is functioning properly.

Summary

The most common reasons for a disruption in matched records are changes to pixel placement during website updates or billing issues. By checking both the pixel’s placement and your account’s billing status, you can usually resolve the issue quickly. If further help is needed, don’t hesitate to contact our support team for assistance.