Something not working? Start here. This page is a map rather than a manual, find your problem below and we'll send you to the article that actually fixes it.
If you can't see your issue, email us at support@tryatria.com with your account email, what you were doing, what happened instead, and a screenshot if you have one. Those four things let us skip a round trip.
The three we're asked most
"My ad account is still syncing." A first historical sync takes around 15–20 minutes — longer for large accounts with a lot of history. If it's been considerably longer than that, something's stuck rather than slow. → Why isn't Atria syncing my data
"I've lost access — the person who set our workspace up has left." You don't need us for this if anyone else still holds Admin. → Transfer workspace ownership or change your admin email
"I can't find where to cancel." Billing controls are Admin-only, which is usually the real answer. → How to cancel your subscription or request a refund
Account, access and login
If this is you | Go here |
Can't log in, or forgotten your password | Use the password reset link on the login page, then read the note below |
Invited someone and they can't see the invite | Manage account access |
Signed up with the wrong email address | Transfer workspace ownership or change your admin email |
Need another Admin, or your only Admin has left | Atria accounts and admin roles |
Want to delete your account and all your data | Delete your Atria account and data |
On password resets: request a new link if yours has expired, and check spam. If it still won't let you in, you're almost certainly on a different email address from the one your workspace was created with — that's the cause nine times out of ten. Email us the address you're trying and we'll tell you which one the workspace is on.
On invites not arriving: the usual culprit is an email mismatch. Your colleague has to sign up with the exact address the invitation went to — user@company.com and user2@company.com are different people as far as we're concerned.
Billing, plans and refunds
If this is you | Go here |
Choosing or changing plan | Choose your Atria plan |
Invoices, payment method, VAT details | Manage billing and plans · How to request a VAT invoice or update your billing details |
Cancelling, or asking for a refund | How to cancel your subscription or request a refund |
Charged when you weren't expecting it | How to cancel your subscription or request a refund |
Starting out, or wondering about trials | Start with Atria's free plan |
One thing worth saying plainly: the free plan is permanent and doesn't convert to anything. There's no card on file and no countdown. If you're on a paid plan and a charge looks wrong, send us the account email and the charge date and we'll review it — we do that case by case rather than by policy.
Ad accounts, syncing and data
If this is you | Go here |
Connecting Meta or TikTok for the first time | How to connect your ad account |
Sync stuck, or data not appearing | Why isn't Atria syncing my data |
Accounts keep disconnecting, or won't stay connected | How to connect your ad account |
Numbers don't match Meta or TikTok | Why isn't Atria syncing my data |
Ad account or board names showing as asterisks () | That's Demo mode, not a data problem — turn it off in the avatar menu (bottom-left). It's per-user, so only you see it |
Connecting Instagram | How can I connect Instagram to Atria & troubleshoot saving ads |
Attribution data from Northbeam | Northbeam integration — connect attribution data to Atria |
On discrepancies: small gaps between Atria and the platform are normal — data syncs on a schedule rather than live, and the platforms calculate attribution differently from each other. A gap of more than about 10% is worth reporting with a specific example.
Reports, Radar and analytics
If this is you | Go here |
Ad previews not loading in a report | Ad preview not loading in reports |
Radar not loading or crashing | Radar not loading or crashing |
Radar grades don't match what you care about | What is Radar (overview) |
Scheduled Slack reports not arriving | Send reports to Slack on a schedule |
Turning off automatic ad generation | How to turn off Auto-Gen |
On Radar grades: they're a ranking across your own ads, not an absolute score, so they shift as your account changes. Hover any grade column header — Hook, Retention, Click-through or Conversion — and the tooltip explains exactly what that grade measures. You can also change which metric Radar optimises around, which is usually what someone means when they say the grades feel wrong.
Launching ads
If this is you | Go here |
Ad account showing 1/2 on permissions | Launch permissions — why is my ad account showing 1/2 |
Launch permission not granted | Launch permission not granted |
Meta app permissions missing | Required Meta app permissions missing |
Raya, AI generation and credits
If this is you | Go here |
Raya not responding or timing out | Raya not responding or timing out |
A generation failed but still drew down credits | Understand and manage AI credits |
Generations aren't matching your brand | Generate image ads with Raya |
Wondering what an action costs | Understand and manage AI credits |
On failed generations: if a generation fails, you shouldn't be charged for it. Send us your account email, what you were generating and a screenshot, and we'll put the credits back.
Inspo and brand data
If this is you | Go here |
Can't find a brand you want to follow | How to request a brand in Inspo |
Followed a brand but not seeing all their ads | How to request a brand in Inspo |
Downloading a brand's ads in bulk | How to mass-download ads from a brand |
On missing ads: we start pulling a brand's ads the moment someone follows them, so if you're the first person on Atria to follow a brand, we can only show what's currently live in the Meta Ad Library — not ads that stopped running before you hit follow. Meta also restricts some ads entirely, and we can't reach those.
If none of the above is your problem, or you've tried the article and you're still stuck, email us at support@tryatria.com. We'd rather you asked early than lost an afternoon to it.