Common issues

Something not working while you set up access for Lupe? Find your issue below. Most are quick to fix. If yours isn't listed, or the fix doesn't work, contact us and we'll sort it out with you.

I see an error in Meta Business settings or TikTok Business Center

Meta and TikTok have to work across a huge range of devices, operating system versions and browsers. Glitches are common, and errors sometimes appear.

• Clear your browser cache and try again.
• Try a different browser, or a private or incognito window.
• Turn off any ad blockers or browser extensions that might interfere with the page.
• Log out, log back in and retry.

If it still isn't working, our onboarding team will resolve it with you.

My Shopify collaborator code isn't working

• Check you're logged into the Shopify account that owns the store. Being signed into a different account is the most common cause.
• Check the code was copied exactly, with no extra spaces or missing characters.
• Generate a new code under Settings › Users › Security, then send us the new one.

The dataset or pixel says it's owned by another business

This means the dataset or pixel has only been shared with you, for example by a record label, agency or partner. You can't give us access to something you don't own.

• Meta: create your own dataset. See Need to create a new dataset? in the Meta dataset access guide.
• TikTok: if your pixel only lives inside an ad account, ask us and we'll help you move it on a short call.

I'm an admin but can't see the pixel or dataset

Being an admin doesn't give you every asset automatically.

• TikTok: go to Users, click View next to your name and open Assigned assets. If your pixel isn't listed, click Add accounts and assets and give yourself access.
• Meta: if you're new to Meta Business Manager, ad accounts and datasets must be assigned to you as a user before you can access them.

I can't find the right business account

If you manage more than one business, you may be looking at the wrong one.

• Check which business account is selected, and switch to the one that owns your ad account and dataset.
• Make sure you're logged in with the same personal profile you were invited with.

My Meta dataset isn't linked to my ad account

Open the dataset's Connected assets tab. If the ad account you advertise from isn't listed, assign it. You can also ask a member of the Lupe team to do it with you on a short call.

We need to change the Shopify permissions

Shopify doesn't let collaborator permissions be edited. If we ever need something different, we'll ask you to remove our access and approve a fresh request.

I've finished setup but don't see any data yet

Data doesn't always appear straight away after access is granted or a connection is made.

• Allow some time, then check again.
• Tell us if nothing has appeared after a day or so. We'll check the connection from our side.