RetenV
Help Center
Troubleshooting

Troubleshooting Sync and Connection Issues

Use this guide to diagnose missing dashboard data, reconnect your Klaviyo integration, and understand when unavailable metrics are expected.

If your RetenV dashboard isn't showing the data you expect, this guide helps you diagnose and resolve common issues.

Dashboard shows "Connect Klaviyo" banner

Cause: Your Klaviyo integration is disconnected. This can happen if you revoked RetenV access in Klaviyo, your OAuth tokens expired and could not be refreshed, or the initial connection was interrupted.

Fix:

  1. Click Reconnect Klaviyo in the banner or go to settings.
  2. Approve access on Klaviyo's authorization screen.
  3. Wait for the sync to complete.

Your previously synced data may still be available while you reconnect.

Sync seems stalled or data looks outdated

Cause: The automated sync may not have run yet, or a sync job may still be in progress.

Fix:

  1. Check the sync status indicator in your dashboard header.
  2. If data still looks stale, trigger a manual sync from the dashboard header.
  3. Large accounts can take 10-15 minutes to finish a sync.

Sync schedule reminder: Daily delta syncs run at 03:00 UTC. Weekly full refreshes run on Sundays at 02:00 UTC.

Revenue KPIs show "unavailable"

Cause: RetenV cannot calculate revenue for one or more KPI cards because the underlying data genuinely is not available.

Common reasons:

  • Reporting API not available for your Klaviyo plan.
  • No primary conversion metric is configured.
  • No data for the selected date range exists yet.

Fix:

  1. Check Settings > Conversion Metric.
  2. Try a date range where you know campaigns were sent.
  3. If needed, review your Klaviyo subscription level.

Flow revenue shows zero

Cause: Flow revenue depends on Klaviyo's Flow Series Reporting API, which may not be available for every account or flow.

Possible reasons:

  • No flow series data available for the account.
  • Flows have no attributed revenue in the selected period.
  • New flows may not have enough data yet.

Fix:

  1. Verify flow revenue in Klaviyo directly.
  2. Trigger a manual sync and wait for completion.
  3. If it still persists after a weekly refresh, the API may be unavailable for your account.

Campaign data is missing or incomplete

Cause: The initial sync pulls campaigns from the last 12 months. Campaigns older than that window will not appear.

Fix:

  • If you recently sent a campaign and it is missing, trigger a manual sync.
  • If recent campaigns still look incomplete, wait for the weekly full refresh.

Dashboard loads but charts are empty

Cause: Charts depend on having enough daily data points. New accounts or date ranges with no activity will render empty states.

Fix:

  1. Ensure the initial sync has completed.
  2. Select a date range where you know your store had activity.
  3. Switch to a longer 6-month or 12-month time window.

Still need help?

  1. Note the specific KPI, date range, or error message you are seeing.
  2. Contact our support team at [email protected] with your account email and a description of the issue.
  3. We typically respond within 24 hours on business days.