Five questions account for most of what reaches our support inbox. Four of them turn out to be something working exactly as intended while looking as though it is not.
Prefer to watch? Fifty seconds on the checks that answer most of them.
1. Why is this screen empty?
Almost always because the data source behind it has not synced, or is not connected at all.
Check: Settings → Connections. Each source shows a last-synced time. If there is no timestamp, it has never synced. If the timestamp is days old, the connection needs reauthorising — Amazon's access tokens expire.
Also check the cadence. Search Query Performance publishes weekly and AMC monthly. An empty AMC dashboard is normal until Amazon's next delivery.
And check the brand. Every screen is scoped to whichever brand is selected in the top bar.
2. Why don't my numbers match Seller Central?
Usually one of two things.
You are comparing ad sales against total sales. Ad Sales is what Amazon attributed to an advertisement; Total Sales is everything you sold. Comparing an advertising report against a sales report compares a subset against the whole.
Attribution windows have not closed. Amazon credits sales back to ads for 7 days (Sponsored Products) or 14 days (Brands and Display). Any period covering the last fortnight is still filling in — the figure you saw yesterday can legitimately be higher today.
A few percent on a recent period is normal. A large gap on a period that closed weeks ago is not. See Why Do My Numbers Not Match Seller Central?
3. Why can't I see a menu item a colleague can?
Sections you do not have access to are hidden entirely, not greyed out — so a missing section looks exactly like a feature that does not exist.
| Symptom | Cause |
|---|---|
| A colleague sees it, you do not | your role |
| Nobody on the account sees it | your plan |
After a permission change, reload the page — the sidebar is built when the app loads.
4. How fresh is my data?
There is a precise answer rather than a general one: the last-synced time on Settings → Connections, per source.
Sales data arrives more often than advertising data, and the last day or two of any range will usually look low simply because not everything has landed. If yesterday looks like a collapse, check again tomorrow before acting on it.
5. Can I get this in a spreadsheet?
Yes — every table has an Export control, and exports respect your active filters and column choices. They are prepared in the background and listed under Exports in the sidebar.
If you would rather not export at all, ask Aria for the figures with Tables selected in the visuals row.
Still stuck?
Send three things and almost anything becomes diagnosable:
- The brand you were looking at
- The marketplace
- The exact date range
Without those, the first reply will only be a request for them — so including them up front usually saves a day.
Related
- Welcome to TrackIQ — the overview, if you are new.