Troubleshooting

~5 min read

Troubleshooting

Data Issues

My cards show no data, or zeros

Check these in order:

Is the right property selected? The property name is shown in the top bar. Click it to switch properties.
Does that property have data? Open the same property in Google Analytics and check that the Reports show traffic for the period.
Is the card's time window right? A card set to This week on a Monday morning has had very little time to collect data. Open Edit card and check the Time window.
Does your property collect what the card needs? Revenue, Transactions, Avg Order Value and Cart Volume need GA4 ecommerce events. Key Events and Key Event Rate need events marked as key events in GA4. Without them these cards correctly show zero. Remove cards you don't need.
Is the connection healthy? A "not connected" message means Google access needs refreshing — see My cards say "not connected" below.

My data looks stale

Cards refresh at most every 15 minutes on Solo and Studio and every 5 minutes on Agency and Scale. The ↻ Refresh button reloads your dashboard but shows the saved result until that interval has passed. Changing a card's goal, or switching property, refreshes the affected cards immediately.

Google Analytics also has its own delay: numbers for the current day can keep changing for up to 24–48 hours.

My numbers don't match Google Analytics

Small differences are normal. Compare like with like:

Same property, same dates, same time zone. dashboardSMASHBOARD uses your property's reporting time zone. Check your card's Time window and Compare with settings match the GA4 report you're comparing.
Timing. GA4 revises recent days as it processes data. A number can differ between two moments in time.
Metric definitions. Active Users in dashboardSMASHBOARD is GA4's Active Users; the GA4 interface sometimes shows Total Users by default. Bounce rate is the inverse of Engagement rate, not the old Universal Analytics definition.
Thresholding and sampling. GA4 can hide or estimate small segments for privacy; dashboardSMASHBOARD shows what GA4's reporting API returns.
Percentages. GA4's API returns rates as 0–1 decimals; dashboardSMASHBOARD shows them as percentages (0.62 → 62%).

A card shows an error such as "Failed to fetch data"

This is usually temporary — Google may be slow or have briefly rate-limited the request. Click ↻ Refresh after a minute. If one card keeps failing, open Edit card and save it again. If several cards fail for more than an hour, contact support and tell us the time it began.

I get a "Google hasn't verified this app" screen

Expected while Google completes its review of the app. Click Advanced, then Go to dashboardSMASHBOARD (unsafe). See Installation & Setup.

I signed in but there are no properties to choose

Your Google account has no access to a GA4 property. Ask a property administrator to give your Google account at least Viewer access in Google Analytics (Admin → Property access management), then refresh the page. Make sure you signed in with the Google account that has that access.

My cards say "not connected"

Google access was revoked or has expired. Sign in with Google again, or open Choose property in the top bar and click Reconnect with Google. Do it within 30 days: if access stays revoked for 30 days, your account and its data are permanently deleted (see Security & Data Privacy). Reconnecting before then keeps your dashboards and goals.

It says my plan supports a limited number of properties

You've reached your plan's property limit (1 on Solo, 5 on Studio, 20 on Agency, 60 on Scale). Switch between properties you've already connected at any time, or upgrade from the pricing page to add more.

Card and Goal Issues

My goal isn't showing on the card

The card must have a goal — open Edit card and set one under Goal.
Ranked breakdown cards (Traffic by Channel, Revenue by Channel, Top Landing Pages) don't take a goal.
A "grow by %" goal needs comparison data. If you see Building History, the previous period doesn't have enough data yet — wait, or use a fixed target instead.

Status says "Early Window" or Forecast says "Insufficient Data"

Expected early in a period — there isn't enough data to judge fairly. They clear on their own after roughly the first fifth of the period.

Forecast and Time Left show "—"

Both need a calendar-period time window (This week, This month, This quarter or This year). A rolling window such as Last 30 days has no end date. Change the window in Edit card → Time window. See Reading Your Card.

My card shows the wrong number format

Open Edit card → Metric and set Number format to Percentage, Currency or Number. Auto usually gets it right.

A shared link says it has expired or been revoked

Share links can have an expiry and can be revoked. Open Dashboard ▾ → Share… and generate a new link — see Sharing & Exporting.

Notification Issues

I'm not receiving alerts

Timing. Alerts are checked about once an hour, so allow up to that long after a status changes.
Cooldown. If the rule fired recently, the cooldown may be suppressing repeats. Check Re-fire cooldown on the rule.
Trigger. A rule set to "Goal missed" only fires when the card becomes Critical. Check the trigger matches what you expect, or use Any status change to test.
Card. Alerts watch a single card. A paused card, or one with no data or no goal, doesn't fire.
Delivery. Check the email address, and check spam. For Slack or Teams, check the webhook URL is correct and still active.
Digests. Scheduled digests and Groups aren't delivering yet — see Notifications.

Billing Issues

My trial ended and I can't see my dashboards

Choose a plan on the pricing page and access is restored immediately. Your dashboards and goals were kept. See Billing & Plans.

Your card was declined at renewal. Click Manage plan on the pricing page (or the link in the banner) and update your payment method. You keep access for a 3-day grace period.

I want to cancel, change plan or see invoices

All of this is on the pricing page, under your current plan — Cancel my plan and Manage plan (Stripe's customer portal). See Billing & Plans.

Still Stuck?

Email support@dashboardsmashboard.com or use the chat widget in the bottom-right corner of the app. Tell us the property you're using, the card or dashboard involved, and what you expected to see — a screenshot helps.

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Troubleshooting