Troubleshooting & FAQs

Common TrackIQ Questions

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. Watch the common questions walkthrough Prefer to watch? Fifty seconds on the checks that answer most of them. 1. Why is this screen empty? Connection detail with last-synced times 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? The headline tiles 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: 1. The brand you were looking at 2. The marketplace 3. 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.

Why Do My Numbers Not Match Seller Central?

A figure in TrackIQ rarely matches the equivalent figure in Seller Central to the penny, and in most cases neither is wrong. Here are the causes, roughly in the order they turn out to be responsible. Watch the reconciliation walkthrough Prefer to watch? Fifty-five seconds on the five reasons, in order. 1. You are comparing ad sales against total sales The most common cause by far. Ad Sales is what Amazon attributed to an advertisement. Total Sales is everything you sold. Comparing an advertising report in TrackIQ against a sales report in Seller Central compares a subset against the whole. If you want the like-for-like figure, compare Total Sales against Total Sales. The headline tiles, showing ad sales separately from spend 2. Attribution windows have not closed Amazon credits a sale back to an ad for a set period after the click — 7 days for Sponsored Products, 14 days for Sponsored Brands and Sponsored Display. So a recent period is still filling in. Sales are being attributed backwards into days that have already passed, and the figure you looked at yesterday can legitimately be higher today. Any comparison covering the last fortnight is measuring a moving target. 3. The date ranges are not the same range Two traps here. Time zone. Amazon reports in the marketplace's time zone. A day boundary in one report is not always the same instant as a day boundary in another. Range length. A comparison figure in TrackIQ is always against the immediately preceding range of the same length. If you are comparing against a Seller Central report covering a calendar month, make sure your TrackIQ range is that calendar month. 4. Different data sets arrive at different speeds TrackIQ pulls several separate feeds from Amazon, and they do not arrive together: | Data | Cadence | |---|---| | Sales and advertising | daily, with a short lag | | Search Query Performance | weekly cohorts, published after the week closes | | AMC Cloud | monthly, on Amazon's schedule | The last day or two of any range will usually look low simply because not everything has landed. If yesterday looks like a collapse, look again tomorrow. 5. Filters and state Active filters show as chips above the table Campaign views show enabled campaigns by default. If you paused campaigns during the period, their spend and sales existed but may not be in the view you are reading. Check whether paused and archived campaigns are included before concluding that money went missing. The same applies to any filter left active on the table, which also applies to exports. When it is worth reporting A few percent on a recent period is normal and usually resolves itself as attribution windows close. A large, persistent gap on a period that closed weeks ago is not. If you see that, note the exact date range, the marketplace and both figures, and send them to the support team — those three things are what make it diagnosable. Related - Where Your Data Comes From and How Fresh It Is — the sources and their lag. - Time to Conversion: Checking Your Attribution Window — attribution, the usual culprit. - My Ad Data Is Missing or Looks Wrong — if it is the advertising figures.

I Cannot See a Menu Item That Someone Else Can

If a colleague is describing a screen you cannot find, the sidebar is almost certainly showing you a smaller menu than it shows them. There are two reasons for this, and they are easy to tell apart. Watch the missing-menu walkthrough Prefer to watch? Fifty-five seconds on telling a role problem from a plan problem. The sidebar builds itself from your access 1. Your role does not include it Access in TrackIQ is set per user, and the sidebar reflects it. A section you do not have access to is not shown at all — it is not greyed out, and there is no locked padlock to click. This is worth knowing because a hidden section looks exactly like a section that does not exist. Whole areas of the product — Aria, Automations, Rank Tracker, Search Query Performance — can be absent from your sidebar while being perfectly present in the account. How to check: ask a colleague who can see the section to compare sidebars with you, or ask an administrator on the account to review your access. After it is changed: reload the page. The sidebar is built when the app loads, so a permission granted while you have the tab open will not appear until you refresh. 2. Your plan does not include it Some features are tied to the plan the account is on rather than to your user. Search Query Performance, Amazon DSP, AMC Cloud and Category Insights are available from PRO upward. Role-based AI agents are PRO+. If nobody on the account can see the section, this is the likely explanation rather than permissions. See TrackIQ Plans Explained for what each tier includes. Telling the two apart quickly | Symptom | Likely cause | |---|---| | A colleague can see it, you cannot | your role | | Nobody on the account can see it | your plan | | You could see it yesterday and cannot today | your role changed, or the account's plan did | A related case: the section is there but empty Connection status, with a last-synced time per source That is a different problem. An empty screen usually means the data source behind it is not connected — AMC dashboards need an AMC instance, DSP screens need a DSP account. Check Settings → Connections, and see My Dashboard Is Empty. Related - What's Included in Each Plan — plan gating, the usual cause. - Getting Help from the TrackIQ Team — if it is neither plan nor role.

My Dashboard Is Empty

An empty screen almost never means something is broken. It means one of five things, and they take about a minute to work through in order. Do them in this order — each is cheaper than the one after it. Watch the five checks Prefer to watch? Sixty-six seconds on the five checks, cheapest first. 1. Check the brand in the top bar Every screen in TrackIQ is scoped to one brand. If you manage more than one, you can be looking at a perfectly healthy account for a brand that has no data in this range. This is the most common cause and the fastest to rule out. Switch brand and look again. 2. Check the date range The headline tiles and the date control above them Two failure modes here: - The range predates your connection. TrackIQ has nothing from before Amazon started delivering it. On a new account, a range covering last quarter will be empty and always will be. - The range is too recent. The last day or two is still filling in, so a range of today alone can legitimately be blank. Widen to the last 30 days. If data appears, the range was the problem. 3. Check the source has actually synced Connection detail, with a last-synced time per source Settings → Connections. Each source shows a last-synced time. | What you see | What to do | |---|---| | No timestamp at all | it has never synced — if you just connected, wait | | A timestamp that stopped days ago | reauthorise — see Fixing a Broken or Expired Amazon Connection | | Current | the connection is fine; keep going down this list | Remember that each source is separate. Advertising screens can be full while DSP screens are empty, because those are two different connections. 4. Check whether that data has arrived yet This is the one that catches people on their first day, and nothing is wrong when it does. | Data | Cadence | |---|---| | Sales, orders, traffic, inventory | daily | | Advertising | daily, but lands later than sales | | Search Query Performance | weekly | | AMC Cloud | monthly | A blank AMC dashboard on a brand-new account is expected, and will stay blank until Amazon's next monthly delivery. The same is true of SQP until the next weekly publication. The first sync is not instant either. Amazon delivers historical data over a period rather than in one go, so a screen that is thin on day one is often full by day three. 5. Check your filters Active filters appear as chips above the table Filters persist. A filter you set on Monday is still applied on Thursday, and a combination that excluded almost nothing then can exclude everything now. Active filters show as chips above the table. If there are chips, clear them and look again. Also check Manage Columns — a column you need can be switched off, which reads as missing data rather than a hidden column. Still empty? If all five check out, it is worth reporting. Three details make it diagnosable immediately, and without them the first reply will only be a request for them: 1. The brand you were looking at 2. The marketplace 3. The exact date range A screenshot showing the date control and any filter chips answers most of that in one image. The one exception If a whole section of the sidebar is missing rather than a screen being empty, that is not a data problem at all — sections you do not have access to are hidden entirely rather than greyed out. See I Cannot See a Menu Item Other People Can. Related - Turning Brand Sync On and Off — the brand filter that hides it. - Where Your Data Comes From and How Fresh It Is — how long a first sync takes.

My Ad Data Is Missing or Looks Wrong

Advertising data goes wrong in a way sales data does not: it is usually not missing at all. It is filtered out, still accruing, or being compared against something it was never going to match. Work down this list in order. The first three explain most of it. Watch the diagnosis walkthrough Prefer to watch? Sixty seconds on the three causes that explain most of it. 1. Only enabled campaigns are shown by default This is the single most common cause of “half my campaigns vanished”, and it is not a fault. Active filters appear as chips above the table Tables default to enabled entities. Paused and archived campaigns exist and keep their history — they are simply not in the default view. Change the state filter to include paused and archived, and your missing campaigns reappear with their numbers intact. If you are asking Aria, say so explicitly: “including paused and archived”. Filters also persist between sessions. A filter you set last week is still applied today, and active filters show as chips above the table. If there are chips, clear them before concluding anything. 2. The last two weeks are still filling in Amazon credits a sale back to an advertisement after the click, within a window: | Ad type | Attribution window | |---|---| | Sponsored Products | 7 days | | Sponsored Brands | 14 days | | Sponsored Display | 14 days | | Amazon DSP | 14 days | So any period covering the last fortnight is incomplete by design. Sales attributed today can be added to a click from eleven days ago, which means yesterday's figure can legitimately be higher tomorrow. The practical rule: a Sponsored Brands campaign three days old has eleven days left to accumulate sales. Judging it today makes it look far worse than it is. For a figure that will not move, use a period that closed more than a fortnight ago. 3. 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, and the gap is not an error — it is your organic business. Ad sales and total spend are reported as separate figures The same confusion produces the other frequent question: “why does my ACoS not match?” ACoS uses ad sales; TACoS uses total sales. They are different questions, and both are correct. See Understanding ROAS and Key Amazon Advertising Metrics. 4. Advertising is a separate connection Connecting your Seller account does not connect advertising. They are separate authorisations, and each has its own last-synced time. Each source shows when it last synced Settings → Connections. If the advertising timestamp is days old while sales is current, that connection has expired — the symptom is a timestamp that stops advancing, not an error message. Note also that advertising data lands later than sales data even on a healthy connection. A recent day looking thin on ads while sales look fine is normal. See Fixing a Broken or Expired Amazon Connection. 5. SP, SB and SD do not simply add up If your per-type figures look right but the total looks wrong, this is why. A combined total blends a 7-day window with two 14-day windows. It is a reasonable figure for how big each channel is, and a misleading one for how efficient — Sponsored Brands has twice as long to be credited with a conversion, so its ACoS flatters it against Sponsored Products. Compare like with like: SP against SP, SB against SB. See Why SP, SB and SD Numbers Don't Add Up. 6. Check the brand and the marketplace Every screen is scoped to the brand in the top bar and the marketplace you have chosen. A campaign that exists in one marketplace will not appear while you are looking at another. When the trend chart drops off a cliff at the right-hand edge The last days of any trend are still accruing Almost always reporting, not trading. Two causes, in order of likelihood: attribution windows still open, and advertising data landing later than sales. Before acting on it, look at the same chart tomorrow. A genuine collapse is still there; a reporting artefact has filled in. Still wrong? If none of the six applies, it is worth reporting. Three details make it diagnosable straight away: 1. The brand and marketplace 2. The exact date range 3. The ad type — and whether paused and archived were included A screenshot showing the date control and any filter chips answers most of that in one image. Related - Why Do My Numbers Not Match Seller Central? — when it is a mismatch, not a gap. - Turning Brand Sync On and Off — the silent one.

A Rule Didn't Run

Two different things get reported as “a rule didn't run”, and they need opposite fixes: It did not execute. Nothing happened at the scheduled time. It executed and changed nothing. It ran, evaluated, and decided no action was warranted — which is usually correct behaviour. Telling them apart takes about ten seconds. Watch the walkthrough Prefer to watch? Sixty-nine seconds on telling the two problems apart in ten seconds. Step 1: read Last run Last run and Next run sit on every rule row Automations → Rules. Find the rule and read Last run and Next run. | What you see | Which problem you have | |---|---| | Last run is recent | it ran — go to step 2 | | Last run is old or empty | it did not run — go to step 3 | | Next run is empty | it is not scheduled — step 3 | Do this before anything else. Half of these reports end here, because the rule ran perfectly and simply had nothing to do. Step 2: it ran but changed nothing Open the Change log and filter to the rule. No rows for that run means it evaluated and found nothing meeting its conditions. That is usually the right answer. A trim-waste rule with nothing to trim is a rule doing its job on a good day. It becomes a problem when it is always silent. Three causes, in order of likelihood: Thresholds too strict. “ACoS over 40% and clicks ≥ 50 and zero orders” may match nothing in your account. Loosen one clause at a time, not all three. The look-back window is too short to accumulate evidence. A 7-day window on a low-volume target may never reach the click threshold. Widen the window before loosening the threshold — it is the safer change. The group is wrong. Check the rule group's campaign count, and check the campaigns in it are the ones you meant. A rule pointed at a group of six quiet campaigns will be quiet. See Rule Groups. Step 3: it did not execute Work down this list. Is the rule ACTIVE? The status column says so. A rule that is not active is not scheduled. Is Next run set? An empty Next run means nothing is queued. Has the connection expired? A rule needs live advertising data to evaluate. If the ADS source stopped syncing, the rule has nothing current to judge. Check Settings → Connections — the symptom is a last-synced time that stops advancing, with no error. See Fixing a Broken or Expired Amazon Connection. That third one is the cause people find last and should check first, because it explains a rule going quiet on a date rather than gradually. Does the group still contain campaigns? A group emptied by campaign archiving leaves the rule with nothing to act on. Did somebody change it? Rules are account-level. A colleague can pause one. The case that looks like a failure and is not A rule that paused everything it could pause has nothing left to do. A pause rule that fired on twenty targets last week and nothing this week is not broken — it already dealt with them. Paused entities vanish from the default table view, so the account can look untouched. Check the Change log for last week rather than yesterday before concluding anything. When a rule runs but the change does not stick Rare, and it points outward rather than inward. Something else changed it back. Two rules on the same group will fight — the Change log shows a bid moving up on one day and down the next. Fix by scoping to different groups, or using one recipe that adjusts in both directions. See Targeting Rules. Somebody changed it by hand, in TrackIQ or in Amazon's console. Manual changes do not appear in the Change log, so a change with no matching row was made by a person. Amazon rejected it. A bid below Amazon's minimum, or a campaign archived at Amazon's end, cannot be set. The check that prevents most of this Read the Change log the day after switching on a new rule. Volume, direction, repetition. A rule that has done something visible and sensible on day one is a rule you can leave alone — and if it did nothing, you find out immediately rather than in a month. See The Change Log and Guardrails to Set Before You Automate Anything. Related - Scheduling: Last Run, Next Run and Run History — last run, next run and history. - Turning Brand Sync On and Off — a rule scoped to an inactive brand finds nothing.

SQP Data Is Sparse or Missing

SQP looking thin is usually not a fault. It is the report behaving the way Amazon publishes it — weekly, lagged, and only for queries with enough volume to be disclosed. Work through these in order. The first four explain nearly every case. Watch the walkthrough Prefer to watch? A hundred and three seconds on four causes that explain nearly every thin SQP dashboard. 1. It is weekly, and the latest week may not exist yet SQP is published in whole-week cohorts, and Amazon releases each week some days after it closes. So the most recent week is routinely absent or incomplete, and a range ending "today" will look like it is missing data — because it is. Check the date range on the dashboard. It reads as whole weeks, for example Last 6 weeks · Jun 28 – Aug 8. If you have asked for a period that includes the current, unfinished week, expect a gap at the end. This is the single most common cause. See SQP Is Weekly: Reading Week Cohorts Correctly. 2. Amazon suppresses low-volume queries Amazon does not publish search-query data for every phrase. Queries below a volume threshold are withheld, because the data would identify individual shoppers. The consequences are worth being clear about: Long-tail terms will be missing, permanently, however long you wait. Small categories will look sparse overall. This is not a TrackIQ limitation and no setting changes it. Your niche products may have almost no SQP data, while your best sellers have plenty. If your account is small or your category is narrow, thin SQP is the expected state rather than a problem to solve. 3. You are on the Products tab with a thin product Account and Products, with the product pager The Products tab reports one ASIN at a time and covers only ASINs with tracked query data. A product with few queries will show very little, while Account looks perfectly healthy. Switch to Account to confirm the data exists at all before concluding anything is broken. See Account vs Products: Two Ways to Read SQP. 4. The filters are narrower than you think Three controls quietly reduce what you see: The Generic / Branded / Competitor chips. If Branded is selected and you have few brand terms, the table will be nearly empty. That is the filter, not the data. See Generic, Branded and Competitor Terms. The search box above the table. The top-200 cap. The analysis table shows the top 200 queries by SQ Score, not everything. A term you expect may simply be below the cut. 5. Check the connection If the whole dashboard is empty rather than thin, this becomes the likely cause. Settings → Connections. SQP arrives through the Amazon Ads connection, so check: Is the brand toggled on? Set the filter to All, not Active — a brand switched off is invisible under Active. See Turning Brand Sync On and Off. Is ADS connected, and what is its last-synced time? A stale timestamp is a connection problem. See Fixing a Broken or Expired Amazon Connection. 6. It may be genuinely new A newly connected account has no history to show. SQP builds up as weeks close, so a connection made three weeks ago has at most three weeks of cohorts — and the most recent may not have published yet. There is no backfill to request. It fills in on its own. 7. Check your plan Search Query Performance is not on every plan. If the section is missing from the sidebar entirely — rather than present and empty — that is a plan question, not a data one. Worth knowing: MCP Only includes SQP where Starter does not, which surprises people. See What's Included in Each Plan. How to tell which one you have | Symptom | Most likely cause | |---|---| | Latest week missing, earlier weeks fine | 1 — publication lag | | Big terms present, long tail absent | 2 — suppression, permanent | | Account fine, one product empty | 3 — thin product | | Table nearly empty, tiles populated | 4 — a filter | | Everything empty | 5 — connection or sync | | Everything empty, account is new | 6 — wait | | Section not in the sidebar | 7 — plan | What not to do Do not widen the date range to "find" the missing week. It will not appear before Amazon publishes it, and a wider range makes week-over-week comparison harder. Do not compare arbitrary date ranges. SQP is weekly. Ranges that cut across weeks produce movements that are artefacts of the cut. Do not expect long-tail terms. Suppression is Amazon's, and permanent. Do not conclude a query has no demand because it is absent. Absent means undisclosed, which is not the same as zero. Related - SQP Is Weekly: Reading Week Cohorts Correctly — cause 1, in full. - Account vs Products: Two Ways to Read SQP — cause 3. - Turning Brand Sync On and Off — cause 5. - My Dashboard Is Empty — when it is not just SQP.

Rank Data Shows Blank

Rank tracking is the one part of TrackIQ that does not come from an Amazon report. It is measured — TrackIQ runs the searches and records where things appear — which means blank rank data has a different set of causes from blank ad data. Work through these in order. Watch the walkthrough Prefer to watch? A hundred seconds on why rank is measured rather than reported, and what blank actually means. 1. Is there a project at all? The Rank Tracker project list Rank Tracker is opt-in. Nothing is tracked until you create a project and add keywords to it. An empty Rank Tracker on a brand-new account is not a fault — it is the starting state. See Rank Tracker: Creating Your First Project. The banner on the screen also states the limits: up to 50 projects per account, 25 keywords per project. A keyword you thought you added may have been over a project's cap. 2. It has not run yet A newly created project has nothing to show until its first collection completes. Rank is sampled on a schedule, not on demand, so: A project created an hour ago will be blank. Give it a full cycle. A keyword added to an existing project starts from the moment you added it. There is no history for it and no backfill to request. The chart begins on the day you started tracking. This is the single most common cause after "no project yet". 3. The date range predates the project Visibility, average position and Top 10 The KPI tiles and the chart follow the date range like every other screen. If your range starts before the project did, the early part will be empty — correctly, because nothing was measured then. Narrow the range to the period since tracking began and the data appears. A partially blank chart with data only at the right-hand end is almost always this. 4. The product genuinely does not rank Blank and zero are not the same, and the screens distinguish them: No row / no data point — nothing was measured. A recorded position outside the tracked depth — measured, and you were not found. TrackIQ records rank down to a fixed depth of results. A product sitting far below that depth is not "missing data"; it is a product that does not rank for that phrase. Nothing you change in TrackIQ will make it appear. Check a keyword you know you rank for. If that one populates and the others do not, the data collection is fine and the answer is competitive, not technical. 5. Organic vs Sponsored The tracker separates the two, and a product can be blank in one and present in the other. Sponsored blank — you were not running ads on that phrase at collection time, or your ad was not served in that sample. Organic blank — you were not in the organic results at the tracked depth. Do not read a blank Sponsored column as a tracking failure if the campaign was paused, out of budget, or simply not eligible that day. See Organic vs Sponsored Rank. 6. The keyword or ASIN is wrong Two mechanical causes worth checking before anything else: A misspelled or oddly-spaced keyword will be tracked faithfully and return nothing, because nobody searches it. A tracked ASIN that is inactive, suppressed or out of stock will not appear in search results, so it will not rank. Rank returning while inventory is out is not something to wait for — the listing has to be buyable first. See Catch a Stockout Before It Costs You Rank. 7. Marketplace mismatch A project tracks a marketplace. A US ASIN in a UK project will show nothing at all. Confirm the marketplace on the project matches the ASIN you added. 8. Badges are not always present Amazon's Choice and Best Seller Rank columns are frequently blank, and legitimately so. Amazon's Choice is awarded to one product per query and most products never hold it. A blank badge column means the badge was not present, not that the check failed. See Tracking the Amazon's Choice Badge. How to tell which one you have | Symptom | Most likely cause | |---|---| | Rank Tracker entirely empty | 1 — no project | | Project exists, nothing anywhere | 2 — not collected yet | | Chart empty on the left, fine on the right | 3 — range predates the project | | Some keywords populate, others do not | 4 — you do not rank for those | | Organic present, Sponsored blank | 5 — ads not serving | | One ASIN blank across every keyword | 6 — listing inactive, or 7 — wrong marketplace | | Badge column blank | 8 — normal | What not to do Do not widen the date range to find missing history. There is none before the project started. Do not add the same keyword twice hoping to force a re-collection. It runs on its own schedule. Do not treat a blank as zero in a report. Not measured and measured-as-absent are different claims. Related - Rank Tracker: Creating Your First Project — if there is no project. - Reading Visibility, Average Position and Top 10 — what the tiles mean. - Organic vs Sponsored Rank — why one can be blank. - My Dashboard Is Empty — when it is not just rank.

Slack Notifications Stopped

Slack notifications stopping is usually one of three things: the connection, the subscription, or Slack itself. They fail differently and the fix is different in each case, so it is worth finding out which before changing anything. Watch the walkthrough Prefer to watch? Ninety seconds on three failures that look identical, and the one-minute test that splits them. Start here: is anything else broken? Open TrackIQ and look at your dashboard. If TrackIQ has no data either, this is not a Slack problem. It is an Amazon connection problem, and Slack is correctly reporting nothing. See Fixing a Broken or Expired Amazon Connection. If TrackIQ has data and Slack does not deliver it, continue below. That one check separates a delivery failure from a data failure, and it takes ten seconds. 1. Check the connection is still live Aria in Slack, in Settings Settings → Aria in Slack. The connection card The card is the source of truth. It carries a status badge in the top right — NOT CONNECTED when the link is gone — and shows which workspace it is attached to. Not connected — reconnect from this screen with Add to Slack. It is one click and, per the card, no admin install is required — it works with any workspace you already belong to. See Connecting TrackIQ to Slack. Connected to the wrong workspace — usually because someone reconnected from a different Slack account. Messages are going somewhere, just not where you are looking. 2. The app was removed from the workspace A Slack workspace admin can remove an app without anyone in TrackIQ being told, and this is the most common silent cause in larger teams. Symptoms fit a very specific pattern: It worked, then stopped abruptly — no gradual degradation. TrackIQ still shows the connection as it was. Nothing appears in Slack at all, not even errors. Check in Slack: workspace Settings & administration → Manage apps. If TrackIQ is not listed, it was removed. Re-adding is the same one-click Add to Slack flow — no admin install needed — unless your workspace restricts app installation generally. 3. The channel changed underneath it Notifications go to a specific channel, and channels are not permanent: The channel was archived. The channel was made private and the app was not re-invited. The channel was renamed — usually fine, but worth confirming. The app was never invited to the channel in the first place. A public channel still needs the app present. In Slack, type /invite @TrackIQ in the channel, then mention @TrackIQ to use it. A private channel is the classic case. Everything looks correct on both sides and nothing arrives, because the app cannot see the channel. 3a. The channel is pinned to the wrong brand A distinct failure that looks like working software. Each channel keeps its own brand pin. That is the point of the feature — Brand A in #marketing, Brand B in #ops. Aria remembers which one a channel is using and does not ask again. So a channel can answer perfectly and be answering about a different brand than you assume. Numbers that look wrong rather than absent are frequently this. Type switch in the channel to re-pick the brand. 4. Nothing has actually triggered Some notifications are event-driven, so no message can mean no event. Alerts fire when their condition is met. A quiet week is a quiet channel. Check Alerts → History in TrackIQ: if there are no recent alerts there either, Slack is working and there has simply been nothing to say. See Alert History and Priority. Scheduled summaries should arrive on their schedule regardless. If a daily summary is missing, that is a real failure — a missing alert may not be. Distinguish "no messages" from "no messages that should have existed" before escalating. 5. Your own Slack settings Two personal settings suppress messages that were delivered perfectly: Do Not Disturb hides the notification, not the message. Scroll the channel — if the messages are there, delivery is fine. Channel muted, or notification preferences set to mentions only. Same symptom, same check. Look in the channel before assuming nothing arrived. This resolves a surprising share of reports. 6. Ask Aria something directly If Aria is connected, message it in Slack and see whether it answers. It answers — the connection is healthy, so the problem is subscription or channel routing, not the link. Note that replies in Slack are text-only; charts and tables are web-only, so a missing chart is not a fault. It does not answer — the connection or the app installation is the problem. Back to steps 1 and 2. This is the fastest single test available, and it separates the two halves of the problem cleanly. See Chatting With Aria in Slack. How to tell which one you have | Symptom | Most likely cause | |---|---| | TrackIQ itself is empty | not Slack — Amazon connection | | Worked, then stopped dead | 2 — app removed | | Aria replies, notifications do not arrive | 3 — channel | | Aria does not reply | 1/2 — connection or install | | Alert History is also empty | 4 — nothing triggered | | Messages are in the channel when you scroll | 5 — your Slack settings | | Answers arrive but the numbers look wrong | 3a — wrong brand pinned | If none of that explains it Collect these before contacting support — they are what will be asked for: Which workspace and channel. When it last worked, roughly. Whether Aria replies to a direct message. What TrackIQ's Aria in Slack screen shows now. See Getting Help from the TrackIQ Team. Related - Connecting TrackIQ to Slack — the setup, and how to redo it. - Chatting With Aria in Slack — the direct-message test. - Setting Up Smart Alerts and Real-Time Notifications — what should be arriving. - Get Your Daily Number in Slack Without Opening TrackIQ — the scheduled-summary side.

Getting Help from the TrackIQ Team

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 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 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. 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. 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. 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 | | Numbers differ from Seller Central | Why Don't My Numbers Match Seller Central? | | Ad data missing or wrong | 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 | | Rank blank | Rank Data Shows Blank | | A rule did not fire | A Rule Didn't Run | | A menu item you cannot see | I Can't See a Menu Item Other People Can | | Slack has gone quiet | 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. 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. 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. 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 — the FAQ. - My Dashboard Is Empty — the first thing to rule out. - Fixing a Broken or Expired Amazon Connection — the most common root cause. - Where Your Data Comes From and How Fresh It Is — what "up to date" actually means.