Why are there many RTB requests but no calls?

A high inbound RTB request count does not mean the same number of calls should arrive. Publishers can request offers without selecting Moja or delivering the caller afterward.

Start by separating three outcomes: no usable offer, an offer but no delivered call, and a delivered call that did not connect. Each needs a different investigation.

1. Compare the same traffic and time window

Open Reporting and compare the affected campaign and publisher over the same date range and timezone.

Use the inbound RTB statistics to review requests and connected calls:

• Ping-to-Call Ratio compares inbound requests with connected calls. It is not a count of all calls received.
• Converted-to-Call Ratio compares converted calls with connected calls. It does not measure whether publishers accepted Moja’s offers.
• Processing Time helps identify timing changes, but does not establish why a request failed or whether a call arrived.

A high request-to-connected-call ratio is a signal to investigate, not a diagnosis.

2. Check whether requests produced usable offers

Open Reporting → Inbound RTB Life Logs, select the affected traffic, and expand representative requests. Record each Request ID and timestamp.

Review the available tabs:

• Life Log: processing events and recorded eligibility or rejection reasons.
• Response: what Moja returned to the publisher.
• RTB Requests: downstream buyer steps and responses, where present.
• Allocations: allocations associated with the request.

Do not treat HTTP 200 or success: true alone as proof of a usable offer. Check the returned routes and allocation details.

If no usable offer was returned, distinguish:

• Missing or invalid request data.
• Destinations excluded by filters, schedules, caps, or availability.
• Downstream buyers that declined, timed out, or failed.
• Inbound request throttling.

Not every request reaches a downstream buyer. Caller ID is required; additional fields depend on the integration and configured rules.

For detailed rejection checks, see How to Troubleshoot No Bid Responses.

Check request limits separately

Open the campaign’s Inbound RTB Publishers section and review the publisher’s Rate Limit against its actual sending frequency.

Inspect the HTTP response for throttling, including 429 responses. A rate-limit rejection is not a downstream buyer no-bid, and some early rejections occur before a request record is created.

The form’s allowed range is not a guarantee of accepted throughput; separate runtime protections can apply. Do not repeatedly resend rejected requests at a higher rate.

3. If an offer was returned, verify publisher delivery

Ask the publisher whether it selected Moja’s offer and actually transferred the call. Compare:

• The destination returned by Moja with the destination actually dialed.
• The request’s caller ID with the caller ID delivered.
• The transfer timestamp with the applicable allocation or expiry window.

Follow the integration’s confirmation steps where required. An HTTP POST or bid confirmation is not itself a telephone call.

Search Reporting → Call Logs independently by caller ID and delivery time, even if the request’s Call Log link is blank. Check organization, timezone, and reporting filters before concluding that no call arrived.

For the full tracing workflow, see Why Am I Seeing RTB Logs but No Call Logs?.

4. If a call arrived, investigate its connection outcome

A Call Log can exist even when the call never connects to a buyer.

Open the call and inspect its outcome and Life Log. Investigate the actual routing attempts, destination responses, and termination details rather than attributing the failure to bidding alone.

If timing is involved, compare request processing with the publisher’s response deadline. Review the RTB group’s Ping Timeout (ms) and any applicable Timeout Override (ms). These are separate from allocation expiry and call ring timeout.

Do not shorten timeouts solely because request volume is high; doing so can discard useful bids.

See Understanding Processing Time in RTB.

What to send support

Provide:

• Campaign, publisher, and affected time range with timezone.
• Representative Request IDs and observed responses or errors.
• Whether Moja returned usable routes or allocations.
• For confirmed transfers: caller ID, destination actually dialed, transfer timestamp, and any matching Call Log ID.
• Expected outcome and any changes already tested.

Use an authorized support channel. Redact credentials and unnecessary personal information.