FAQ
Getting in
I haven't received my welcome email
Check your spam folder first, then ask your administrator to re-send the invitation. See Signing in.
I've forgotten my password
Use the forgot password link on the sign-in screen. If you're already signed in, change it from the account menu instead.
Why am I asked for a code when I sign in?
Your organisation has two-factor authentication enabled. The code is emailed to you each time you sign in.
Finding things
A report or filter I used to see has disappeared
Your user group's access has changed, which your administrator controls, or you are in a different user group — check the account menu. See Finding your way around.
Where do I find what a dimension or metric actually means?
In your client documentation, not here. These pages cover the tools; definitions are specific to your dataset. The Documentation card on Home links to yours.
TVNZ
For TVNZ data they are here: Metrics and Dimensions, with where the data comes from alongside.
Which tool should I use?
| You want to… | Use |
|---|---|
| Check the month at a glance | Home |
| See the same view regularly | Reports |
| Check campaign pacing | Campaigns |
Queries
Why are some intervals greyed out?
Interval choices follow the date range: too fine and the query would return an unusable number of points, too coarse and it doesn't fit the period. Adjust the date range to change what's available.
Two people ran the same query and got different numbers
Check user group first — it differs per user and changes results. Filters applied to a group by its rule set are the most common cause; both figures are right for who's asking. Your administrator can explain what applies to each group (the mechanism is described under Filter rules).
My percentages don't look right
Percentage columns are calculated across the rows the query returned, not the whole dataset. Adding a filter changes them.
Data
How current is the data?
Queries run in real time against the dataset as it stands. How often the dataset itself is updated is specific to your platform — check the Data link in the page footer, or ask support@tvbeat.com.
A day looks suspiciously flat or empty
Usually a collection problem rather than a real change. Worth raising with support@tvbeat.com.
Access and sharing
How do I get access to another dataset, report or tool?
Access is set per user group by your organisation's administrator — ask them. If you are the administrator, Administration explains how.
How do I book a campaign?
If booking is enabled for your account, from New campaign in the Campaigns module — see Booking a campaign. If you don't see that option, campaigns reach the dashboard from your booking systems instead.
Still stuck?
Email support@tvbeat.com. Including the dataset, the date range and a link to the query — the page URL carries the whole query — gets you an answer much faster.