> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ltv.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> The things that most often look broken, and what is actually happening

Most of these are timing or setup rather than faults. They are collected here because each one looks like something is broken when it is not.

## Nothing is arriving in Slack

Almost always a private channel. LTV.ai adds itself to public channels automatically, but Slack does not let an app join a private channel on its own, so delivery fails quietly.

Either pick a public channel, or invite the LTV.ai app to the private one in Slack first. See [Slack, Figma, and tracking](/connect/other-connections).

## A new customer is not in my audience

Customer records sync from Shopify on a **12 hour cycle**. There is no real time customer webhook, so someone who subscribed this morning may not be targetable until tonight.

If you need them in a campaign sooner, upload them as a list. See [Lists](/audience/lists) and [Shopify](/connect/shopify).

## Products are missing or out of date

The catalog refreshes every 30 minutes, and a large change can take that long to appear. Product creates and updates are not webhook driven, only deletions are.

To force it, open **Settings > Connections > Shopify** and trigger a re-sync from the catalog health card. See [Product catalog](/brand/product-catalog).

## I cannot schedule a campaign

LTV.ai blocks scheduling for a few specific reasons:

| Blocker                                               | Fix                                                                              |
| ----------------------------------------------------- | -------------------------------------------------------------------------------- |
| Sending domain not verified                           | Finish [domain setup](/connect/sending-domain)                                   |
| Billing not set up                                    | Add billing under **Settings > Billing**                                         |
| A warm-up ramp is running                             | Wait for it to finish. See [Warm-up and sending limits](/send/warmup-and-limits) |
| Audience is more than 1.5x your largest previous send | Reduce the audience, or send something smaller first to raise the ceiling        |

A second, softer check compares the campaign against your busiest day in the last 30 days. Exceeding that by 70 percent produces a **warning you can proceed past**, not a block. If you are being stopped rather than warned, it is the 1.5x volume cap.

## The tracking script says disconnected

It always does. The connector has no way to detect installation, so the status never changes.

Verify by checking that conversions appear on a campaign report after a send. Your account manager can also confirm whether the script is firing, which is quicker than waiting for a send. See [Slack, Figma, and tracking](/connect/other-connections) and [Campaign reports](/measure/campaign-reports).

## Unsubscribes are not showing in Shopify

They will not. Unsubscribe status syncs outward to [Klaviyo](/connect/klaviyo) and [Mailchimp](/connect/mailchimp), but not back to Shopify.

If Shopify's marketing consent field is your record of truth, reconcile it separately. See [Data and compliance](/trust/data-and-compliance).

## Proactive campaigns look generic

Usually a thin [Image Library](/brand/image-library). Proactive campaigns are built without a brief from you, so they lean entirely on your imagery and [Brand DNA](/brand/brand-dna).

Adding lifestyle photography moves this more than any other change.

## Revenue does not match my other reporting

Check the attribution model before assuming a discrepancy. LTV.ai defaults to a **10 day view through** window, which credits a campaign when the customer opened it, without requiring a click. That is more generous than the click based model many platforms default to.

Campaigns pushed to Klaviyo are attributed by Klaviyo, not by LTV.ai. See [Attribution](/measure/attribution).