Troubleshooting, FAQ & Glossary
Solutions for common issues with syncing, connections, and errors. Plus glossary and metric reference.
- Common issues and how to fix themTop-level troubleshooting hub. Categories with 1-line diagnosis + cross-link to cluster-specific troubleshooting article. Start here.
- My account is locked — what to doAccount locked causes: 5+ failed logins / suspicious activity / admin lock / reset in progress. Fix: wait 15-30min OR password reset OR contact admin.
- Lost 2FA device — recovery2FA recovery options: backup codes, email OTP fallback where available, and manual support recovery when all factors are lost.
- Token expired — what it means4 token scenarios: Wevion session JWT, platform OAuth (Meta/Google/TikTok), Stripe/Drive integration tokens, Telegram link. Each has its own re-auth flow.
- Contacting Wevion support3 ways to reach Wevion support: in-app support chat, ask Wavo to open a ticket (needs approval), or email support@wevion.ai. Staffed business hours.
- FAQ — trials and billingFAQ: trial duration, post-trial behavior, mid-cycle downgrade, trial features, billing cadence, refunds, multi-workspace, credits vs subscription.
- FAQ — supported platformsFAQ: ad platforms (Meta/Google/TikTok/Taboola/Snap/Outbrain), commerce/tracker (Shopify/WC/Keitaro+Binom+), B2B use, mobile app, API, white-label.
- FAQ — data and privacyFAQ: data storage region, GDPR, team isolation, AI provider data handling, data sharing, retention, right to be forgotten.
- FAQ — team and collaborationFAQ: max team size, add members, 7 roles, multi-workspace, audit log, impersonation, ownership transfer, external collaborators.
- FAQ — AI featuresFAQ: Wavo / Fast-Smart-Expert modes / voice / mobile push / credits / actions / privacy / image-video gen / multilingual / memory.
- Glossary — all key termsMaster glossary: brand, ad-tech, platforms, integrations, AI, workflow. Cross-link to deep-dive articles. Distinct from gs-120 (onboarding subset).
- Metric — FrequencyFrequency = impressions / reach. Avg views per user. Healthy 1.5-3 prospecting. > 5 = fatigue. Action: refresh / pause / broaden.
- Metric — Reach vs ImpressionsReach = unique users who saw the ad. Impressions = total views. Impressions = Reach × Frequency. Use reach for awareness, impressions for delivery.
- Metric — Conversion rateCR = (conversions / clicks) × 100 — the % of clickers who completed the goal. Benchmark against your own history. Low CR + high CTR = a post-click problem.
- Metric — LTV and ARPULTV + ARPU are EXTERNAL metrics (not Wevion-calculated). Use them to set ROAS targets + CPA caps. Formula: target ROAS = 1 / (margin × LTV multiplier).
- Troubleshooting Wevion — complete guideCross-cluster troubleshooting + FAQs + glossary + metric reference + support escalation. Single hub for problem-solving.
- Support access by planWho can use the Wevion support chat: everyone during an initial period after signup, then Pro and above. Tickets and email stay open to everyone.
- Password reset & login problemsReset your Wevion password from the forgot-password page. Fixes for expired reset links, missing reset emails, and Google-only (OAuth) accounts.