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
Two usual causes. Either you're in a different dataset — check the dataset control at the top left — or your user group's access has changed, which your administrator controls. 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.
Which tool should I use?
| You want to… | Use |
|---|---|
| Check the month at a glance | Home |
| See the same view regularly | Reports |
| Answer a one-off question | Research |
| Check campaign pacing | Campaigns |
| See where an audience concentrates | Ranker |
| Get data into a spreadsheet | Exporter |
Queries
My query won't run
Research needs a breakdown before it can return anything. If the results area still reads "Select filters and breakdowns to get your data", that's what's missing.
Why can't I pick a line chart?
A line needs a time axis. Set the interval to something other than Total — Day or Week, say — and Line becomes available. See Reading the results.
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 and timezone — both differ per user and both change 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?
Research 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.
My export hasn't arrived
Exports run in the background. Check the History tab in Exporter, which also shows failures.
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 share a query with a colleague?
Send them the page URL — it carries the whole query. See Saving and sharing. Bookmarks, by contrast, are yours alone.
Can other people use the audience I built?
Only if you share it: an audience's visibility decides who else sees it. See Audience manager.
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.