Most setup hiccups come down to one of a handful of causes. Find the symptom that matches what you're seeing below, then work through the steps in order — each one is quick to check.

If your problem isn't here, the troubleshooting overview and FAQ cover more ground, and you can always contact support.

I finished setup but see no data / events aren't showing up

This is the most common one, and it's almost always a tracker that isn't reaching us yet. Work through these in order:

  1. Make sure the tracker is on a live, public page. A tracker running only on localhost or a page no one has visited yet won't send anything. Deploy it to your real site and open a page a real visitor would land on.
  2. Check your write key. The key in your tracker must match an active write key in your account. A revoked or inactive key silently rejects events, so nothing arrives. You'll find your active write key under Settings → API Keys (see API keys).
  3. Watch the browser network requests. Open your browser's developer tools, go to the Network tab, and reload the page. You should see UMAP360 requests going out. If you don't, the tracker isn't initialising; if you do but they're failing, the error there tells you why.
  4. Confirm you're looking at the right environment. The dashboard has a Production and a Demo mode. If your tracker sends production data, switch to Production using the selector in the header — Demo shows sample data, not your live events.
  5. Give it a little time, then check the event debugger. Events usually appear within moments. If they still don't, open the event debugger under Tools to see raw incoming events and any validation errors.

Confirm events are flowing first

The quickest way to know whether the problem is your tracker or your dashboard is to confirm raw events are arriving. Walk through verify your events — it shows live signal as it lands.

My dashboard looks stale or empty

If events are arriving but your dashboard hasn't caught up, this is expected timing, not a bug.

  • Dashboards refresh about once a day. Your charts read from pre-computed daily figures, so they can lag up to roughly 24 hours behind real-time events. A purchase you made an hour ago may not appear until the next refresh.
  • Brand-new organizations populate on the first refresh. If you just signed up, your dashboard may look empty until the first daily refresh runs — your data isn't lost, it just hasn't been rolled up yet.
  • Check your date range. A date filter set to "Last Month" won't show today's events. Set it to a range that includes recent activity.
  • Hard-refresh the page. Bypass cached results with Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows/Linux).
  • Check you're not in Demo mode. Demo mode shows sample data. Switch to Production in the header to see your live numbers.

The tracker isn't connecting

If network requests are failing or the tracker never initialises, one of these is usually the cause:

  • Wrong key type. Use a write key to set up the tracker — not a read or admin key. Only write keys are meant for sending events.
  • Your site needs HTTPS. The tracker sends data securely. Make sure your site is served over HTTPS so the requests aren't blocked.
  • A content security policy (CSP) is blocking us. If your site has a strict CSP, it can block outbound requests to UMAP360. Add the UMAP360 endpoint to the allowed connection sources in your policy.
  • Initialisation order. The tracker has to start up before any of your tracking or identify calls run. Make sure it loads before the rest of your application code.
  • Firewalls or VPNs. Corporate networks sometimes block outbound traffic. Confirm UMAP360 is reachable from where your site is hosted.

Not sure which key you're using?

Your account shows each key's type and a short prefix so you can identify it without exposing the full value. Check API keys to confirm you're using a write key.

I can't sign in or didn't get the verification email

  • Check your spam and promotions folders. Verification and welcome emails sometimes land there.
  • Resend the email. From the sign-in or sign-up screen, request a fresh verification email if the first one didn't arrive.
  • Reset your password. If your password isn't working, use the password reset option to set a new one.
  • Confirm the email address. Make sure you're signing in with the exact address you used to create your account.

For more on logging in and account access, see security and access.

A connector isn't syncing

If an ad platform, store, or other integration has stopped pulling data, the Connectors page flags it with an alert and an error detail. Common fixes:

  • Re-authenticate. Ad-platform connections expire over time. Open the connector and re-authorize to refresh access.
  • Check your credentials. For connectors that use an API key, confirm the key is still valid in that provider's own dashboard.
  • Wait out rate limits. If a provider is throttling requests, syncs retry automatically — give it a cycle.
  • Trigger a manual re-sync. You can kick off a fresh sync from the connector's settings panel.

The connector health and troubleshooting guide has the full walkthrough for diagnosing a stuck connector.

Next steps

Last updated 2026-06-11

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