troubleshooting · how to

Analytics are missing or delayed

Diagnose and recover when analytics are missing or delayed needs attention.

Reach, engagement, or post-level metrics can look empty, stale, or slower than you expect in App Home or Insights. Advanced analytics dashboards, deeper Insights views, hashtag intelligence, and learning optimization require the Team plan or higher. Free and Starter plans do not include advanced analytics.

Prerequisites

At least one post has published for the active brand on a connected account. You need access to the Insights work center or the Command Palette analytics actions when your plan includes advanced analytics.

Symptoms

You see one or more of these patterns:

  • Dashboard tiles in Insights are empty for a brand that has published content.
  • Metrics look stale even after you expect an update.
  • The dashboard action returns little or no data for the period you selected.
  • Hashtag or learning surfaces show a plan gate instead of data.
  • An export you requested never arrives in DM.

Likely causes

  1. Short timeframe: The selected window is too narrow or the post published too recently for the platform to return data.
  2. Wrong brand: The active brand does not match the account that published the post you are measuring.
  3. Platform sync delay: Networks report in stages. Some metrics lag hours or into the next day.
  4. Account health: The connected profile is expired or disconnected, so new metrics cannot sync.
  5. Plan access: The view you opened requires advanced analytics on Team or Scale. Free and Starter do not include it.
  6. Unavailable shortcuts: Some analytics shortcuts may not appear in your workspace. Use Insights App Home actions or the Command Palette for standard dashboard access.

Fix it

Step 1: Check timeframe and brand

  1. Type /social, switch to Insights, and confirm the active brand.
  2. Open Analytics or Dashboard with a 7-day or 30-day period.
  3. Use refresh or timeframe buttons on the dashboard when you need updated numbers.

Empty sections often mean the window is too short or the post published too recently.

Step 2: Allow platform sync time

  1. Wait several hours after publish before you expect full metrics. Some platforms report in stages.
  2. Confirm the post shows as published in Workflow for the same account and platform you are measuring.
  3. Reopen quick analytics or request an export again after the wait when you need a focused view.

Step 3: Check account connection

  1. Open Settings and review connected account health for the brand.
  2. Reconnect expired or disconnected accounts before you expect new metrics to flow.
  3. Retry dashboard refresh after the account shows connected again.

Step 4: Use plan-appropriate views

  1. On Free or Starter, expect limited analytics surfaces. Upgrade to Team or higher when you need advanced analytics dashboards, exports, and deeper Insights views including hashtag intelligence and learning optimization.
  2. See Plans reference for plan comparison.
  3. Open learning optimization from Insights only when your plan and role include it behind advanced analytics.

Step 5: Refresh and export again

  1. Tap dashboard refresh actions in Insights or open the dashboard again with a valid period.
  2. For CSV export from the analytics modal, wait for the DM delivery path to complete after a successful request.

Confirm the fix

Metrics appear for posts old enough to sync. Refresh updates counts without changing the selected brand or timeframe unexpectedly. The dashboard returns blocks for the period you chose when the brand has published content on healthy accounts.

Prevention

  • Reconnect accounts promptly when Settings flags health issues.
  • Standardize on 7-day or 30-day windows for weekly reviews so short-term gaps are visible.
  • Match the active brand to the account that owns the posts you measure.

Escalate

Contact support when published posts on healthy accounts still show zero metrics after the platform normal reporting delay, or when exports never arrive in DM after a successful request.

Include:

  • Workspace name
  • Brand name
  • Platform and account handle
  • Post reference or permalink
  • Timeframe you selected (24h, 7d, 30d, or custom)
  • Approximate publish time
  • Whether Command Palette analytics actions and the Insights dashboard show the same gap