Getting Started
What exactly does Trackian do, and who is it for?
Trackian centralizes, blends, and analyzes marketing and sales data into customizable dashboards, delivers AI-powered insights, and helps agencies, advertisers, and online stores optimize campaigns and margins. It's designed for small to mid-size e-commerce stores, digital agencies, and marketing teams who want fast and reliable access to their most important KPIs.
How long does implementation and onboarding take?
For a standard e-commerce store, setup takes about an hour. Historical data extraction completes within 24-48 hours. We provide onboarding support and a hypercare period to ensure your smooth start with the platform.
Do you offer a demo or free trial?
Yes! You can request a demo meeting. Additionally, we offer a 14-day free trial period to validate integrations and dashboards before committing. Contact sales@trackian.com for details.
I'm new to analytics. Is Trackian easy to use?
Absolutely. Our dashboards are predefined and intuitive. You don't need technical skills - if you can read a report, you can use Trackian. Setup takes about an hour, and our support team is here to help.
Data & Accuracy
How can I be sure your data is accurate?
Trackian connects directly to your data sources via official APIs - no manual copying or manipulation. All numbers are pulled directly from platforms and automatically cross-checked. You can compare our reports to your raw platform data anytime for verification.
Why do my platform numbers differ from Trackian?
Ad platforms often overreport by 30-50% due to attribution conflicts (like view-through attribution). Trackian blends data with GA4 to show true performance, eliminating double-counting and showing each conversion only once.
Will my historical data backfill?
Yes, we extract up to 3 years of historical data from each platform (depending on their API limits). This process takes 24-48 hours after initial connection.
How often does data refresh?
Data refreshes once daily, pulling the latest information from all connected platforms. This ensures you're working with current data while maintaining platform stability.
What is blended data and why does it matter?
Blended data combines platform data with GA4 to eliminate overattribution. Instead of each platform claiming the same sale, you see the truth about which channels actually drive revenue, plus enriched insights like product-level performance per campaign and breakdowns into user behavior.
Integrations & Platforms
What integrations and channels do you support?
Google Ads, Meta (Facebook) Ads, TikTok Ads, Google Analytics 4, Google Search Console, Shopify, WooCommerce, Magento
My integration is showing as disconnected. What happened?
Common reasons: you changed your password on the platform, the access token expired, or the connected email lost permissions to that account. Simply reconnect with valid credentials to restore data flow.
Can I connect multiple domains/stores?
Yes! Each domain is a separate project. Use Trackian Hub to monitor all projects in one view. Perfect for agencies or businesses with multiple websites.
What if I use a custom platform or ERP?
Contact martin@trackian.com to discuss custom API connections or CSV import options tailored to your system.
Do you support lead generation websites, not just e-commerce?
Yes! For service businesses, we track custom conversion events instead of purchases. You'll see cost per lead, ROI by channel, and all the same powerful insights.
Features & Functionality
What dashboards are available?
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Trackian Discover: Single project overview with all channels
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Trackian Hub: Multi-project view with KPI monitoring
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Analysis Breakdowns: Platform-specific deep dives (Facebook, Google, TikTok, GSC)
Can I customize dashboards?
Currently, dashboards are predefined for consistency, but you can select which metrics to display and hide ones that aren't relevant to your business.
Can I export data to CSV or Excel?
Yes, Trackian supports data exports in CSV/Excel format.
How does Trackian Sentinel (anomaly detection) work?
Sentinel monitors up to 60 metrics daily and automatically alerts you to anomalies via email and in-app notifications. No configuration needed - it learns your normal patterns and flags unusual changes.
Do you track profit, not just revenue?
Yes! Add your COGS (as percentage or CSV import) and custom expenses. We'll calculate net profit, true ROAS (POAS - profit on ad spend), and show which products/channels actually make money.
How do you handle organic search data when Google hides search terms?
Our ML models blend Google Search Console with GA4 to identify "unknown" search terms with high confidence, and in addition showing you exactly which organic keywords drive revenue.
Account Management
Can I add team members?
Yes, as per your plan's limitations. Currently, all users have full access to all projects. You can also share specific dashboards via email without giving full account access.
I manage multiple clients/brands. Can Trackian handle this?
Absolutely! Our multi-project setup is perfect for agencies. Trackian Hub gives you a unified view with KPI cards for each client, showing performance at a glance.
How do I set KPIs and targets?
In Trackian Hub, set monthly targets for your key metrics. You'll see red/yellow/green indicators showing progress and whether you're on track to hit goals.
Can I share reports with clients or stakeholders?
Yes! Use the Share button on any dashboard to send view-only access to specific email addresses. Perfect for client reporting without giving account access.
Costs & Pricing
How is Trackian priced?
Subscription-based (monthly or annual) with different plans based on your needs. Annual plans offer better value. Visit our pricing page or contact sales@trackian.com for details.
Is there a limit on users or data?
Data limits and user count depend on your plan tier. Contact us if you have high-volume needs.
Can I add shipping costs and other expenses?
Currently, you can add COGS (general percentage or CSV import) and custom expenses (fixed or variable). Shipping and payment gateway fees are coming soon.
How is payment processed?
Payments via credit/debit card or bank transfer (enterprise). Managed securely through Stripe with automatic invoicing and full payment history visibility.
Can I cancel my subscription?
Yes, you can cancel anytime according to your plan terms. Monthly subscriptions end at the billing cycle. No hidden fees or lock-ins.
Privacy & Security
Is Trackian GDPR compliant?
Yes, we process data securely with a published privacy policy. For EU clients, GDPR compliance is covered in our terms. Enterprise clients can discuss DPA agreements and data localization.
Do you offer 2-factor authentication?
Yes, we support 2FA for enhanced account security. Enable it in your account settings to require a verification code at login.
How do I delete customer data (GDPR requests)?
As the data controller, you can submit deletion requests through Settings > Customer Data Deletion. We process these as your data processor in compliance with privacy regulations.
Where is my data stored?
Data is stored securely in compliance with international standards. Enterprise clients can discuss specific data residency requirements.
Technical & Troubleshooting
Do you have an API?
Not a public one yet. Soon you will be able to use it for custom integrations, data exports, or connecting to your data warehouse.
Why is my data not showing?
New connections take 24-48 hours for historical data extraction. If data is missing after 48 hours, check that your integrations are properly connected and contact support.
Can you handle high-volume stores?
Yes, Trackian scales with your business. We handle everything from startups to multi-million dollar operations without performance issues.
What browsers do you support?
Trackian works on all modern browsers (Chrome, Firefox, Safari, Edge). For best experience, use the latest version of your preferred browser.
Support
What support is available?
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Live chat during business hours
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Email support at martin@trackian.com
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Help Center with guides and tutorials
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Customer Success Manager for Growth/Scale plans
I need help with setup. Who can assist?
Contact Martin Zhelyazkov at martin@trackian.com for any software-related questions or setup assistance.
Do you offer training?
Yes, we provide onboarding support and training. Growth and Scale plans include dedicated Customer Success Manager sessions.
Common Issues
My Facebook ROAS looks different in Trackian vs Facebook Ads Manager
This is normal and expected. We show both Facebook's own attribution and GA4 attribution side by side, so you can see the difference. Trackian Attribution (coming soon) will provide our proprietary attribution model for even more accurate insights.
Can I track offline sales or custom events?
Yes! Use custom expenses to add offline marketing costs, and we can work with you to import offline sales data.
My integration keeps disconnecting
Usually due to password changes or expired tokens. Ensure the connected email maintains admin access to all platforms you're tracking.
How do I track products without sales?
Our "Product Losers" analysis shows products with high views but no purchases - these waste ad spend. You can automatically exclude them from campaigns.
Advanced Features
What AI features are included?
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Trackian Sentinel for anomaly detection
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"What Changed?" analysis for understanding metric shifts
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ML-powered organic search term identification
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Performance predictions based on current trends
Can I set up custom conversion events?
Yes, especially important for lead generation sites. We'll help you track form submissions, signups, or any custom goal as conversions.
Do you support multi-currency?
Yes, we automatically convert all data to your primary currency using real-time exchange rates for consistent reporting across international campaigns.
Can I track competitor data or benchmarks?
Not currently, but we're developing benchmark features to compare your performance against industry standards.
*Can't find your answer? Contact Martin Zhelyazkov at *martin@trackian.com