Troubleshooting Guide

Data Appears Outdated or Delayed

Zaplane Insights syncs campaign data every 4 hours for most platforms. Google Ads and Meta data may have a 1-2 hour delay from their own APIs. If data appears more than 6 hours old, there may be a sync issue.

Missing Campaigns or Ad Groups

Zaplane filters out paused campaigns with no activity in the past 90 days to reduce clutter. To view all campaigns including paused:

1. Go to your dashboard
2. Click the "Filter" button (funnel icon)
3. Under "Status", select "All" instead of "Active only"
4. Apply filters

Metrics Don't Match Platform Dashboard

Small discrepancies (1-2%) are normal due to timing differences and rounding. Larger differences may indicate:

• •Date range mismatch: Verify you're comparing the same date range. Zaplane uses account timezone by default.
• •Attribution window: Conversion tracking may use different attribution windows. Check Settings → Conversion Settings to match your platform's configuration.
• •Currency conversion: If you run multi-currency campaigns, ensure Zaplane's conversion rates match your expectations (updated daily from exchange rate APIs).

No AI Recommendations Generated

The AI requires minimum data thresholds before generating recommendations:

• At least 7 days of campaign data
• Minimum $50 in daily spend
• At least 10 conversions in the past 30 days (for conversion-based recommendations)

If you meet these thresholds but still see no recommendations after 48 hours, check that AI optimization is enabled in Settings → AI Configuration → Enable AI Recommendations.

Automation Not Running on Schedule

Automated optimizations run according to your plan tier (Starter: 1x/week, Professional: 4x/week, Enterprise: daily). If automation isn't running:

Approved Recommendations Not Applied

After approving a recommendation, changes typically apply within 5-15 minutes. Check the recommendation status in AI Hub → Recommendations. If status shows "Failed", click to view error details. Common causes: platform API rate limits, insufficient account permissions, or campaigns paused since recommendation was generated.

Charts Not Loading or Showing "No Data"

• •Check your date range filter. If set to "Today" and it's early morning, data may not be available yet.
• •Verify campaign filters. If you've filtered to specific campaigns, ensure they have data for the selected period.
• •Try refreshing with Ctrl+Shift+R (hard refresh) to clear cached chart data.

Page Loads Slowly or Times Out

Large accounts with 100+ campaigns may experience slower dashboard loads. Optimize performance by:

• Using campaign filters to view subsets of data
• Shortening date ranges (e.g., 30 days instead of 90 days)
• Archiving very old paused campaigns in Settings → Campaign Management

Broken Layout or Missing Elements

This usually indicates cached CSS/JavaScript. Clear your browser cache completely: Settings → Privacy → Clear Browsing Data → Check "Cached images and files" → Clear for "All time". Then refresh the page.

"Invalid Email or Password" Error

Double-check your email for typos. If you're certain the credentials are correct:

1. Click "Forgot Password?" to reset
2. Check your spam folder for the reset email
3. If no email arrives within 5 minutes, verify you're using the correct email address (check your welcome email from Zaplane)
4. Still stuck? Contact support@zaplane.io with your account email

Two-Factor Authentication Issues

If your 2FA code isn't working:

• •Ensure your device's time is accurate (2FA codes are time-sensitive)
• •Use a backup code from your initial 2FA setup
• •Contact support with identity verification to temporarily disable 2FA

Account Locked or Suspended

Accounts are locked after 5 failed login attempts (security measure) or suspended due to payment failure. For lockouts, wait 30 minutes then try again. For payment suspensions, update your payment method in the email notification link.