Troubleshooting
A symptom-first guide to the most common issues. Find your symptom, follow the fix, and if it persists, head to Support.
Access & sign-in
Section titled “Access & sign-in”“Link expired” when accepting an invitation
Section titled ““Link expired” when accepting an invitation”The invitation window has passed. Ask your agency admin to re-invite you — a re-invite refreshes the expiry and sends a fresh link. → Accepting your invitation
“Invalid credentials” at login
Section titled ““Invalid credentials” at login”Re-check the email and password. If unsure, use Forgot password. → Password reset & recovery
I can sign in but can’t reach the dashboard
Section titled “I can sign in but can’t reach the dashboard”Your access may be suspended, removed, or your agency may be expired. Access is re-checked on every request. Contact your agency admin. → Roles & permissions
The recovery email never arrives
Section titled “The recovery email never arrives”Check spam/junk, confirm you used the invited email, wait a moment, and avoid requesting many resets in quick succession. → Password reset & recovery
Catalogue & building
Section titled “Catalogue & building”A market, group, or segment is missing
Section titled “A market, group, or segment is missing”Two usual causes:
- Wrong market selected — segments are scoped to the chosen market.
- Not in your plan — entitlements are enforced server-side. → Tiers & entitlements
My reach % collapsed to almost nothing
Section titled “My reach % collapsed to almost nothing”You’ve probably stacked too many AND groups. Remove a group, or add OR alternatives within groups to broaden it. → Audience logic
My audience is huge and undifferentiated
Section titled “My audience is huge and undifferentiated”Too many OR segments in one broad group. Add an AND group to require a second characteristic and sharpen the index. → Audience logic
An AI draft used segments I didn’t expect
Section titled “An AI draft used segments I didn’t expect”The assistant proposes — review and refine before relying on it, and check the resulting reach % and index. It can only use segments your plan unlocks. → AI draft assistant
Statistics & maps
Section titled “Statistics & maps”The map looks sparse / noisy
Section titled “The map looks sparse / noisy”Very low reach % means fewer geo points and a noisier map. Broaden the audience if it’s too sparse to trust. → Maps & geo points
I don’t understand the index value
Section titled “I don’t understand the index value”100 = average. Above 100 is over-represented (140 = 40% more likely than average); below 100 is under-represented. → Statistics & outcomes
Saving, comparing & exporting
Section titled “Saving, comparing & exporting”I can’t find an audience I saved
Section titled “I can’t find an audience I saved”Saved audiences are shared within your agency — check the Saved list, and confirm a teammate didn’t rename it. They’re never visible to other agencies. → Saving audiences
Export is unavailable or capped
Section titled “Export is unavailable or capped”Exporting depends on your tier and may be subject to a quota. Ask your agency admin about an upgrade. → Exporting results
Team & plan
Section titled “Team & plan”I can’t invite a new teammate
Section titled “I can’t invite a new teammate”You may have reached your seat cap. Remove an inactive member or request a higher cap. → Managing your team
A removed member still seems to have access
Section titled “A removed member still seems to have access”Access is re-checked on every request, so removal takes effect immediately. If you still see a problem, contact support.
When to contact support
Section titled “When to contact support”Reach out if:
- A fix above didn’t resolve the issue.
- You see an unexpected error or something looks broken.
- You suspect a security problem (use security@maddict.com).
Include what you did, what you expected, and what happened. → Support & contact