Contact
- Hours
- Monday to Friday, 09:00 to 17:00 Central European Time
Response times
- Errors that stop conversions from being sent: we aim to reply within 2 business days.
- Other requests: we aim to reply within 5 business days.
These times apply during Monday to Friday, 09:00 to 17:00 Central European Time.
What to include
A good request lets us answer without asking questions first.
- Your Statamic and PHP versions, and the addon version (php please support:details prints them all).
- Which platform, and the message in the Conversions log or from php please conversions:test.
- Your consent mode, and whether the conversion shows in the log as Not sent, no consent.
- What you expected to happen, and what happened instead. A screenshot helps.
- When it happened, with your time zone.
Please do not send passwords or confidential content. If we need an example, we will ask for it.
Common questions
Nothing shows up in the log.
Check that the form is chosen under Settings, Events, that Statamic stored or emailed the submission, and that {{ conversions:script }} is in your layout. Test with php please conversions:test.
The log says Not sent, no consent.
Your banner has not given consent for that visitor. Call KareliaConversions.consent(true) when they accept marketing cookies, or point the addon at your banner's own cookie in the settings.
Meta says the access token is invalid.
Generate a new token in Events Manager, Settings, Conversions API, and put it in KARELIA_CONVERSIONS_META_ACCESS_TOKEN. Tokens made from a user account expire; system user tokens do not.
Test events do not show in Meta.
Copy the test code from Events Manager, Test events, into the settings. Remove it again when you are done, or real events stay marked as tests.
GA4 shows the events but Google Ads does not.
Mark generate_lead, sign_up and purchase as key events in GA4, then import them in Google Ads under Goals, Conversions. It can take a day before they appear.
Will Meta count the same lead twice?
Only if the browser Pixel also sends that Lead. Keep form leads on the server only.
Security issues
If you believe you have found a vulnerability, do not post it publicly. Write to support@karelialabs.atlassian.net instead. The security page says what to include.