--- title: "Fix Meta ads tracking issues" slug: "meta-ads-tracking-faq" description: "Troubleshoot Kommo Meta Ads tracking for WhatsApp, Instagram, and Messenger, including missing ad IDs, UTM parameters, permissions, and delayed updates." tags: ["Meta Ad Tracking"] status: "update" updated: 2026-11-05T20:53:08Z published: 2026-11-05T21:19:03Z canonical: "support.kommo.com/meta-ads-tracking-faq" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.kommo.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Fix Meta ads tracking issues > [!NOTE] > **What you’ll need** > > - Access to the affected conversation and lead in Kommo, and to the ad in Meta Ads Manager. > - Admin access to Kommo if you need to change integration permissions. > > **Keep in mind** > > - Ad tracking applies to ads that open WhatsApp, Instagram Direct, or Facebook Messenger. A direct message or Messenger link can behave differently from an ad. Start with the symptom that matches what you see. After changing access or ad settings, use [Retest after a change](https://docs.google.com/document/d/1LY-AgtayeRLFUN7nvEcfBDjBrkLy4a641rY1xzBwuFo/edit?tab=t.hwm3q6tm7j1z#heading=h.mhlkkahyij1q) to check the result. - [No ad ID is saved](/resources/docs/fix-meta-ads-tracking-issues#h.lhrt472d4oif) - [The ad ID is saved, but other IDs are missing](/resources/docs/fix-meta-ads-tracking-issues#h.a14yqlh0pe4j) - [Instagram Login does not save campaign details or labels](/resources/docs/fix-meta-ads-tracking-issues#h.iyhshjhh1ori) - [Campaign IDs are saved, but labels are missing](/resources/docs/fix-meta-ads-tracking-issues#h.it30dpnsmb4g) - [Access was granted, but details are still missing](/resources/docs/fix-meta-ads-tracking-issues#h.qtdqpafl9ztw) - [Kommo receives old values after an ad change](/resources/docs/fix-meta-ads-tracking-issues#h.lpbyulqmzutu) - [The lead has values from different ads](/resources/docs/fix-meta-ads-tracking-issues#h.pcw0puka9n0c) - [Clicking an ad did not create a chat or lead](/resources/docs/fix-meta-ads-tracking-issues#h.3asqtqobv4ol) - [Preview or link problems](/resources/docs/fix-meta-ads-tracking-issues#h.8tcvruy6urxx) - [Unexpected details in direct messages or Messenger](/resources/docs/fix-meta-ads-tracking-issues#h.soaz9e33eb20) ## No ad ID is saved First confirm that the message came through the published ad and reached the correct connected account. 1. Check that the ad opens the WhatsApp number, Instagram account, or Facebook Page connected to Kommo. 2. Check that this messaging connection is active. 3. Open the published ad, use its button, and send your business a message. 4. Open the conversation in Kommo and its linked lead. In **Statistics → Tracking data**, click **Show** and check **Meta Ads ad ID**. The field should contain the ad’s numeric ID. Basic ad ID and source do not require ad-account access. If there is no conversation or lead, follow [Clicking an ad did not create a chat or lead](/resources/docs/fix-meta-ads-tracking-issues#h.3asqtqobv4ol). If the ID remains empty after a valid test, [contact support](https://www.kommo.com/contact-us/). ## The ad ID is saved, but other IDs are missing Campaign, ad set, and creative IDs need additional access. An **ad set** is a group of ads with shared audience and schedule settings. A **creative** is the ad’s content, such as its image, video, or text. Without ad-account access, Kommo receives only **Meta Ads ad ID**, **Meta Ads source**, and **Meta Ads ref** if it was set in the ad. 1. Check that the account used to authorize Kommo has access to the ad account running the ad. 2. Grant Kommo permission to read advertising data and select the correct ad account. Use the setup instructions for [WhatsApp](/resources/docs/set-up-and-manage-click-to-whatsapp-ad-tracking#h.lm5ddm22endk), [Instagram](/resources/docs/set-up-and-manage-click-to-whatsapp-ad-tracking#h.udpcv75nc3ct), or [Facebook Messenger](/resources/docs/set-up-and-manage-click-to-whatsapp-ad-tracking#h.xaqfgblucej2). 3. For WhatsApp, check that the WhatsApp Business account and ad account belong to the same Meta business portfolio, and that the WhatsApp Business account has access to the ad account. 4. For Instagram, use a Meta or Facebook connection. If you use Instagram Login, follow the next section. 5. [Retest](/resources/docs/fix-meta-ads-tracking-issues#h.mhlkkahyij1q) and check **Meta Ads campaign ID**, **Meta Ads ad set ID**, and **Meta Ads creative ID**. ## Instagram Login does not save campaign details or labels The legacy **Instagram Login** method supports only the ad ID, source, and Ref if set. It cannot save campaign, ad set, or creative IDs, UTM parameters, or custom parameters. 1. Follow [Connect Instagram to Kommo](/resources/docs/set-up-and-manage-click-to-whatsapp-ad-tracking#h.udpcv75nc3ct) to switch to Meta or Facebook. 2. Complete the matching [Instagram ad-access instructions](/resources/docs/set-up-and-manage-click-to-whatsapp-ad-tracking#h.udpcv75nc3ct). Use an account with access to the ad account and grant the requested advertising-data permission. 3. [Retest](/resources/docs/fix-meta-ads-tracking-issues#h.mhlkkahyij1q) and check the expected ID or label. Adding parameters to the ad alone will not fix this connection limit. ## Campaign IDs are saved, but labels are missing Ad-account permission does not create UTM or custom parameters. They must be added to the ad. 1. In **Meta Ads Manager**, open the ad and find **Tracking → URL parameters** at the **Ad level**. 2. Check that the parameter is present. For example, **utm_campaign=spring_sale** should fill **utm_campaign** with **spring_sale**. 3. Check the field name for typos. **utm_campain** creates a different field from **utm_campaign**. 4. If you used a dynamic placeholder, compare it with the [supported dynamic parameters](/resources/docs/set-up-and-manage-click-to-instagram-ad-tracking). Unsupported placeholders are removed; if the value becomes empty, the field is not filled. 5. Publish any corrections, then [retest](/resources/docs/fix-meta-ads-tracking-issues#h.mhlkkahyij1q). For complete syntax and examples, see [Track Meta ads with UTMs](/resources/docs/track-whatsapp-ad-campaigns-with-utms). ## Access was granted, but details are still missing Kommo may need up to **10 minutes** to start receiving ad details after you grant ad-account access. Granting access does not add details to earlier conversations. 1. Allow 10 minutes after granting access. 2. [Retest through the ad](/resources/docs/fix-meta-ads-tracking-issues#h.mhlkkahyij1q) with a new message. The contact can use an existing conversation. 3. Check the latest saved fields. If the ad ID appears but the campaign details do not, use [The ad ID is saved, but other IDs are missing](/resources/docs/set-up-and-manage-click-to-instagram-ad-tracking). ## Kommo receives old values after an ad change Ad changes can take **up to 6 hours** to apply on WhatsApp, Instagram, and Messenger. During this time, Kommo may still receive the old fields and values. 1. Check when you published the ad changes. 2. If fewer than six hours have passed, allow time for the changes to apply. 3. [Retest](/resources/docs/fix-meta-ads-tracking-issues#h.mhlkkahyij1q). 4. [Check the latest tracking update in the activity history](/resources/docs/set-up-and-manage-click-to-instagram-ad-tracking) to see which values arrived with the test. Editing an ad does not rewrite values that were already saved in leads. Check a new interaction, rather than expecting an old record to change by itself. ## The lead has values from different ads The client may have responded to another ad. Kommo replaces some fields but keeps others when the new ad does not supply them. For example, a new **utm_campaign** can replace the campaign label while an earlier **utm_content** stays. By contrast, when the ad ID changes, missing campaign, ad set, or creative IDs are cleared. Ref stays unless the new ad supplies another Ref. 1. [Open the tracking update in the activity history](/resources/docs/set-up-and-manage-click-to-instagram-ad-tracking) and check what arrived at that time. 2. Compare the affected fields with [the complete saved-value rules](/resources/docs/set-up-and-manage-click-to-instagram-ad-tracking). This helps distinguish expected retained values from a setup problem. ## Clicking an ad did not create a chat or lead On **WhatsApp and Instagram**, the client must click the ad and send a message. A click alone does not create a chat or lead, or save details to an existing lead. On **Facebook Messenger**, a click can save details if a conversation and linked lead already exist. Otherwise, a message is required. 1. Open the published ad and click its button. 2. Send your business a message in the messaging app it opens. 3. Open the conversation in Kommo and check its linked lead. 4. In the lead, go to **Statistics → Tracking data → Show** and check **Meta Ads ad ID**. If no conversation arrives, check that the ad opens the connected account and that its integration is active. ## Preview or link problems ### The Instagram ad link is missing A post link can be available when Instagram is connected through Facebook, or through Meta after ad access is granted. It is unavailable through legacy Instagram Login. 1. Check your [Instagram connection method and access](/resources/docs/set-up-and-manage-click-to-whatsapp-ad-tracking#h.udpcv75nc3ct). 2. Open the ad in Meta Ads Manager if you need to review it. 3. Check the lead’s fields separately in **Statistics → Tracking data → Show**. A missing link does not necessarily mean tracking failed. ### The WhatsApp ad text differs from what the client saw Meta may supply a different text variation from the one the client saw. Kommo shows the text Meta sends with the message. 1. Use **Meta Ads ad ID** to find the ad in Meta Ads Manager. 2. Review its text variations before replying about the offer. ### There is no ad text in an Instagram or Messenger chat This is expected: Meta does not provide ad text for these channels. Open the linked lead and check **Statistics → Tracking data → Show** to see whether the other ad details were saved. ## Unexpected details in direct messages or Messenger ### A direct WhatsApp or Instagram message has no new ad details A conversation that did not come from an ad supplies no new ad details. Earlier values can still remain in the lead. Check whether the client opened the ad and sent a message through it. Then [review the tracking history](https://docs.google.com/document/d/1LY-AgtayeRLFUN7nvEcfBDjBrkLy4a641rY1xzBwuFo/edit?tab=t.6zudq79iiqn8#heading=h.gaczs1svs5am) to see when the saved values arrived. ### Messenger shows SHORTLINK instead of an ad ID An **m.me link** opens a Messenger chat. If the link has a **ref** parameter, Kommo saves its value in **Meta Ads ref** and saves **SHORTLINK** in **Meta Ads source**. The ad ID stays empty because the link is not an ad. ### Messenger saved ad details before a new message This is expected when the client already has a conversation and a linked lead: clicking the ad can save the details immediately. If there is no linked lead, Kommo keeps the details for up to **7 days**. If the client sends their first message within that time, Kommo creates a lead and saves the details in it. ## Retest after a change | **Change you made** | **Time to allow** | | --- | --- | | Granted ad-account access | 10 minutes | | Edited the ad or tracking parameters | Up to 6 hours on all three channels | 1. Open the published ad and use its button to open the messaging app. 2. Send your business a new message. An existing conversation is fine. 3. Open that conversation’s linked lead in Kommo. 4. Go to **Statistics → Tracking data** and click **Show**. 5. Check the field you corrected. For example, **Meta Ads campaign ID** should contain the campaign’s numeric ID, and **utm_campaign=spring_sale** should produce **spring_sale** in **utm_campaign**. 6. If you are comparing old and new values, [check the latest tracking update](/resources/docs/set-up-and-manage-click-to-instagram-ad-tracking) in the activity history. ## If you still need help [Contact Kommo support](https://www.kommo.com/contact-us/) and include: - The affected channel and connection method. - The ad ID and linked lead, if available. - Which fields are missing or unexpected, and what you expected to see. - When the test message was sent. - Screenshots of the tracking fields and relevant ad settings. ## Related - [Track Meta ads with UTMs](/track-whatsapp-ad-campaigns-with-utms-1.md) - [Track Meta ads with UTMs](/track-whatsapp-ad-campaigns-with-utms.md)