Common issues

Most of these you can fix yourself in a minute. Anything that isn’t here, or anything that needs work on the server itself, message @roitrack on Telegram — that’s what it’s for, and it’s usually a same-day reply.

“Licence already in use on another server”

Your licence is pinned to a previous server’s IP. Unpin it from the portal and try again.

Admin panel won’t load, or says “Licence required”

Check your licence status at account.roitrack.app first. An expired or unpaid licence blocks the dashboard after a 3-day grace period — while your tracking keeps running. See Managing your licence.

If the licence is active and the dashboard still won’t load, get in touch. Mention whether tracking links still work, since that tells us immediately which part is affected.

Postbacks aren’t firing

1. Compare the postback URL in your network’s dashboard against the one on your Postback settings screen — character for character.
2. Confirm it’s on a tracking domain, not your admin domain.
3. Check your network’s postback log to confirm they’re actually calling it.
4. Confirm the click ID macro is right. Networks that URL-encode or truncate it break attribution silently.

Full detail: Postbacks & conversions.

Clicks are recorded but conversions never show

Almost always the click ID. Work through the postback checklist above.

If postbacks are definitely arriving, check whether you’re looking in click mode — a conversion is filed against its original click’s date, so today’s conversion for last week’s click appears last week. Switch to performance mode. See Metrics & counting rules.

Installer failed halfway

Re-run the install command — the installer is safe to run again. If it fails a second time, copy the last 20 lines of output and send them to @roitrack with your licence key.

The tracker is slow or unresponsive

1. Have you resized the server? Run Settings → Performance → Retune. Resource settings don’t follow a resize on their own.
2. Check your disk usage in your hosting provider’s dashboard. Above ~80% is worth acting on.
3. Narrow the date range if it’s only big reports that drag.

Still slow, or the dashboard won’t respond at all? Message us. Say which server you’re on, how much traffic you’re running, and whether tracking links still work.

More detail: Performance tuning.

Update failed or stuck on the old version

Check your licence is active in the portal — updates need a valid licence, though tracking doesn’t.

If it’s active, look at the update log on Settings → System. If that doesn’t explain it, send us a screenshot. See Updating.

A domain won’t get its SSL certificate

The usual causes, in order:

1. DNS doesn’t point at your server yet, or points at the wrong IP
2. The record is proxied through Cloudflare while the domain is set to Let’s Encrypt mode
3. Port 80 is blocked by a firewall
4. Too many failed attempts — Let’s Encrypt limits retries to 5 per hour per domain

Walkthrough: Domains & SSL.

Something else

Message @roitrack or email [email protected]. Useful to include:

• What you expected versus what happened
• A screenshot of the screen you’re on
• Whether tracking links still work
• Your licence key