FAQ

How do I confirm that the Braze channel is set up properly in EdgeTag?

Go to Audience → User Search in your Braze dashboard and search for an email address that was active on your site after enabling the channel. Open the user profile, navigate to the Activity tab, and check for events listed under Custom Events. If events appear there, data is flowing correctly.

Why are events not appearing in Braze?

The most common cause is that the visitor was not identified with an email address at the time the event fired. EdgeTag only forwards events to Braze when an email is present in the session. Check your EdgeTag Worker logs — if you see No email found; skipping Braze event, the user was anonymous at that point.

Other causes to check:

• The API key does not have the users.track permission

• The REST endpoint is incorrect or has a trailing slash

• The event name is listed in Excluded Events

Why are events for some users not sent to Braze?

Braze uses email as the stable profile identifier. Events are silently skipped for visitors who have not yet provided their email — for example, users who are browsing without logging in or completing a checkout. Once a user identifies themselves (via login, form submission, or checkout), all subsequent events in that session are forwarded.

Can I send events for anonymous visitors?

No. Sending events without a stable identifier would create orphaned profiles in Braze and risk triggering duplicate messages in your campaigns. If you need to capture pre-identification behaviour, consider using a different channel alongside Braze.

How do I see which events are being suppressed?

Check your EdgeTag Worker logs. Every skipped event is logged with the reason:

• No email found; skipping Braze event — visitor is anonymous

• PageView is excluded from Braze tracking. — event is in the Excluded Events list

What happens if I set an Event Prefix?

Every event name is prefixed before it is sent to Braze. For example, a prefix of ET_ turns Purchase into ET_Purchase. Update any Braze segments, campaigns, or Canvases that filter on event names to use the prefixed version.

Why is my Braze channel showing authorization errors?

This means the API key is invalid, has expired, or does not have the users.track permission. Go to Settings → Developer Console → API Keys in Braze, create a new key with users.track enabled, and update the key in your EdgeTag channel settings.

If the issue persists, contact us via Slack.