Troubleshooting

Find solutions to common problems you may encounter while using Boosterberg.

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Campaign issues

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Posts not being promoted

Symptoms: Campaign is active but no posts are being promoted.

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Campaigns paused automatically

Symptoms: Campaign status changed to paused without manual action. Common causes:

• Budget limit reached
• Payment method declined
• Meta ad account disabled
• Connection to Meta lost
• Spending limit triggered

Solution:

1. Check campaign activity log for reason
2. Resolve underlying issue (payment, connection, etc.)
3. Manually resume campaign

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Poor campaign performance

Symptoms: High costs, low engagement, poor ROI.

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Connection issues

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Facebook connection lost

Symptoms: “Reconnect Facebook” message appears. Causes:

• Facebook permissions expired
• Password changed on Facebook
• Facebook security check
• App permissions revoked

Solution:

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Instagram not connecting

Symptoms: Can’t link Instagram account to page. Requirements:

• Instagram must be a Business or Creator account
• Instagram must be linked to your Facebook page
• You must have admin access to both

Solution:

1. Go to Facebook Page Settings
2. Navigate to Instagram section
3. Connect your Instagram Business account
4. Return to Boosterberg and refresh

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Ad account not available

Symptoms: Can’t select ad account during setup. Possible causes:

• No admin/advertiser access
• Ad account disabled
• No payment method configured
• Business Manager permissions issue

Solution:

1. Verify access in Facebook Business Manager
2. Check ad account status in Ads Manager
3. Add payment method if missing
4. Request admin access if needed

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Billing issues

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Payment declined

Symptoms: Campaign paused due to payment failure. Immediate actions:

1. Update payment method in Facebook Ads Manager
2. Ensure sufficient funds available
3. Contact your bank if card was declined
4. Resume campaigns once payment is resolved

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Unexpected charges

Symptoms: Higher than expected charges on your statement. Check:

• All active campaigns and their budgets
• Campaign duration (running longer than expected?)
• Number of posts promoted
• Budget limits properly set

Prevention:

• Always set daily and total budget limits
• Monitor spending regularly
• Set up spending alerts
• Review active campaigns weekly

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Can’t update payment method

Symptoms: Unable to change payment method in Boosterberg. Explanation: Payment methods are managed in Meta Ads Manager, not Boosterberg. Solution:

1. Go to Meta Ads Manager
2. Navigate to Billing settings
3. Update payment method there
4. Changes will reflect in Boosterberg automatically

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Performance issues

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Dashboard loading slowly

Possible causes:

• Large amount of data
• Slow internet connection
• Browser cache issues

Solutions:

• Clear browser cache and cookies
• Try a different browser
• Reduce date range for reports
• Check internet connection speed

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Reports not generating

Symptoms: Export or report generation fails. Solutions:

• Reduce date range
• Select fewer metrics
• Try exporting in different format (CSV vs PDF)
• Contact support if issue persists

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Access issues

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Can’t log in

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Team member can’t access features

Symptoms: Team member sees “Permission denied” errors. Check:

• Their assigned role and permissions
• Page-specific access settings
• Whether they’re trying to access billing (Manager/Analyst can’t)

Solution: Admin should review and update their permissions in Settings > Team Members.

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Data discrepancies

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Numbers don’t match Meta Ads Manager

Symptoms: Boosterberg metrics differ from Meta Ads Manager. Common reasons:

• Different attribution windows
• Reporting delays (Meta data can take 24-48 hours to finalize)
• Different metric definitions
• Time zone differences

What to do:

• Wait 48 hours for data to finalize
• Check time zone settings in both platforms
• Use Boosterberg for trends, Meta Ads Manager for official reporting
• Contact support if large discrepancies persist

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Missing posts in dashboard

Symptoms: Recent posts don’t appear in Boosterberg. Possible causes:

• Sync delay (can take up to 15 minutes)
• Post was deleted on Facebook
• Page connection issue
• Post type not supported

Solution:

• Wait 15-30 minutes and refresh
• Verify post exists on Facebook
• Check page connection status
• Reconnect page if needed

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Getting help

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Before contacting support

Gather this information:

• Description of the issue
• When it started
• Steps to reproduce
• Screenshots if applicable
• Campaign or page names affected
• Error messages received

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Contact support

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Emergency issues

For urgent issues affecting active campaigns:

• Use “Urgent” tag in support ticket
• Include campaign names and budget at risk
• Describe business impact
• We respond to urgent issues within 2 hours during business hours

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Preventive measures

Avoid common issues by:

• Setting budget limits on all campaigns
• Enabling two-factor authentication
• Reviewing active campaigns weekly
• Keeping Facebook connection active
• Monitoring payment method expiration
• Regularly checking activity logs
• Testing campaigns with small budgets first

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Next steps