Troubleshooting

This page collects the cross-cutting issues — the ones that don't fit cleanly under one section. For platform-specific issues see Connected accounts → Troubleshooting.

"I see an empty page after sign-in"

You signed in but the Clients page shows nothing.

Most likely cause: your role doesn't grant View Clients, or you weren't added to a team that has access to any clients.

Fix: ask your administrator to:

1. Confirm you're a member of a team that has client access.
2. Confirm your role grants View Clients (see Catalogue).

Once your role is updated, refresh the page.

"I selected a client but everything inside is empty"

The client appears in the switcher and the URL switches, but Placements / Campaigns / Reports / Metrics all show empty states.

Most likely cause: the client has no placements yet.

Fix: see Creating a placement. Until at least one placement is wired up, there's no data for the rest of the sections to show.

"My report shows zero numbers across the board"

The report opens, the table renders, but every cell is 0 or —.

Possible causes (check in order):

1. Date range — is the range you picked outside the data window? Bump it back.
2. Placements not synced yet — check the placements page. If they're in Initial load running / Initial load scheduled, wait. If they're in Failing, click Retry.
3. Conversion mapping not configured — if your metrics include Purchases / Revenue / Lead and the relevant conversions aren't mapped, those columns will be zero. See Conversion mapping.
4. Custom metric formula references unmapped system metrics — cpa = cost / purchases is zero (or NaN, rendered as —) when Purchases is zero. Same fix as above.

"Some campaigns are missing from a Segments report"

A campaign is on a placement included in the report but doesn't show up in any row.

Cause: that campaign isn't tagged with any of the segments you picked for the report.

Fix: either tag it (Assigning segments), or add the Unknown / un-segmented bucket to the report. If you don't tag it, it'll keep contributing to the placement total but not to any segment row.

"My custom metric won't save"

You wrote a formula and the Save button is disabled / shows an error.

Possible causes:

• Syntax error — open parens not closed, two operators in a row. Look for the inline error message.
• Unknown metric — "Unknown metric: foo" — the formula references a metric that doesn't exist on this client. Define it first or fix the spelling.
• Empty formula — "Formula is required" — type something in the editor.

If everything looks right and Save still fails, take a screenshot of the formula + the error and ask your administrator — there are a few rare expression-parser edge cases.

"I can't see Edit / Delete on a row"

Action menu is missing or the action is disabled.

Cause: the relevant *:manage permission isn't part of any role you hold at the active scope.

Fix: ask your administrator to grant the role the right permission, or to assign you a role that already has it. See Domains.

"Connected account flipped to red 'Authentication required'"

The platform OAuth token expired or was revoked.

Fix: open the connected-account card, click Reconnect. Run through the platform's OAuth screen again. Existing placements pointing at this connection resume on the next sync.

See Managing connections → Reconnecting.

"The data in my Level report doesn't match the platform's reports"

This is expected when:

• The report involves currency conversion. Level uses daily rates; platforms use their own summary rates.
• The report uses conversion mapping that aggregates differently from the platform's default conversion column.
• The platform retroactively updated late-attribution data and Level hasn't re-pulled the affected day yet — wait for the next hourly run.

For a sanity-check, build a Campaigns report with Cost only, on a single placement, in the placement's native currency, for a single day. Cost should match the platform's Cost for that day exactly (modulo the platform's own restatement window).

"I changed something but other people don't see it"

Most things in Level are eventually consistent across users:

• Report definition changes (placements, segments, metrics in the report) — others see the change next time they load the report.
• Customisations (column order, hidden metrics) — these are per-user and never visible to others. By design.
• Permission changes — others' effective permissions update on next request; if they're already in the app, ask them to refresh.

"Level is slow"

If pages take a long time to load:

1. Check Level's status — long response times affect every user. Likely a platform-side incident or a heavy backfill running. Ask in the team channel.
2. Reduce report scope — a 50-placement report over 3 years is expensive. Build narrower reports for the day-to-day.
3. Network — if it's only slow for you, check your VPN / corporate proxy.

When to ask your administrator

Some things are deliberately out of self-serve scope and require an administrator:

• Workspace / Organization creation.
• Owner role assignment.
• Currency-list extensions.
• Sync-frequency tuning.
• Bulk data exports.
• Removing a client (no self-serve UI).