Salvatore Sinigaglia

Solutions for common issues with syncing, connections, and errors. Plus glossary and metric reference.

Troubleshooting, FAQ & Glossary

Top-level troubleshooting hub. Categories with 1-line diagnosis + cross-link to cluster-specific troubleshooting article. Start here.

Common issues and how to fix them

Account locked causes: 5+ failed logins / suspicious activity / admin lock / reset in progress. Fix: wait 15-30min OR password reset OR contact admin.

My account is locked — what to do

2FA recovery options: backup codes, email OTP fallback where available, and manual support recovery when all factors are lost.

Lost 2FA device — recovery

4 token scenarios: Wevion session JWT, platform OAuth (Meta/Google/TikTok), Stripe/Drive integration tokens, Telegram link. Each has its own re-auth flow.

Token expired — what it means

4 channels: Wavo create_support_ticket / Help Center contact / email / urgent escalation. Same-business-day for normal, hours for critical.

Contacting Wevion support

FAQ: trial duration, post-trial behavior, mid-cycle downgrade, trial features, billing cadence, refunds, multi-workspace, credits vs subscription.

FAQ — trials and billing

FAQ: ad platforms (Meta/Google/TikTok/Taboola/Snap/Outbrain), commerce/tracker (Shopify/WC/Keitaro+Binom+), B2B use, mobile app, API, white-label.

FAQ — supported platforms

FAQ: data storage region, GDPR, team isolation, AI provider data handling, data sharing, retention, right to be forgotten.

FAQ — data and privacy

FAQ: max team size, add members, 7 roles, multi-workspace, audit log, impersonation, ownership transfer, external collaborators.

FAQ — team and collaboration

FAQ: Wavo / Fast-Smart-Expert modes / voice / mobile push / credits / actions / privacy / image-video gen / multilingual / memory.

FAQ — AI features

Master glossary: brand, ad-tech, platforms, integrations, AI, workflow. Cross-link to deep-dive articles. Distinct from gs-120 (onboarding subset).

Glossary — all key terms

Frequency = impressions / reach. Avg views per user. Healthy 1.5-3 prospecting. > 5 = fatigue. Action: refresh / pause / broaden.

Metric — Frequency

Reach = unique users who saw the ad. Impressions = total views. Impressions = Reach × Frequency. Use reach for awareness, impressions for delivery.

Metric — Reach vs Impressions

CR = (conversions / clicks) × 100. % of clickers who completed the goal. Benchmark against your own history, not a fixed number. Low CR + high CTR = post-click problem.

Metric — Conversion rate

LTV + ARPU are EXTERNAL metrics (not Wevion-calculated). Use them to set ROAS targets + CPA caps. Formula: target ROAS = 1 / (margin × LTV multiplier).

Metric — LTV and ARPU

Cross-cluster troubleshooting + FAQs + glossary + metric reference + support escalation. Single hub for problem-solving.

Troubleshooting Wevion — complete guide

Feedback

Roadmap

Changelog

Meet Wavo — your AI assistant inside Wevion. Ask questions, take actions, get account-aware help.

AI Chat (Wavo)

Wavo is Wevion's in-app AI assistant. /chat. Streams answers. Reads your data. Takes actions with approval. Three modes: Fast / Smart / Expert.

Meet Wavo — your AI assistant in Wevion

Wavo orchestrates: history (max 20) → tools (max 15 rounds, 30 calls/session) → streamed response. CAN: query, action, generate. CAN'T: voice TTS, cross-team data.

How Wavo works — what it can and can't do

Open /chat. Type + Enter. Be specific (campaign / date / platform). Voice via Whisper (25MB, BCP-47 lang). Upload images / PDF / CSV / docx / xlsx (10MB).

Asking questions — best practices

Wavo sees ONLY your team's data (team_id-scoped). Row-level RBAC per tool. Strategic context cached 5 min. Never fabricates. Output sanitizes secrets.

Wavo and your data — what it sees

3 tool modes: read (instant), write (instant + audit), approval (pending → confirm). HIGH/MEDIUM/LOW risk. ACTION_TTL 30 min. Audit via ai_action_log (GET /api/v1/ai-action-log).

Actions Wavo can take (approvals, drafts, queries)

3-level structure: Project > Session > Message. Project shares instructions + memory facts (max 20). Sessions favoritable + shareable (read default).

Projects and sessions — organizing your chats

5 prompt patterns: performance review / diagnosis / action / comparison / creative. Be specific. Use project instructions for repetitive context.

Prompt tips for media buyers

Wavo: account-aware + action-capable. Help Center: static docs. Use Wavo for your data; Help Center for how-it-works. Wavo can open support tickets.

When to use Wavo vs Help Center

1 credit = $0.001. MARKUP 1.1× on model costs. credit_balance + monthly_cap. Owner/admin set cap via PUT /credits/cap. Stripe top up.

Wavo credits and limits

Team isolation by team_id. RBAC per tool. Output sanitization redacts secrets. Injection defense 50+ regex. Model providers per their terms.

Wavo privacy and data usage

Per-message feedback: thumbs up / down + comment. PATCH /api/v1/chat/messages/:messageId/feedback. Body rating (-1..1) + comment. Helps Wavo improve.

Give feedback — improve Wavo

Diagnose: wrong data, stream interrupted, approval expired, denied permission, out of credits, upload rejected, hallucination, slow, lost memory.

Wavo troubleshooting

Wavo: three modes (Fast/Smart/Expert), action approval (HIGH/MEDIUM/LOW), projects + sessions, credits, privacy, feedback. Wevion's AI assistant hub.

Wavo — your AI assistant in Wevion — complete guide

Save reusable prompts as presets and use built-in quick actions from the Presets popover in Wavo chat: visibility, output format, risk tier, pin favorites.

Presets and saved prompts (Skills)

Wavo scans your accounts and surfaces proactive suggestions by priority and scope. Review, approve, reject or open the deep link on AI Suggestions.

Proactive suggestions from Wavo

Your control center for monitoring, filtering, bulk actions, and exporting campaign performance.

Ads Manager & Reports

Ads Manager at /ads-manager — campaign hierarchy view, filters, bulk actions, drill-down. Daily monitoring + management hub for mediabuyers.

Ads Manager overview — your control center

Filter by account, platform, status, date, metric thresholds. Save filter views for reuse. Multi-column sort. Search by name.

Filtering and sorting your data

Per-column metrics: Spend, Impressions, Clicks, CTR, CPC, CPM, Conversions, ROAS, CPA, Frequency. Per-platform variants + attribution caveats.

Campaign metrics explained

Click campaign to expand into ad sets, click ad set to expand into ads. Per-level metrics + actions. Identify which adset or ad is driving issue.

Drill-down from campaign to ad set to ad

Select multiple rows → toolbar actions: pause / resume / archive / edit budget / edit bid / delete. Async via SQS workers. Confirm before destructive.

Bulk actions — pause, resume, edit budget

Right-click row → Duplicate, OR action menu Duplicate. Creates draft mirror, opens in Pro mode for customization. POST /api/v1/campaigns/duplicate.

Duplicate campaigns, ad sets, ads

Select multiple → bulk Duplicate. Creates N drafts. Customize each variant before publish via Bulk Launch grid OR per-draft Pro mode.

Bulk duplication

Naming convention: [Client]_[Type]_[Audience]_[Geo]_[YYYYMM]_[Version]. Speeds filtering, reporting, audit. Codify in templates.

Naming conventions — best practices

Right-click ad set → Add ad → inline creative + copy + CTA + URL. Skip full Campaign Creator. Good for variant or refresh.

Create an ad directly from Ads Manager

Right-click ad set → Edit budget OR double-click cell. Async via SQS edit worker. Effect within 5-10 min. Avoid > 20% daily change (learning reset).

Edit ad set budget

Ad set → action menu → Edit targeting. Modify countries, age, interests, audiences. Caveat: large changes trigger learning reset.

Edit targeting after launch

Ad row → action menu → Edit creative. Replace image/video, change copy, change CTA. Caveat: triggers platform review + learning reset.

Edit creatives

8 statuses: Active, Paused, Archived, Deleted, In Review, Rejected, Limited, Pending Approval. Per-platform variations. Action menu varies.

Understanding campaign statuses

Toggle status: row toggle or action menu. Async via SQS toggle worker. Effect within 1-2 min. Paused > 7 days = Meta learning reset on resume.

Pause and resume a campaign

Archive = hide from default view, preserve data. Delete = soft delete (may permanently remove on platform). Archive reversible; delete harder.

Archive vs delete

/reports → pick level + date + columns → Export CSV. GET /api/v1/reports endpoint. Async for large date ranges (email when ready).

Export reports to CSV

/reports → Export → PDF. POST /api/v1/report-pdf. Formatted report with branding, charts, summary tables. Templates supported.

Export reports to PDF

POST /api/v1/report-schedules. Setup: template + cadence (daily/weekly/monthly) + delivery time + recipients. Cron auto-emails.

Schedule recurring reports

Date picker, timezone (workspace default), currency (workspace default with FX conversion). Late attribution caveat 24-72h.

Date ranges, timezones, currency

Date picker → Compare to → previous period (same days last week / month / year / custom). Metrics show delta. WoW / MoM / YoY analysis.

Compare against previous period

Two sources: Meta-reported (pixel+CAPI) vs Postback (S2S). Often disagree 5-20%. Meta for bidding signals; postback for business reporting.

Postback vs Meta conversions — which to trust

Top 10 Ads Manager issues — stale data, empty filter, bulk stuck, edit not propagating, currency mismatch, mobile actions missing, with fixes.

Ads Manager troubleshooting

Ads Manager overview, drill-down, bulk actions, edits, reports CSV/PDF + scheduled, attribution caveats. Mediabuyer ops index.

Ads Manager & reports — complete guide

Connect Shopify, WooCommerce, Keitaro (Tracker Hub), Postback, Google Drive, Telegram, HubSpot, and API keys.

Commerce & Tracker Integrations

Install the Wevion app on your Shopify store. OAuth grants read_orders + read_all_orders + read_products + read_inventory (+ optional read_reports). Webhooks auto-subscribed.

Connect Shopify

Shopify webhooks deliver orders/products/refunds in real time. 15-min polling backfills missed events. 180-day initial backfill.

Shopify orders sync — what gets imported

Top Shopify issues — OAuth fails, token refresh expired, webhooks missed, scope health, multi-store, refund tracking. Fixes inline.

Shopify troubleshooting

WooCommerce uses REST API with Consumer Key + Secret (Basic Auth). Generate in WordPress, paste in Wevion, sync starts.

Connect WooCommerce

WooCommerce sync: order polling every 15 min, product refresh every 12 h, optional real-time webhooks. CDM normalizes customer fields across themes.

WooCommerce sync explained

Connect multiple WooCommerce stores in one workspace. Each is its own config. Aggregate catalog + reporting across stores.

WooCommerce multi-source catalog

Tracker Hub supports 6 trackers including Keitaro. Connect via API key + Api-Key header. Sync campaigns, conversions, mappings.

Connect Keitaro via Tracker Hub

Keitaro sync pulls campaigns + clicks + conversions every 15 min. Mappings link Keitaro campaigns to Wevion campaigns. Breakdowns by sub/landing/offer/geo.

Keitaro sync flow — what data, how often

Postback (server-to-server) sends conversions from your affiliate network directly to Wevion's Meta-only postback store. Feeds the postback conversion column in reporting.

Postback (S2S) tracking overview

Get your Wevion postback URL, configure it in your tracker with macros, test, verify events arriving. Step-by-step setup.

Set up postback tracking

Postback (server-side) vs Pixel (browser-side). Use both for best attribution with deduplication. Postback critical for iOS / affiliate funnels.

Postback vs pixel — which to use

Wevion owns a per-user Drive folder via a Service Account and grants your Gmail writer access. No personal OAuth; you work directly in the Wevion-owned folder.

Connect Google Drive

Wevion owns your Creative Hub folder via a Service Account and shares it with your Gmail (writer). Manage files in Creative Hub; open them in Drive.

Drive creative folder management

Pair Telegram bot at /connect/telegram with a one-time deep-link token. Real-time alerts for rules, spend, errors. Cross-link to gs-115.

Connect Telegram for notifications

Wevion Telegram bot commands reference: /start, /status, /stats, /help, /unlink. Italian default.

Telegram bot commands reference

HubSpot is not a self-serve integration you connect in Wevion. There is no per-user HubSpot connect flow or OAuth in the product.

HubSpot in Wevion

There is no user-facing HubSpot leads sync in Wevion. To get ad leads into your CRM, use Postback, commerce, or tracker integrations.

HubSpot leads sync

Top 10 generic sync issues across all integrations — stuck syncs, missing webhooks, attribution lag, currency, duplicates. Fixes inline.

Data and sync troubleshooting

All Wevion integrations: ad platforms, commerce, trackers, files, notifications. Categories, use cases, prerequisites. No user-facing CRM integration.

All integrations — overview and use cases

Commerce (Shopify, WooCommerce) + 6 trackers (Keitaro, Voluum, RedTrack, BeMob, TG Tracker, Binom) + Google Drive + Telegram. Meta-only postback storage.

Commerce & tracker integrations — complete guide

Wevion's unified product catalog at /product-catalog merges Shopify, WooCommerce, and manual products into one canonical model with cross-source matching.

Unified product catalog (cross-source CDM)

Connect TikTok Ads, Taboola, and Snapchat. Pixel setup, objectives, and platform-specific guidance.

TikTok, Taboola & Snapchat

Snapchat is env-gated in Wevion — contact support if Connect button hidden. When enabled: OAuth at /connect/snapchat.

Connect Snapchat

Snap Pixel is a browser tracking snippet. Auto-imported from connected Snap ad accounts. Install JS on your site to track events.

Snapchat Pixel setup

Taboola uses an OAuth2 client_credentials grant. Paste your Taboola Client ID + Client Secret at /connect/taboola; Wevion validates and stores them encrypted, then syncs campaigns + pixels.

Connect Taboola

Wevion exposes 5 Taboola objectives — Brand Awareness, Website Engagement, Lead Generation, Online Purchases, App Promotion — with campaign-level fixed CPC bidding. Native-ad format on premium publishers.

Taboola objectives and pricing

Top 6 Taboola issues — credentials missing, account ID format, sync delays, pixel install, currency. Fixes inline.

Taboola connection troubleshooting

Connect TikTok For Business at /connect/tiktok. OAuth with advertiser account, asset selection, 15-min sync.

Connect TikTok Ads

TikTok offers browser pixel + Events API (server-side). Wevion supports both. Install both for iOS 14.5+ resilience + dedup.

TikTok Pixel and Events API setup

Top 8 TikTok issues — personal vs Business account, advertiser pending review, token expired, Events API rejected, with fixes.

TikTok connection troubleshooting

TikTok + Taboola + Snapchat integration: OAuth, sync, manage, cross-platform analytics. Snapchat behind feature flag.

TikTok, Taboola & Snapchat Ads — complete guide

Connect Outbrain Amplify at /connect/outbrain by pasting an API token (no OAuth). Token valid 30 days, marketers import as ad accounts.

Connect Outbrain Amplify

Every TikTok ad needs an identity. Wevion checks TT_USER, lets you create a CUSTOMIZED_USER, and preflights pixel, catalog, app, lead form per objective.

TikTok identity and publish prerequisites

Connect Google Ads (direct and MCC), set up conversions, manage tokens, and troubleshoot integration issues.

Google Ads

OAuth flow at /connect/google-ads. Scope: adwords. Import direct accounts or all MCC-managed customers in one flow.

Connect Google Ads

MCC = manager account that owns multiple customers. Direct = single advertiser account. Wevion supports both; MCC scales for agencies.

MCC vs direct Google Ads account

Google Ads tracks conversions via Conversion Actions, set up in Google Ads UI. Wevion imports active actions for campaign optimization.

Set up Google Ads conversions

Wevion exposes 7 Google Ads campaign types: Search, Display, Video, Demand Gen, Shopping, Performance Max, and App. Each optimized for a different goal. Pick based on intent, format, and audience signals.

Shopping, Search, Performance Max — differences

Google refresh tokens don't expire unless revoked. A job runs every 10 min and refreshes short-lived access tokens due within ~15 min. Reconnect restores data on rare failure.

Google Ads token refresh and reconnection

Top 10 Google Ads issues with fixes — OAuth fails, MCC access, conversion 0, Performance Max rejected, currency mismatch.

Google Ads connection troubleshooting

Google Ads integration: OAuth connect, MCC accounts, AdWords API scope, sync, manage, cross-platform analytics, troubleshoot.