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 Organizations page shows nothing.

Most likely cause: you don't belong to any organization yet — you haven't created one, and no invitation has been accepted for this account.

Fix:

1. If you're setting up on your own, click Add Organization — creating organizations is self-serve. See Creating an organization.
2. If a teammate invited you, open the invitation link from the email and accept it — and make sure you're signed in with the same email the invitation was sent to. See Accepting an invitation.

"I selected an organization but everything inside is empty"

The organization appears in the switcher and the URL switches, but Ad accounts / Campaigns / Reports / Metrics all show empty states.

Most likely cause: the organization has no ad accounts yet.

Fix: see Creating an ad account. Until at least one ad account 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. Ad accounts not synced yet — check the ad accounts page. If they're in Initial load scheduled / Initial load in progress, wait. If they're in Last sync failed, click Retry. If they're in Sync paused, the owner's account is over its plan limits — see Plans & limits.
3. Revenue metrics on the Free plan — Revenue, Purchases, ROAS, CPA, AOV, Lead and CPL are Pro features. On Free those metrics aren't available in reports at all — upgrade to see them. See Plans & limits.
4. 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.
5. Custom metric formula references unmapped system metrics — a formula that divides by Purchases is zero (or —) when Purchases is zero. Same fix as above.

"Some campaigns are missing from a Segments report"

A campaign is on an ad account 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 ad account 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 in this organization. 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 contact support — there are a few rare expression-parser edge cases.

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

Action menu is missing, or everything is suddenly read-only.

Two possible causes — check both:

1. Missing permission — your role doesn't grant the relevant permission (for example Manage Organization Settings, Manage Segments, or Manage Metrics & Conversions) at the active scope. Ask an administrator in your organization to grant it, or to assign you a role that already has it. See Permission catalogue.
2. Your subscription is over its limits — after a downgrade or expiry, everything switches to read-only, ad accounts show Sync paused, and a banner explains: "Your account is over its plan limits (…). Delete resources to fit your plan or upgrade to unlock." Deleting resources always works even in this state — remove the extras to fit your plan, or upgrade. Everything unlocks automatically once you fit again. See Plans & limits.

"Connected account flipped to red 'Authentication required'"

The platform token expired or was revoked, and the card shows "The access token for this profile has expired. Please reconnect to resume data sync."

Fix: open the connection card on Connected Accounts and click Reconnect. Run through the platform's sign-in again. Existing ad accounts pointing at this connection resume on the next sync.

If you'd rather remove the connection entirely, Disconnect works too — but if ad accounts are attached, Level shows a data-loss confirmation first: disconnecting deletes those ad accounts, erases their metrics, removes the data from reports, and stops syncing.

See Managing connections → Reconnecting.

"Wire analytics disappeared or went stale"

The SEO/SMM tabs stopped updating, or a project's status shows reconnect needed.

Cause: the Wire connection an organization reads through is personal. If the person who connected Wire disconnected it, or the connection was rejected, linked projects stay in place but stop returning analytics.

Fix: open SEO/SMM, find the Wire account panel and click Reconnect (or Connect Wire). If projects were linked under a colleague's account, use Move to my account to run them under yours. See SEO/SMM.

"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 refresh (hourly on paid plans, daily on Free).

For a sanity-check, build a Campaigns report with Cost only, on a single ad account, in the ad account'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 (ad accounts, 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 with your team — long response times affect every user. Likely a platform-side incident or a heavy backfill running.
2. Reduce report scope — a 25-ad-account 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 contact support

Most things in Level are self-serve now — creating and deleting organizations, connecting and disconnecting accounts, exporting reports. A few things still aren't:

• Extending the currency list beyond the 25 supported currencies.
• Sync cadence beyond your plan — daily on Free, hourly on paid; there's no per-account tuning.
• Owner role assignment — the Owner role is protected and can't be granted in the app.
• Custom Enterprise limits — organizations, members, and ad accounts beyond the Business tier.

For any of these, use Contact support in the profile menu, or write to help@marketing-bar.com.