Troubleshooting - Ultimate Cart Recovery (EN)

"No tracking rows are being created"

Symptoms: bin/magento ucr:detect returns 0 every time even when carts clearly look abandoned.

visicrea_ucr/general/enabled = 1?
Magento cron actually running? bin/magento cron:status or check cron_schedule table.
The candidate quotes must have:
is_active = 1
items_count > 0
updated_at <= NOW() - abandon_delay_minutes
a non-empty customer_email
Are quotes already tracked? Re-detection is suppressed for any quote that already has an active (new / contacted_step_*) tracking row.

"Emails never go out"

dry_run = 1 will look like success in the logs but skip the actual send - check that first.
License status: bin/magento ucr:debug:license. If the status is expired or invalid, sends are disabled (but dashboard + grids still work).
Mailgun reports a bounce → the recipient is silently added to the unsubscribe list and future steps short-circuit as fallback_skipped.

"SMS work in dev but fail in prod"

Daily cap exceeded? Look for SMS daily fallback cap reached in var/log/visicrea_ucr.log. Raise sms_fallback_daily_cap or audit your rule for runaway sends.
Credentials misconfigured? Each provider has its own config keys - invalid creds throw on the first send attempt; the log row carries the provider error in error_message.

Online check failed for > 7 days (grace period). The banner stays for the configured banner_period_days (default 30), after which message dispatch is disabled. Reading + dashboards keep working.

Re-run bin/magento ucr:debug:license while you investigate connectivity.

RGPD requests

bin/magento ucr:export:gdpr [email protected] > export.json
bin/magento ucr:delete:gdpr [email protected]

The unsubscribe table keeps the email (legal hold) but the source is marked gdpr_deletion.

Resetting a stuck tracking

UPDATE visicrea_ucr_tracking
SET status = 'excluded'
WHERE entity_id = ?;