Why Am I Seeing RTB Logs but No Call Logs?
An inbound RTB request and a phone call are separate events. A publisher can ask Moja whether a call opportunity is eligible without delivering the caller afterward.
An RTB log therefore does not prove that a call arrived. Conversely, a call does not have to connect to a buyer to appear in Call Logs.
What each log tells you
Section titled “What each log tells you”Inbound RTB logs
Section titled “Inbound RTB logs”These describe the bidding request and the processing recorded for it. Depending on how far the request progressed, the details can include routing checks, downstream buyer requests, responses, and allocations.
A request may be rejected before any downstream buyer is contacted. Do not assume every request has buyer responses—or that every HTTP request produces a visible RTB log.
Call Logs
Section titled “Call Logs”These describe actual calls processed by Moja. A Call Log can exist even when the call never connects to a buyer.
An HTTP ping, POST, successful bid response, or bid confirmation is not itself a telephone call.
Trace the request to the call
Section titled “Trace the request to the call”1. Find the exact inbound request
Section titled “1. Find the exact inbound request”Open Reporting → Inbound RTB Life Logs.
Select the relevant date range and campaign or publisher filters, then expand the request. Record its Request ID and Request Time, including the timezone.
Inspect the available tabs:
- Life Log: the processing sequence and recorded reasons.
- Response: what Moja returned to the publisher.
- RTB Requests: downstream RTB steps and their responses, where present.
- Allocations: allocations associated with the request.
2. Check whether Moja returned a usable route
Section titled “2. Check whether Moja returned a usable route”Inspect the response and allocation details rather than treating HTTP 200 or success: true alone as proof of a usable bid.
If no usable route was returned, use the recorded reasons to distinguish:
- A request error or limit.
- Destinations excluded by eligibility rules, schedules, or caps.
- Downstream buyers that declined, timed out, or failed.
Required data depends on the integration and configured rules. Check the actual request against the agreed parameter names and requirements; ZIP, state, and custom fields are not universally required.
For the detailed rejection workflow, see How to Troubleshoot No Bid Responses.
3. If a route was returned, verify call delivery
Section titled “3. If a route was returned, verify call delivery”Ask the publisher to confirm:
- Whether its system selected Moja’s offer.
- The destination number it actually dialed.
- The caller ID used for the call.
- The exact transfer time and timezone.
Compare those details with the original request, returned destination, and applicable allocation or expiry window. For static multi-bid integrations, confirm the selected bid before sending the call; other integrations may use different handoff steps.
A returned route does not prove the publisher selected it or delivered the caller. An expired allocation can prevent the intended routing or request association; it does not, by itself, prove that no call reached Moja.
4. Check Call Logs independently
Section titled “4. Check Call Logs independently”If the request has a Call Log link, open it.
If the link is blank, search Reporting → Call Logs using the caller ID and delivery time. Check the organization, date range, timezone, and campaign or publisher filters; broaden the search if necessary.
A missing request-to-call link is not conclusive evidence that no call arrived.
If a call exists but did not connect, inspect that call’s outcome and Life Log. That is a call-routing or connection investigation, not simply a missing-call-log problem.
5. Escalate a confirmed delivery mismatch
Section titled “5. Escalate a confirmed delivery mismatch”If the publisher confirms a transfer but you cannot locate the call, send Moja support:
- Request ID, campaign, and publisher.
- Request and transfer timestamps with timezone.
- Caller ID and the destination actually dialed.
- The response returned by Moja and the publisher’s transfer result.
Share these details through an authorized support channel. Redact credentials and unnecessary personal information.
If response timing is the concern
Section titled “If response timing is the concern”Compare the request’s processing time with the publisher’s deadline. A response can arrive too late to be used, but processing time alone does not prove a timeout or failed transfer.