Alert emails
When something stops working, Máximo doesn’t wait for a digest. It emails the people on your team who receive Technical alert notifications within minutes. There are two kinds of alert email:
- Critical alert: a destination connection, your Merchant Center account, or purchase tracking needs attention now.
- Tracking alert: Tracking monitoring found a real change in your event volume or tracking consent, or the Máximo app embed is off.
Every alert email has one button that takes you straight to where you fix it.
Who receives alerts
Section titled “Who receives alerts”Alerts go to every recipient on Settings → Notifications who has Technical alert selected and is switched on. See Notifications to add someone.
- An alert about one platform, such as a reconnect for Meta or fewer events sent to TikTok, goes to recipients whose Destinations are All destinations, or Specific platforms that include that platform.
- An alert about your whole store, such as purchase tracking, events received, consent, or the app embed, goes to every Technical alert recipient, whatever their destination scope. So do alerts about events sent to GA4.
How alerts are sent
Section titled “How alerts are sent”- Straight away. Máximo looks for new alerts every few minutes and sends them as soon as they’re confirmed.
- Grouped. Alerts found at the same time arrive in one email. The most urgent one leads with its button; the rest are listed under Also happening now in a critical alert, or Also changed in a tracking alert. Critical alerts and tracking alerts never share an email.
- Once per alert. Each alert is emailed once, as soon as it’s confirmed. It isn’t repeated while it stays open, and if it closes before the email goes out, no email is sent.
- Daily limit. A store receives at most three critical alert emails and two tracking alert emails a day.
- Outages elsewhere. If the same problem appears across many stores at once, Máximo treats it as an outage at the platform or on Máximo’s side rather than something in your store, and doesn’t email each store about it.
Critical alerts
Section titled “Critical alerts”The email’s subject is the alert’s title. When an email carries more than one alert, the subject also says how many other issues came with it.
| Alert | What it means | What to do |
|---|---|---|
| Reauthorization needed | A destination rejected Máximo’s credentials, for example because access was revoked. Catalog sync and events for that destination stop until it’s reconnected. | Select Reconnect (for example Reconnect Google) and sign in again on that destination’s connection page. The alert closes once the connection works. |
| Merchant Center account problem | Google reported an account-level issue in Merchant Center that stops your products from showing, such as a suspension or a missing business address. The email includes Google’s own description. | Select Review your Merchant Center account to open Settings → Google → Merchant Center, then fix the issue in Google Merchant Center. The alert closes once Google stops reporting it. |
| Products stopped showing on Google | A burst of products Máximo syncs to Google were newly disapproved: at least 25 products, and at least 10% of your synced products, within an hour. It also opens when one of your 10 best-selling products of the last 30 days is newly disapproved. The email names the top issues and the best sellers affected. | Select Review disapproved products to open your product list filtered to the newly disapproved products, and fix the issues Google lists on each one. See Merchant Center. |
| Storefront tracking dark | Paid online-store orders over the last day reached Máximo without a matching purchase event far more often than is usual for your store, for example “12 of 47 paid online-store orders recorded no purchase event (26% tracked, normally 88%)”. | Select Check storefront tracking to open Settings → Storefront events, and check that the conversion pixel shows Registered. See Troubleshooting. The alert closes once purchases are tracked at close to their usual rate again. |
Tracking alerts
Section titled “Tracking alerts”Tracking alerts come from Tracking monitoring, which compares your event volume and consent with your store’s own history every hour. The email shows what changed, over which window, and how far from usual, for example Purchase, last 6 hours: 412 vs about 660, -38%.
| Alert | What it means | What to do |
|---|---|---|
| Fewer events received (or Fewer purchase events received) | Máximo is receiving fewer storefront events than usual, so every destination gets fewer too. | Select Review alert. Check What else changed on the alert for a theme publish or consent shift, then check Settings → Storefront events. See Troubleshooting. |
| Fewer events sent to a destination | Fewer events are reaching one destination than usual, while events received look normal. | Select Review alert, then check that destination’s connection and event settings, and the Delivery monitor for failed events. |
| Fewer visitors allowing marketing tracking (or analytics tracking) | A smaller share of shoppers is accepting tracking than usual, so fewer events can be sent. This often follows a change to your cookie banner or privacy settings. | Select Review alert, then check your consent banner. See Consent. |
| More events received, More events sent to a destination, or More visitors allowing tracking | A spike. Spikes always show on your dashboard but are only emailed if Also alert on spikes is on. | Select Review alert. A spike can come from a campaign or sale, or from events being tracked twice, such as a second copy of a pixel installed outside Máximo. |
| Máximo app embed is off | The Máximo Pixels app embed is switched off in your published theme, often after a new theme is published. Meta, TikTok and Google browser tags don’t load and ad click IDs aren’t saved to orders. Server-side events keep flowing. | Select Turn on the app embed. See Enable tracking. |
If a change was planned, mark the alert as expected on the Tracking monitoring page: see This was expected. To change how big a change has to be before you’re emailed, or to pause alerts for a while, see Sensitivity and Mutes.
All clear
Section titled “All clear”When a tracking alert you were emailed about closes because things are back to normal, and stays closed for at least 30 minutes, Máximo sends an All clear email. The subject names what recovered, for example Purchase events sent to Meta are back to normal, Marketing consent is back to normal, or The Máximo app embed is back on. The email says when it recovered and how long the change lasted, and Open Tracking monitoring takes you to the page.
No all-clear is sent for an alert you weren’t emailed about, one you marked as expected, or one that closed because you muted it, turned the event or destination off, or disconnected the destination.
Weekly technical digest
Section titled “Weekly technical digest”Problems that aren’t urgent wait for the weekly technical digest, which Technical alert recipients receive on Mondays. It covers feed rejections, connections that need attention, delivery errors, and tracking spikes from the past week that weren’t emailed.
Related
Section titled “Related”- Notifications: add or change who receives alerts.
- Tracking monitoring: sensitivity, mutes, and past alerts.
- Delivery monitor: investigate failed events for a destination.