Find your problem below for the article that covers it. If it isn't listed, email support@tryatria.com with your account email, what you were doing, what happened, and a screenshot if you have one.
Most common questions
My ad account is still syncing. The first sync usually takes 15 to 20 minutes, longer for large accounts. If it's taking much longer, see How to connect your ad account or contact us.
The person who set up our workspace has left. See Transfer workspace ownership or change your admin email.
I can't find where to cancel. Only Admins can see billing. See How to cancel your subscription or request a refund.
Account, access and login
Can't log in or forgot your password: use the password reset link on the login page and check spam. If it still doesn't work, you may be using a different email from the one your workspace uses. Email us the address you're trying.
Someone can't see their invite: they must sign up with exactly the email address you invited. See Manage account access.
Signed up with the wrong email: see Transfer workspace ownership or change your admin email.
Need another Admin, or your only Admin has left: see Atria accounts and admin roles.
Want to delete your account and data: email support@tryatria.com.
Billing, plans and refunds
Choosing or changing plan: Choose your Atria plan
Invoices, payment method or VAT details: Manage billing and plans
Cancelling, a refund or an unexpected charge: How to cancel your subscription or request a refund
Getting started or trials: Start with Atria's free plan
The free plan has no card on file and doesn't turn into a paid plan. If a charge on a paid plan looks wrong, send us your account email and the date of the charge.
Ad accounts, syncing and data
Connecting Meta or TikTok, sync problems, or accounts disconnecting: How to connect your ad account
Ad account or board names show as asterisks: Demo mode is on. Turn it off in the avatar menu at the bottom left. Only you see it.
Connecting Instagram: How can I connect Instagram to Atria & troubleshoot saving ads
Attribution data: Northbeam or Triple Whale
Numbers don't match Meta or TikTok: small differences are normal because data syncs on a schedule and platforms calculate attribution differently. If the difference is more than about 10%, send us a specific example.
Reports, Radar and analytics
Ad previews not loading: Ad preview not loading in reports
Radar not loading or crashing: Radar not loading or crashing
Radar grades don't match your goals: What is Radar?
Scheduled Slack reports not arriving: Automate your reports with Raya
Turning off automatic ad generation: How to turn off Auto-Gen
Radar grades rank your ads against each other, so they change as your account changes. Hover over a grade column header to see what it measures. You can also change which metric Radar grades conversion against.
Launching ads
Ad account shows 0/2 or 1/2: Launch permissions: why is my ad account showing 1/2?
Meta app permissions missing: Required Meta app permissions missing
A launch failed or under-delivered: How to launch ads
Raya, AI generation and credits
Raya not responding: Raya not responding or timing out
Generations don't match your brand: Generate image ads with Raya
What things cost: Understand and manage AI credits
If a generation fails, you shouldn't be charged. Send us your account email, what you were generating and a screenshot, and we'll refund the credits.
Inspo
Can't find a brand, or 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
We start collecting a brand's ads when someone first follows it. If you're the first, we can only show ads that are live in the Meta Ad Library, not ones that stopped running earlier. Meta also restricts some ads, which we can't collect.
If your problem isn't covered, or the article didn't fix it, email support@tryatria.com.