Troubleshooting

Web Dashboard

The Dashboard does not load

1. Refresh the page once.
2. Sign out, then sign in again.
3. Confirm that you selected the correct organization.
4. Try a private browser window or disable extensions that block scripts.
5. Record the page URL, time, browser, and error message if the problem continues.

Onboarding cannot research my website

Check that the website address is public and includes the correct domain. A password page, blocked crawler, empty landing page, or unfinished domain can prevent research.

You can still review and correct the brand information before using it. Read Brand Profile.

A page asks for a complete Brand Profile

Open Brand, fill the missing fields, and save. Return to the original page after the profile shows as complete.

An organization shows as not connected

Switch organizations from the top bar or ask an organization owner to invite the email address you use to sign in.

Campaigns

A campaign is not ready to launch

Open the campaign and review every readiness item. A launch can require:

• creative
• ad copy
• brand logo
• budget
• schedule
• targeting
• an available ad account
• enough wallet balance
• an active X-Ray tracker for a conversion campaign

Fix the item marked incomplete, then run the check again. Read Campaigns for the full flow.

A conversion campaign cannot be submitted

Open Tracking and confirm that X-Ray is connected to the campaign destination and has received its first event. Then confirm that the intended action, such as a signup, lead, or purchase, is tracked as a conversion.

Without an active tracker, change the goal to impressions or finish Tracking setup. Do not use an impression campaign as a substitute when the business goal is conversions; it will not receive the website feedback needed to optimize for that outcome.

A campaign stays in Pending or Launching

Pending can mean the request awaits review. Launching can include funding, approval, or ad-platform creation work.

Do not submit a duplicate campaign. Record the campaign ID, current status, and the time of the last change. Contact support if the Dashboard shows an error or the status does not change after the review window communicated to your account.

Studio

Studio generation fails

Confirm that your brand profile has useful business details and that the campaign has a clear goal. If you uploaded a reference image, use PNG or JPEG and keep it under 25 MB.

Retry once. If it fails again, record the campaign ID, selected messaging angle, time, and error message. Do not submit the same request many times because each attempt can create another generation job.

Wallet and billing

Wallet balance did not update

Confirm that Stripe Checkout completed and returned a success result. Refresh the Wallet page, then inspect the transaction history.

If the payment completed but the balance remains unchanged, record the amount, time, organization ID, and Stripe receipt reference. Do not send card details.

A refund has not arrived

A cancellation before ad-platform setup returns its full reservation immediately. A platform-backed campaign waits 48 hours for final spend to settle.

After that period, compare the reserved budget, final spend, and returned amount. Read Cancellations and refunds.

Tracking

Tracking shows no data

1. Open Tracking and confirm the site exists.
2. Confirm that the tracking code is published on the same domain.
3. Visit the site in a new tab and move through more than one page.
4. Check whether a consent tool or browser extension blocks the request.
5. Confirm that conversion events use the correct site ID.

Reports may not update at the same moment as a visit. If data remains empty, ask a developer to inspect the installation with Install X-Ray.

Integrations

Google Tag Manager sends no data

Confirm that the X-Ray tag uses Initialization - All Pages and contains the snippet for the correct organization. Preview the container, visit the website, then publish it. Remove any second X-Ray installation that could create duplicate events.

Shopify tracking is incomplete

Check the Custom Pixel and store connection separately. The pixel records browser activity; the store connection sends paid orders. Confirm the pixel is connected, the storefront is published, the store connection is healthy, and Shopify contains a paid order to test.

Follow the GTM and Shopify guide for setup details.

Account and team

An invitation does not work

Ask the recipient to open the newest invitation using the same email address that was invited. Check the selected organization after sign-in. If the invitation expired or was already used, send a new one.

CLI

The CLI command differs from this documentation

The CLI may change on a separate schedule. Check the installed version and command help:

hellyeah --version
hellyeah --help
hellyeah <command> --help

Use the Dashboard for the current product workflow. Include the CLI version and exact command when reporting a CLI problem.