> ## Documentation Index
> Fetch the complete documentation index at: https://boosterberg.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Solutions to common issues and problems

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

## Campaign issues

### Posts not being promoted

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

<AccordionGroup>
  <Accordion title="Posts don't meet criteria">
    **Check:**

    * Review your campaign rules
    * Check recent posts' engagement levels
    * Verify post age requirements

    **Solution:** Lower engagement thresholds or extend post age window if appropriate.
  </Accordion>

  <Accordion title="Budget depleted">
    **Check:**

    * Daily campaign limit reached
    * Total campaign budget exhausted
    * Ad account spending limit hit

    **Solution:** Increase budget limits or wait for daily reset.
  </Accordion>

  <Accordion title="Page connection issues">
    **Check:**

    * Page still connected in settings
    * Facebook permissions still granted
    * Page is published and active

    **Solution:** Reconnect Facebook account or verify page status.
  </Accordion>

  <Accordion title="Ad account problems">
    **Check:**

    * Ad account has valid payment method
    * No outstanding payment issues
    * Ad account not disabled

    **Solution:** Resolve payment issues in Facebook Ads Manager.
  </Accordion>
</AccordionGroup>

### 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

### Poor campaign performance

**Symptoms:** High costs, low engagement, poor ROI.

<Steps>
  <Step title="Analyze metrics">
    Review cost per result, engagement rate, and audience data.
  </Step>

  <Step title="Identify issues">
    * High cost per engagement? Audience too broad or content not resonating
    * Low engagement rate? Content quality or targeting issues
    * High frequency? Audience fatigue
  </Step>

  <Step title="Make adjustments">
    * Refine audience targeting
    * Improve content quality
    * Adjust budget allocation
    * Test different content types
  </Step>

  <Step title="Monitor improvements">
    Give changes 48-72 hours to show results.
  </Step>
</Steps>

## Connection issues

### Facebook connection lost

**Symptoms:** "Reconnect Facebook" message appears.

**Causes:**

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

**Solution:**

<Steps>
  <Step title="Go to integrations">
    Navigate to **Settings** > **Integrations**.
  </Step>

  <Step title="Click Reconnect">
    Click **Reconnect Facebook Account**.
  </Step>

  <Step title="Log in and grant permissions">
    Log in to Facebook and re-grant all requested permissions.
  </Step>

  <Step title="Verify connection">
    Check that pages and ad account are properly connected.
  </Step>
</Steps>

### 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

### 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

## Billing issues

### 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

<Note>
  Boosterberg doesn't process payments. All billing is handled by Meta.
</Note>

### 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

### 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

## Performance issues

### 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

### 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

## Access issues

### Can't log in

<AccordionGroup>
  <Accordion title="Forgot password">
    1. Click **Forgot Password** on login screen
    2. Enter your email
    3. Check email for reset link
    4. Create new password
  </Accordion>

  <Accordion title="2FA code not working">
    * Ensure time is synced on your device
    * Try using a backup code
    * Regenerate codes if all are used
    * Contact support if locked out
  </Accordion>

  <Accordion title="Account locked">
    **Cause:** Too many failed login attempts

    **Solution:** Wait 15 minutes and try again, or use password reset.
  </Accordion>
</AccordionGroup>

### 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**.

## Data discrepancies

### 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

### 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

## Getting help

### 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

### Contact support

<CardGroup cols={2}>
  <Card title="Email support" icon="envelope" href="mailto:support@boosterberg.com">
    [support@boosterberg.com](mailto:support@boosterberg.com)
  </Card>

  <Card title="Live chat" icon="comments" href="/support/contact">
    Available Monday-Friday, 9 AM - 5 PM EST
  </Card>
</CardGroup>

### 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

## 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

<Tip>
  Most issues can be prevented with proper setup and regular monitoring. Spend 15 minutes weekly reviewing your account health.
</Tip>

## Next steps

<CardGroup cols={2}>
  <Card title="Browse FAQ" icon="circle-question" href="/support/faq">
    Find quick answers
  </Card>

  <Card title="Contact support" icon="headset" href="/support/contact">
    Get personalized help
  </Card>
</CardGroup>