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Troubleshooting

Let's help you solve for any issues you run into

M
Written by Margaret Julian
Updated this week

Having trouble with something in Atria? This guide covers the most common issues and how to resolve them. If you don't see your issue here, email support@tryatria.com and we'll help you out.


Account & login issues

I can't log in or I forgot my password

To reset or change your password:

  1. Go to the Atria login page

  2. Click "Forgot password?"

  3. Enter your email address

  4. Check your email for the reset link (check spam if you don't see it)

  5. Follow the link to create a new password

Still can't log in? Make sure you're using the correct email address. If you have multiple accounts or workspaces, you may have signed up with a different email than you're trying to use.

Reset link not working or expired? Request a new one - reset links expire after a certain time for security.

Still stuck? Email support@tryatria.com with the email address you're trying to use and we'll help you get back in.

I invited someone but they're not seeing the invite

If you've invited someone to join your Atria workspace and they're not seeing the invite, don't worry: this is usually a quick fix. You might be getting an error like this one:

The most common culprit: Email mismatch

They need to sign up or log in using the exact email address you sent the invitation to. Email addresses are case-sensitive, which catches people off guard sometimes.

Here's what usually fixes it:

  1. Ask them to double-check the email address they're using matches the one you sent the invite to

  2. Have them check spam folders - invitation emails sometimes hide there

  3. Try the direct link - Send them to https://app.tryatria.com/invitation while they're logged in with the correct email

  4. Still stuck? No worries, email support@tryatria.com with their email address and we'll figure out what's happening

I accidentally signed up with the wrong email

Email support@tryatria.com with both email addresses (the wrong one and the correct one you want to use). We can help transfer your account or set up the right email.

I can't access my account or find settings

Make sure you're logging in with the email address associated with your Atria workspace. If you have multiple accounts or workspaces, you may need to switch between them using the workspace selector in the sidebar.

I want to delete my account and data

To delete your account and all associated data, email support@tryatria.com with:

  • Your account email address

  • Confirmation that you want to permanently delete your account and data

We'll process the deletion and confirm once it's complete. Please note that this action is permanent and cannot be undone.


Free trials & extensions

My free trial expired but I need more time

We understand that sometimes you need more time to evaluate Atria. Email support@tryatria.com and let us know:

  • Why you need more time

  • What features you're still testing

  • How much additional time you need

We evaluate trail extensions on a case-by-case basis.


Billing & payments

How do I access my invoices?

For active plans:

  1. Click on the workspace profile icon

  2. Select "Current Plan"

  3. Click "Billing & Invoice"

  4. View and download invoices in the Stripe portal

If your plan has expired: Email support@tryatria.com and specify which months you need invoices for.

I need to change my payment method

  1. Click on the workspace profile icon

  2. Select "Current Plan"

  3. Click "Billing & Invoice"

  4. Update payment information in the Stripe portal

Can't access billing? Make sure you have admin permissions in your workspace to make changes to your payment method. If you're still having issues, email support@tryatria.com for assistance.

I was charged unexpectedly

Check for these common causes:

  1. Trial ended and converted to paid - Trials automatically convert unless canceled before they end

  2. Plan upgraded mid-cycle - Upgrades charge prorated amounts immediately

  3. Multiple workspaces - If you have multiple Atria workspaces, each may have separate billing

Email support@tryatria.com with your account email and specific concerns and we'll review your account.

How do I change my plan?

  1. Click on the workspace profile icon

  2. Select "Current Plan"

  3. Choose your new plan

Upgrades: You'll be charged a prorated amount immediately.

Downgrades: Changes take effect at the end of your current billing cycle.


Cancellations & refunds

How do I cancel my subscription?

  1. Click on the workspace profile icon

  2. Select "Current Plan"

  3. Follow the cancellation flow

Your subscription will remain active until the end of your current billing period.

Can't access "Current Plan"? See the question above or email support@tryatria.com.

I can't find the "Current Plan" option to cancel

This happens for a few reasons:

  1. Your plan expired - Expired plans can't access normal billing settings. Email support@tryatria.com to cancel and request refunds if needed.

  2. You're not a workspace admin - Only workspace administrators can access billing and plan management. Check with your workspace owner if you need admin access.

If you're an account admin with an active Atria plan and are still having issues, email support@tryatria.com with a screenshot of what you're seeing.

What's your refund policy?

Refund eligibility depends on your situation. Email support@tryatria.com with:

  • Your account email

  • Reason for the refund request

  • Any relevant details (billing errors, cancellation issues, etc.)

We'll review your case and process refunds where appropriate.


Brand & competitor data

I can't find a brand I want to follow

If you can't find a brand in Atria's ad library, you can request it and we'll start pulling their ads.

How to request a brand:

  1. Go to the Meta ad library and search for the brand or advertiser

2. Copy the URL from the brand's page in the Meta ad library

3.. Back in Atria, click "Brand Request" and paste the URL

  1. Click "Submit request"

Important: Make sure you're on the actual brand page (you'll see their logo and name), not just a search results page. The URL should be for the specific brand, not a keyword search.

Getting an "Incorrect URL" error?

You may have copied a search results page instead of the brand's actual page (this won't work):

Go back to Meta's ad library, click on the brand name in the results, then copy that URL.

The brand page is what you need:

I followed a brand but I'm not seeing all of their ads

This usually happens for one of two reasons:

Nobody had followed them before - We start syncing a brand's ads the moment someone follows them. If you're the first person to follow this brand, we can only show ads currently in Meta's ad library, not older ads that stopped running before you hit follow.

Meta's ad library has limits - Sometimes Meta restricts access to certain ads, which means we can't pull them. We're working on ways to get around this, but some ads just aren't available through their API.

Still missing specific ads after 48 hours? Email support@tryatria.com with the brand name and which ads you're expecting to see. We can check what's going on.


AI generation & credits

My AI generation failed but consumed credits

If a generation fails, you shouldn't be charged credits. Email support@tryatria.com with:

  • Your account email

  • Description of what happened

  • Screenshots if possible

We'll review and refund credits for failed generations.

AI isn't including my logo or isn't nailing brand elements in image generation

When generating images:

  1. Make sure your brand context is detailed - Include specific brand guidelines, colors, logo placement preferences.

  2. Upload your own high-definition imagery - while Atria can pull in imagery from your product page, our image generation performs best when you provide the highest-quality inputs.

  3. Double check colors and fonts: Confirm that you have the correct hex values associated with the generation, and make sure your font inputs are good. Note: Atria does not currently support custom fonts for image generation.

  4. Try regenerating - AI generations have natural variation. Try generating again or picking a different ad as inspiration.

  5. Edit after generation - Click on any of the ads you generated to adjust them with additional prompts

  6. Add elements post generation - Some brands prefer to add logos after they've created their visuals to maximize control. We recommend adding a note in your brand profile and brief NOT to include your logo, then adding it in after you've generated your ad in a design tool like Canva or Figma.

Training the AI does require some careful thought and iteration, but once you've trained it, you can expect beautiful, high-quality results.

How many AI credits does it take to use X feature?

Credit costs vary by feature. You can hover over any CTA that uses AI to get a preview of how many credits an action will cost.

For detailed credit costs, check our AI Credits Guide.

Generation errors and retry problems

If you're seeing persistent generation errors:

  1. Check your credit balance - Insufficient credits will cause failures

  2. Try a simpler prompt - Very complex requests sometimes fail

  3. Wait a few minutes and retry - Temporary API issues can cause errors

Still having issues? Email support@tryatria.com with the error message you're seeing.


Analytics & data sync

My ad performance numbers don't match Meta/TikTok

Small discrepancies can happen due to:

  1. Timing differences - Data syncs periodically, not in real-time

  2. Attribution windows - Different platforms calculate metrics differently

  3. Deleted or paused ads - May show differently in each platform

If you're seeing major discrepancies (more than 10% difference), email support@tryatria.com with specific examples.

Analytics showing wrong ad counts

If your ad counts seem off:

  1. Check your date range - Make sure you're looking at the right time period

  2. Verify account connection - Disconnected accounts won't show current data

  3. Wait for sync to complete - Initial account connections take a few hours

Ad account sync taking too long or failing

First connection: Initial sync can take several hours depending on your account size. You'll get an email when it's complete.

Still syncing after 24+ hours? Email support@tryatria.com with:

  • Your account email

  • Which platform (Meta or TikTok)

  • When you connected the account

Radar grades seem off or don't match my campaign goals

Radar uses a ranking system across all your ads to determine grades. A few things to keep in mind:

You can customize the key metric Radar focuses on - Go to Radar settings and select which metric matters most for your account. This helps align grades with your goals.

Next, understand exactly what each grade measures:

  • Hover over any grade column header (Hook, Retention, CTR, Conversion, etc.)

  • A tooltip will explain how that grade is calculated

You can add columns to the visualization to evaluate additional metrics, including custom metrics.

Need more customization? Email support@tryatria.com to share your specific use case.


Feature questions & requests

I have a custom plan or feature request

Email support@tryatria.com with details about what you need. We regularly build custom solutions for teams with specific requirements.


Still need help?

  • Your account email address

  • Detailed description of the issue

  • Screenshots if relevant

  • What you've already tried

We'll get back to you as soon as possible.

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