Troubleshooting Guide
Find solutions to common issues and learn how to resolve problems you might encounter.
Can't find a solution?
If your issue isn't covered here, please contact our support team for personalized assistance.
Account & Login Issues
Problems accessing your account
I forgot my password
Click the "Forgot Password" link on the login page and enter your email address. You'll receive an email with instructions to reset your password.
Note: The password reset link expires after 1 hour. If it expired, request a new one.
I'm not receiving verification or password reset emails
Try these steps:
- Check your spam or junk folder
- Add hello@transactional.pivotalos.com to your email contacts or safe senders list
- Wait 5-10 minutes - emails may be delayed
- Try using a different email address
- Contact your IT department to ensure our emails aren't being blocked
I'm getting "Invalid credentials" error
This means your email or password is incorrect:
- Double-check that you're using the correct email address
- Ensure Caps Lock is off when typing your password
- Try copying and pasting your password to avoid typos
- Use the "Forgot Password" feature to reset your password
Campaign Issues
Problems with campaign performance or settings
My campaigns aren't running
Check these common issues:
- Budget: Verify you have a daily budget set and it's not $0
- Campaign status: Check if campaigns are paused in Pivotal
- Policy violations: Contact support if you suspect any policy issues with your campaigns
- Operating hours: If you set specific hours, campaigns only run during those times
- Account setup: Ensure your account setup has been completed by our admin team
I'm not getting any clicks or impressions
Possible reasons:
- New campaigns: Allow 24-48 hours for Google to review and start serving your ads
- Budget too low: Consider increasing your daily budget if it's below $100/day
- Narrow targeting: Your geographic targeting may be too restrictive
- Bids too low: Your bid strategy may not be competitive enough
- Ad disapprovals: Contact support to check if any ads were disapproved
My cost per click (CPC) is too high
Strategies to reduce CPC:
- Improve your ad quality score by making ads more relevant to keywords
- Use more specific, long-tail keywords instead of broad terms
- Add negative keywords to exclude irrelevant searches
- Optimize your landing pages for better user experience and load times
- Test different ad copy and calls-to-action
- Consider expanding geographic targeting to less competitive areas
Budget changes aren't taking effect
Budget updates can take time to propagate:
- Wait up to 30 minutes for the next campaign sync
- Budget increases apply immediately, but decreases may take 2-4 hours
- Check Settings to confirm your new budget was saved correctly
- Contact support if changes don't appear after 4 hours
Landing Page Issues
Problems with creating or accessing landing pages
My custom subdomain isn't working
Custom domain setup requires DNS configuration:
- Verify you created a CNAME record in your domain registrar's DNS settings
- The CNAME should point to the value provided by Pivotal
- DNS changes can take 24-48 hours to propagate globally
- Check your DNS configuration using a tool like dnschecker.org
- Ensure there are no conflicting A or AAAA records for the subdomain
Images aren't uploading to my landing page
Image upload requirements:
- File size: Keep images under 5MB
- File format: Use JPG, PNG, or WebP formats
- Dimensions: Recommended minimum 1200px width for hero images
- Try compressing your image using a tool like TinyPNG or Squoosh
- Ensure you have a stable internet connection
- If uploads continue to fail, try a different browser
My landing page changes aren't showing
Try these troubleshooting steps:
- Clear your browser cache and refresh the page (Ctrl+F5 or Cmd+Shift+R)
- Try viewing the page in an incognito/private browsing window
- Check that you clicked "Save" or "Publish" after making changes
- Wait a few minutes for CDN caches to update
- Try accessing from a different device or network
Integration Issues
Problems with third-party service connections
CallTrackingMetrics (CTM) integration not working
Verify your CTM setup:
- Confirm you entered the correct CTM Account ID and API Token
- Check that your API token has not expired in your CTM account
- Ensure your CTM account is active and in good standing
- Verify the phone numbers in CTM match what's configured in Pivotal
- Try disconnecting and reconnecting the integration
Call tracking data not showing in reports
Check these settings:
- CTM integration must be connected and active
- Tracking numbers must be properly configured in CTM
- Allow 24 hours for initial data synchronization
- Verify calls are being recorded in your CTM dashboard first
- Check that your date range filter includes recent calls
Performance Issues
Problems with site speed or loading
Pivotal is loading slowly
Try these fixes:
- Check your internet connection speed
- Close unnecessary browser tabs and applications
- Clear your browser cache and cookies
- Try a different browser (we recommend Chrome or Firefox)
- Disable browser extensions that might interfere
- Check if other websites are also slow (may be network issue)
Pages aren't loading or I see errors
Troubleshooting steps:
- Refresh the page (F5 or Cmd+R)
- Try logging out and back in
- Clear your browser cache completely
- Try accessing from an incognito/private window
- Check our status page for any ongoing issues
- If the problem persists, contact support with details about the error
Billing Issues
Problems with payments or subscriptions
My payment failed
Common reasons for payment failures:
- Insufficient funds in your account
- Expired or invalid credit card
- Incorrect billing address
- Card declined by your bank (contact them to authorize the charge)
- Daily/monthly spending limit reached on your card
Note: Update your payment method in Account > Billing or contact support for assistance.
I was charged incorrectly
If you believe there's an error with your billing:
- Review your invoice in Account > Billing
- Check if the charge is from Pivotal (subscription) or Google Ads (ad spend)
- Verify your subscription plan and pricing tier
- Contact support with your invoice number and details about the discrepancy
System Status
Check if Pivotal services are experiencing issues
Before troubleshooting, check if there are any known issues affecting Pivotal services. If you experience issues during an outage, our team is already working on a fix. Check back shortly or contact support for updates.
All Systems Operational