Overview
Events for one campaign are accepted and saved, but they produce no reward and no attribution, and the campaign is never chosen during selection. Other campaigns in the same account behave normally. A common shape is a paused campaign that still accepts manually created events — an account-opened or make-good event — and attributes none of them.
First, Rule Out Three Neighbours
Three ordinary explanations look the same from the outside and are worth separating before going further:
- A targeting filter is excluding the traffic. Here the campaign is a candidate and is filtered out afterwards. Check the audience and target filters on the campaign.
- The campaign’s state forbids processing. In the case this page describes, the state does not forbid it — the events are being accepted and saved.
- A recent change has not propagated. This explains minutes, not days. If the state settled long ago and the campaign still attributes nothing, propagation is not the answer.
The Distinction That Matters
An eligible state — live, paused or ended — is necessary for a campaign to compete in selection, but it is not sufficient. A campaign only competes when it is genuinely active, and a campaign can sit in an eligible state and still be inactive because its effective start date is missing.
When the start date is absent, selection treats the campaign as not active and skips it, while My Extole keeps showing the campaign normally in its state. The interface is not a reliable signal here.
The Behavior Behind It
A missing start date is rarely deliberate. Submitting a schedule change — most often scheduling a pause — with an empty start date clears the start date, which deactivates the campaign for targeting without any other visible change. If the start date went missing at the same time as a scheduling change, that is what happened.
Evidence That Settles It
Four things need to agree before you can act on this:
- The campaign’s effective schedule has no start date.
- A campaign in the same account that is attributing normally does have one.
- The campaign’s schedule history shows the point where the start date was cleared.
- The events that failed to attribute occurred after that point.
If any of these is unavailable, or two of them disagree — for example the campaign has a start date and is still not being selected — the answer is not yet established. Ask Extole Support to look rather than changing the campaign’s schedule on the strength of the symptom alone.
What to Do
Once all four agree, set a valid effective start date on the campaign and republish it. Selection picks the campaign up on the next evaluation.
Events that were recorded while the campaign was inactive do not attribute retroactively. Ask Extole Support what can be done for the affected people before assuming they are recoverable.
