Most questions are faster to answer than to ask, and TrackIQ puts the answers one click from wherever you are. When that is not enough, a good support message gets you a real answer on the first reply instead of the third.

[Watch the walkthrough](https://kb.trackiq.com/kb-assets/kbvideo-getting-help-explainer-c30db13a.mp4)

*Prefer to watch? A hundred and seven seconds on the four checks first, then the six things to put in the message.*

## **Where help lives**

![Help & Support, pinned at the bottom of the sidebar](/kb-assets/shot-b35-help-nav-2502f0.png)

**Help & Support** sits at the bottom of the left sidebar, directly above **Settings**. It is pinned there, so it is available from every screen without navigating away from what you were looking at.

Opening it gives you **Find answers or reach our team** — three browse-topic shortcuts and a way to start a conversation:

**Documentation** — guides, FAQs, and answers from the TrackIQ team.

**Connecting Amazon** — linking and managing Seller, Vendor, Ads and DSP accounts.

**TrackIQ Features** — dashboards, insights, reports and analytics explained.

**Chat with us** — **Start a conversation** opens a live thread with the team.

The three topic shortcuts exist because the three cover most of what gets asked, and Connecting Amazon is first-among-equals: connection problems account for a large share of "something is broken" reports.

## **Try these first — they resolve most cases**

Four checks, in order, before writing to anyone:

**1. Is the data missing everywhere or in one place?** Everywhere points at a connection; one screen points at that screen. See [**My Dashboard Is Empty**](https://kb.trackiq.com/hc/knowledge-base/articles/my-dashboard-is-empty).

**2. Check the date range.** Most "the numbers are wrong" reports are a range that includes days Amazon has not finished reporting, or a comparison period that is not like-for-like. See [**Date Ranges, Day/Week/Month Granularity and Period Comparison**](https://kb.trackiq.com/hc/knowledge-base/articles/date-ranges-granularity-and-period-comparison).

**3. Check Settings → Connections.** Set the brand filter to **All**, not Active, and read the last-synced time on each source. A stale timestamp is a connection problem wearing the disguise of a data problem. See [**Fixing a Broken or Expired Amazon Connection**](https://kb.trackiq.com/hc/knowledge-base/articles/fixing-a-broken-or-expired-amazon-connection).

**4. Search the knowledge base for the exact wording on screen.** Error text and empty-state copy are usually documented verbatim.

## **The troubleshooting articles by symptom**

| What you are seeing | Read |
|---|---|
| Nothing anywhere | [**My Dashboard Is Empty**](https://kb.trackiq.com/hc/knowledge-base/articles/my-dashboard-is-empty) |
| Numbers differ from Seller Central | [**Why Don't My Numbers Match Seller Central?**](https://kb.trackiq.com/hc/knowledge-base/articles/why-dont-my-numbers-match-seller-central) |
| Ad data missing or wrong | [**My Ad Data Is Missing or Looks Wrong**](https://kb.trackiq.com/hc/knowledge-base/articles/my-ad-data-is-missing-or-looks-wrong) |
| An AMC dashboard is blank | **An AMC Dashboard Is Empty** |
| SQP looks thin | [**SQP Data Is Sparse or Missing**](https://kb.trackiq.com/hc/knowledge-base/articles/sqp-data-is-sparse) |
| Rank blank | [**Rank Data Shows Blank**](https://kb.trackiq.com/hc/knowledge-base/articles/rank-data-shows-blank) |
| A rule did not fire | [**A Rule Didn't Run**](https://kb.trackiq.com/hc/knowledge-base/articles/a-rule-didnt-run) |
| A menu item you cannot see | [**I Can't See a Menu Item Other People Can**](https://kb.trackiq.com/hc/knowledge-base/articles/cant-see-a-menu-item-other-people-can) |
| Slack has gone quiet | [**Slack Notifications Stopped**](https://kb.trackiq.com/hc/knowledge-base/articles/slack-notifications-stopped) |

## **What to include when you do get in touch**

A message with these takes one reply instead of four. Support cannot see your screen, and most of the round trips are spent establishing facts you already have.

**Which brand and marketplace.** Numbers are meaningless without the scope they were read at.

**The exact date range** shown on screen. Not "last week" — the dates.

**Where you were.** The screen name, or the URL.

**What you expected and what you saw**, as two separate statements. These diverge more often than people expect, and the gap is usually the answer.

**When it last worked.** "It has never worked" and "it stopped on Tuesday" lead to completely different investigations.

**What you already checked** from the list above, so nobody repeats it.

**A screenshot** including the date range and the brand selector.

## **Things worth stating explicitly**

**If a rule did something unexpected**, include the **Change Log** entry. It records what was changed, from what, to what, and by which rule — and it answers most rule questions on its own. See [**The Change Log: Auditing What a Rule Changed**](https://kb.trackiq.com/hc/knowledge-base/articles/the-change-log).

**If an Aria answer looked wrong**, say which chat and quote the question you asked. Aria's answers depend heavily on the wording. See [**Asking Aria a Good Question**](https://kb.trackiq.com/hc/knowledge-base/articles/asking-aria-a-good-question).

**If MCP is involved**, check **Call Logs** first and include the relevant entry — the question and the tools it used. See [**MCP Call Logs: Seeing What Your AI Tools Asked**](https://kb.trackiq.com/hc/knowledge-base/articles/mcp-call-logs).

## **What support can and cannot do**

**Can:** investigate your account's data, explain a discrepancy, re-check a connection, and confirm whether behaviour is intended.

**Cannot:** make Amazon publish data sooner. A number of the most common reports — SQP's weekly lag, AMC's monthly cohorts, Amazon's suppression of low-volume queries — are Amazon's publishing schedule rather than anything in TrackIQ. Those articles exist so you can recognise them without waiting for a reply.

## **Related**

- [**Common TrackIQ Questions**](https://kb.trackiq.com/hc/knowledge-base/articles/common-trackiq-questions) — the FAQ.
- [**My Dashboard Is Empty**](https://kb.trackiq.com/hc/knowledge-base/articles/my-dashboard-is-empty) — the first thing to rule out.
- [**Fixing a Broken or Expired Amazon Connection**](https://kb.trackiq.com/hc/knowledge-base/articles/fixing-a-broken-or-expired-amazon-connection) — the most common root cause.
- [**Where Your Data Comes From and How Fresh It Is**](https://kb.trackiq.com/hc/knowledge-base/articles/where-your-data-comes-from) — what "up to date" actually means.