stape.io Opiniões 131

Resposta da stape.io

24/03/2026

Thank you for sharing your feedback. We’re truly sorry to hear about your experience and understand your frustration.

After carefully reviewing your ticket and the communication from our support team, we’ve come to the following conclusions:

1. All responses from our support team were provided within 2 business days, in line with our SLA.
2. The issue you encountered is not related to Stape, but rather stems from how GA4 works, which we have explained in the ticket. We’ve worked to provide clear answers to your questions, and we hope this helped clarify things.
3. Based on our records, we closed the ticket after providing our responses, as we hadn’t received any follow-up or additional requests. We assumed you were satisfied with the information provided.

We’re always here to support you with any Stape-related questions and are committed to ensuring the best experience possible. The support team is working hard to ensure you have the best experience with us.

If there’s anything else you need or if you have any further questions, please don’t hesitate to reach out. We’re more than happy to assist!

Resposta da stape.io

30/01/2026

Thank you for sharing your feedback. We are sorry to hear about your experience and frustration.

We understand how important it is to have a smooth and clear cancellation process. Our subscription cancellation requires completing three simple steps:

1. Log in to your account and select the product.
2. Click the three dots in the top right corner and choose "Cancel subscription."
3. Confirm the cancellation.

For your convenience, we have a detailed guide with visual instructions available here: https://stape.io/helpdesk/documentation/cancel-subscription

We understand you believe the subscription was canceled earlier, but after reviewing our logs, we can confirm that the cancellation was processed by you only in December. Unfortunately, we are unable to offer a refund for the previous month's billing period. Refunds are based on the cancellation timing rather than service usage or traffic processed.

We truly understand that this situation is not ideal, but we follow consistent guidelines for all of our customers, and the details of your case were shared with our support team.

We hope that you'll consider giving us another chance in the future, and we're here if you need any further assistance.

Resposta da stape.io

Actualizada a 4/12/2025

Hi!

We’re sorry to hear about your experience. 
Stape provides an easy plug-and-play solution for the Meta CAPI Gateway, and many of our clients have had positive experiences.

Based on our review of your setup, we found that your Meta Pixel was not properly implemented on your site, which is why the server-side tracking wasn't able to send events to Meta. We also communicated this issue to you.

Meta CAPI Gateway works in conjunction with your Pixel, sending additional server-side events based on the data your Pixel collects. Since your Pixel wasn’t firing, the CAPI Gateway had no data to process, which led to the issue you described.

It really looks like you made an error in Step 2: https://stape.io/blog/how-to-set-up-meta-conversions-api-gateway-from-stape#step-2-connect-your-pixel

We recommend reviewing your pixel implementation and ensuring it’s properly set up. If needed, our Stape Care team can assist with a detailed audit of your current setup.

If you’d like to revert to your previous configuration, you can cancel the CAPIG subscription and re-enable your tracking along with the Pixel.
We'd still be happy to guide you through the process!

Resposta da stape.io

4/12/2025

Hi, dear Anonymous,

Thank you for sharing your feedback. We are sorry to hear about your experience, but we believe this review might not be from a genuine user - please feel free to correct us if we’re mistaken. Some of the details you mentioned don't align with our billing process or how our support team handles such issues.

We have already reached out on Trustpilot to gather more details so we can better understand and investigate the situation. After reviewing our recent tickets, we couldn't find any related inquiries or discussions regarding the issue you described.

If you did face any difficulties with your account or billing, we’re more than happy to assist you directly!

Please don’t hesitate to reach out to our support team, and we will make sure everything is resolved promptly. You can also review how our billing works on our HelpDesk here: https://stape.io/helpdesk/knowledgebase/general-questions/billing

Resposta da stape.io

27/11/2025

Thank you for sharing your feedback with us, and we sincerely apologize for the inconvenience you’ve experienced.

We wanted to highlight that our support team took immediate action to resolve your issue by:

- Recovering your GTM subscription and issuing a refund.
- Providing a promo code with a discount, which you kindly expressed gratitude for.

You previously expressed satisfaction with how your issue was resolved, but we noticed that your review changed from 3 stars to 2 stars after these actions. Could you kindly share with us if anything has changed in your experience or if there is something else we can do to make things right?

We truly appreciate your cooperation and are committed to improving your experience with Stape. Please let us know how we can assist further.

Resposta da stape.io

6/10/2025

Thank you for sharing your feedback.
We have a feeling this review might not come from a genuine user — please correct us if we’re mistaken. Some details you mentioned don’t match how our products work, and we’ve already reached out on Trustpilot asking for more information to look into your case.

If you did experience any difficulties, we’d be happy to help you personally! Let’s clarify a few things:

- Our Connections feature doesn’t include Meta/Facebook integration. You can check all available options here: https://stape.io/helpdesk/documentation/connections-feature

- If you were referring to Meta Conversions API Gateway, the setup takes just about 1 minute — here’s a quick video guide: https://www.youtube.com/watch?v=OhQpU3jOgwc

- For Facebook server-side tracking, our Setup Assistant can automatically create and import a pre-built template into your GTM container — setup usually takes under 5 minutes. More details here: https://stape.io/blog/setup-assistant-by-stape

We truly aim to make server-side tracking as simple and automated as possible. If you’d like us to guide you through the setup or check your configuration, please reach out — we’ll gladly assist at support@stape.io

Resposta da stape.io

25/09/2025

Thank you for sharing your feedback 🙏
We’re truly sorry that you had a frustrating experience with the payment process.

After reviewing the situation with our Finance team, it appears the issue stems from the payment gateway being 𝗯𝗹𝗼𝗰𝗸𝗲𝗱 𝗯𝘆 𝘆𝗼𝘂𝗿 𝗰𝗮𝗿𝗱 𝗶𝘀𝘀𝘂𝗲𝗿, possibly due to account limits or compliance-related restrictions.

Unfortunately, this is 𝗯𝗲𝘆𝗼𝗻𝗱 𝗼𝘂𝗿 𝗰𝗼𝗻𝘁𝗿𝗼𝗹, and we 𝗿𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱 𝗿𝗲𝗮𝗰𝗵𝗶𝗻𝗴 𝗼𝘂𝘁 𝘁𝗼 𝗣𝗮𝘆𝗣𝗮𝗹 for further clarification.

We regret that the issue was not resolved to your satisfaction, and we sincerely hope 𝘆𝗼𝘂 𝘄𝗶𝗹𝗹 𝗰𝗼𝗻𝘀𝗶𝗱𝗲𝗿 𝗿𝗲𝘀𝗼𝗹𝘃𝗶𝗻𝗴 𝘁𝗵𝗲 𝗺𝗮𝘁𝘁𝗲𝗿 𝘄𝗶𝘁𝗵 𝗣𝗮𝘆𝗣𝗮𝗹.

Stape offers unique solutions, and we'd be happy to welcome you back in the future once this issue is addressed.

Thank you again for your feedback, and we hope to serve you better next time.

Resposta da stape.io

3/09/2025

Thank you for sharing your feedback. We understand your frustration and want to clarify that our team strives to provide comprehensive support, from setup to troubleshooting.

As part of our service, we offer guidance on the integration of Meta CAPI Gateway with your website, but it’s important to note that we primarily focus on ensuring the 𝐬𝐞𝐫𝐯𝐞𝐫-𝐬𝐢𝐝𝐞 𝐭𝐫𝐚𝐜𝐤𝐢𝐧𝐠 𝐰𝐨𝐫𝐤𝐬 𝐚𝐬 𝐞𝐱𝐩𝐞𝐜𝐭𝐞𝐝. While the Meta Pixel and Events Manager setup 𝐟𝐚𝐥𝐥𝐬 𝐰𝐢𝐭𝐡𝐢𝐧 𝐌𝐞𝐭𝐚’𝐬 𝐝𝐨𝐦𝐚𝐢𝐧, our support team made every effort to assist by thoroughly checking your setup and recommending the next steps.

Regarding the issue you experienced with Lead events, our team investigated and confirmed that the core functionality of the Meta CAPI Gateway was working 𝐜𝐨𝐫𝐫𝐞𝐜𝐭𝐥𝐲 on the pages we tested. The problem appeared to be you simply did not see the events in the hub. We understand that out support team recommended you to reach out to Meta support prematurely, but please understand that it was made in good faith, as they manage the Meta Pixel and its custom event handling. We understand that Meta support may have limitations, but we did our best to guide you through this process and confirmed that the events were being sent successfully afterwards.

We recognize the frustration of feeling unsupported, especially when you’ve followed the instructions provided. However, we want to emphasize that 𝐨𝐮𝐫 𝐭𝐞𝐚𝐦 𝐝𝐢𝐝 𝐩𝐫𝐨𝐯𝐢𝐝𝐞 𝐚𝐜𝐜𝐮𝐫𝐚𝐭𝐞 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬 into what was happening on your setup and 𝐬𝐮𝐠𝐠𝐞𝐬𝐭𝐞𝐝 𝐭𝐫𝐨𝐮𝐛𝐥𝐞𝐬𝐡𝐨𝐨𝐭𝐢𝐧𝐠 𝐬𝐭𝐞𝐩𝐬. We also escalated the issue to our developers for further investigation, and we continue to monitor this case closely.

We remain committed to assisting you with your tracking setup. As we can see that the ticket is still open, we are happy to explore additional solutions or clarify any remaining concerns. Please feel free to reach out, and we’ll ensure that you receive the attention needed to resolve this matter.