--- url: https://docs.oakmega.com/en/troubleshooting/tag-not-applied.md description: >- You set a tag to be applied when someone clicks a link, triggers a chatbot, fills in a form or claims a pass, but the member doesn't have it. First use Member History to see whether it was never applied or was applied and then removed, then check whether an expiry tag ran out, whether OakMega could identify the member (LINE login), and whether the trigger actually happened. Causes are listed from most common. --- When a member is missing a tag they should have, first find out whether it was **never applied** or **applied and then removed**. The causes are completely different. ## 1. Check whether the tag was ever applied 1. In the navigation bar, click **LINE**, choose **Member Management**, find the member and open their details on the right. 2. Click **Tag Info** to see the tags they have **right now**. 3. Click **Member History** to see the tag history, including whether the tag was ever applied and when it was removed. To check many people at once, go to **Member & Tag › Tag Management** and choose **Download Tag Record** (up to 10,000 entries) from the tag's "⋯" menu. | What you see | What it means | Go to | |---|---|---| | Member History shows it applied, then removed | It was applied, then removed by expiry, a remove-tag setting or a person | Section 2 | | No record of it ever being applied | OakMega didn't know who it was, or the trigger didn't happen | Sections 3 and 4 | | It was triggered a moment ago and isn't there yet | Tags are processed in the background and may still be queued | Section 5 | ## 2. It was applied, then disappeared ### The expiry tag ran out An **Expiry Tag** is removed automatically once its **Expiry Time** has passed. The screenshot below shows the Add Tag dialog. With Expiry Tag selected, you set the Expiry Time in days (up to 731) or hours (1–23). ![Add Tag dialog: Tag Name "Clicked anniversary offer", Expiry Tag selected, Expiry Time set to 7 days, with the Hours option below and Cancel and Add buttons at the bottom right](https://docs.oakmega.com/en/troubleshooting/images/tag-not-applied-01-expiry-tag.png) * The time counts from **the last update** of this tag on this member. If they get tagged again during that time, the clock restarts. * The system checks for expired tags once an hour, so removal can happen a little after the expiry time. * A very short expiry (say 1 hour) is often gone by the time you look. For long-term attributes, use a **Strength Tag**. ### A setting removed it * **Chatbot remove tags**: a chatbot can apply and remove tags at the same time. Check that this tag isn't on the remove side. * **Booking Center**: booking completion and booking cancellation each have their own tags to apply and remove, so a cancelled booking can remove a tag applied when it was booked. * **Someone removed it** by hand or with a batch action. Member History keeps a record. ### The tag or folder was deleted Deleting a tag removes it from every member, and deleting a folder deletes all the tags in it. There's no way to undo a deletion in the backend. ## 3. OakMega didn't know who it was Links, forms and approved pages need to know which member it is before they can tag anyone. Anything that skips LINE login can only count clicks and **won't apply tags**: | Source | Tags are applied | Tags aren't applied | |---|---|---| | **Deep link** | You shared the **LINE Deep Link URL** and the person went through LINE login | The **General Deep Link URL**, or the LINE login failed or was cancelled | | **Tag Routing Link** | The person went through LINE login | Login failed or was cancelled | | **Form** | **Login via Communication Platform** is on | Forms without login apply **no tags at all**: not on click, submit or answer | | **Approved page** | **Login to Communication Platform to View Page** is on | Without login, people who view the page aren't tagged | | **New/Existing Friend Link (new friends)** | They add you as a friend **within 1 minute** of clicking | They add you later than that; unblocking doesn't count as a new friend | ## 4. The trigger didn't happen Tags are only applied when the action actually succeeds: | Source | When the tag is applied | Common reasons it wasn't | |---|---|---| | **Chatbot** | When the chatbot is triggered | The chatbot didn't trigger (see [A chatbot isn't replying](https://docs.oakmega.com/en/troubleshooting/chatbot-not-replying.md)); **group chats never apply tags**; messages from blacklisted members don't trigger chatbots | | **Form** click tags | When the form opens and the person is allowed to fill it in | They don't meet the tag limits, aren't a friend, are outside the time window, or the submission limit is reached | | **Form** submit and answer tags | When the form is submitted | They opened it but didn't submit | | **Pass** | When a claim or use succeeds | The claim failed (see [Members can't claim a pass](https://docs.oakmega.com/en/troubleshooting/coupon-cannot-claim.md)), or the pass hadn't started or was already used | | **Booking Center** | On booking completion or cancellation | Other status changes don't apply tags | | **Post** interaction tags | When a friend taps the message in a real send | Taps on a **test send** don't apply tags | ## 5. It was just triggered and isn't there yet Tags are written in the background, usually within seconds, but larger volumes take longer: * **Batch tagging** from the member list is processed 2,000 members at a time, so a large batch can take a few minutes. Wait a moment, then reopen the member's details. ## Next steps * [Create and manage tags](https://docs.oakmega.com/en/guide/members/tag-management.md) * [View and filter LINE members](https://docs.oakmega.com/en/guide/members/line-member-list.md) * [Create a deep link](https://docs.oakmega.com/en/guide/marketing-tools/deeplink.md) * [Create a form](https://docs.oakmega.com/en/guide/marketing-tools/oakmega-form.md) * [Glossary](https://docs.oakmega.com/en/glossary.md)