Customers are not being added to ActiveCampaign

This often happens because the plugin is configured incorrectly.

Step 1


Check the Subscribe Event option. The subscribe event has three options:
  1. Order created: contact added to ActiveCampaign when WooCommerce creates the order.
  2. Order processing: contact added to ActiveCampaign when the order is marked Processing.
  3. Order completed: contact added to ActiveCampaign when the order is marked Complete.
Please review your orders to be sure that the order has achieved the status selected in the Subscribe Event. For example, if you selected Order completed and the order is shows a status of Processing, the customer details will not be submitted to ActiveCampaign until the order is set to Completed.

Step 2


Check the Display Opt-in Field. The Display Opt-In Field was changed slightly due to the GDPR requirements. There are three options:
  1. Visible, checked by default
  2. Visible, unchecked by default
  3. Hidden, checked by default
If the field is set to "Visible, unchecked by default", the customer must check the Opt-In box to allow the order details to be added to ActiveCamapign.

If "Visible, checked by default" is selected and the customer unchecks the box or "Visible, unchecked by default" is selected and the customer never checks the box, the customer details will not be submitted to ActiveCampaign in compliance with the privacy requirements set forth by GDPR.

Step 3


If neither of the options above clear up the problem, please Enable Logging of API calls to ActiveCampaign. Once the setting is enabled, all orders will be logged and you will be able to debug any error messages.

From the WooCommerce menu select Status. Once there, select the Logs tab. From the dropdown list box, you will see activecampaign logs from various dates, select the date the tag was not sent and look for the order details in the log. It will provide error messages.

One typical error you might find is -
Unable to retrieve lists from ActiveCampaign: You are not authorized to access this file
The above error message is generated when either the API URL or the API Key is incorrect.

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