Results with no data or missing revenue

Each card in Resultados (Results) loads on its own. An empty card means there was no usage in the period. Indisponível agora (Unavailable right now) means the query failed at that moment, with no data lost. Revenue, exports and the CRM have their own causes, covered in the sections below.

Check in this order

1. Indisponível agora.

   Click Tentar de novo (Try again). If it continues, wait a few minutes and reload the page.

2. Empty card.

   There was no usage in the chosen period. Change Período (Period) to 30 dias (30 days) or 90 dias (90 days). If it’s still empty, check that the try-on is working: see the notices at the top of the Instalação (Installation) screen and The button doesn’t show.

3. Poucos dados ainda.

   With fewer than 10 events in the period, the screen shows Poucos dados ainda (Not enough data yet) instead of a change percentage that would swing a lot from one week to the next. Choose a longer period.

4. No comparison with the previous period.

   90 dias has no comparison. The card shows Nos últimos 90 dias (In the last 90 days).

5. A tab doesn’t show.

   • Tamanho e medidas (Size and measurements): only in stores with the sizing features.
   • Satisfação (Satisfaction): only in stores with the furniture, flooring or wall try-on.
   • Receita (Revenue): shows when it’s available for your account.

6. Imagens das provas is empty.

   In Imagens das provas (Try-on images), Histórico em preparação (History being prepared) means Provei is still preparing the store’s image history. Check back in a few hours.

Revenue doesn’t show

The Receita tab uses the store’s Google Analytics 4, with a delay of 1 to 2 days.

Notice	What to do
Tab with the Conectar Google Analytics (Connect Google Analytics) button	Google Analytics isn’t connected. Only the account owner can connect it. See Connect Google Analytics 4.
O Google ainda está processando (Google is still processing)	Wait 1 to 2 days.
Falta aprovar a configuração da Provei no Google Analytics (Provei’s setup still needs approval in Google Analytics)	Click Concluir configuração (Finish setup) and complete the connection.
Ainda não encontramos pedidos de clientes que usaram o provador neste período. (We haven’t found orders from shoppers who used the try-on in this period yet.)	Check that Google Analytics and the try-on are installed on the site, and wait for Google to process the data.
O Google não liberou os dados de receita para esta conta. (Google hasn’t released revenue data for this account.)	Ask whoever manages the store’s Google Analytics to grant access to revenue data.

See Revenue with Google Analytics.

The CSV doesn’t match the screen

The exported file counts the last 7, 30 or 90 periods of 24 hours up to the moment of export. The screen uses calendar days, in Brasília time. That’s why totals can differ slightly at the edges of the period.

If you see Não foi possível exportar os dados. Tente novamente. (Couldn’t export the data. Try again.), wait a moment and export again. See Export data to CSV.

Satisfaction looks too low or too high

• Only shoppers who choose to rate are counted in CSAT. Read the score together with the Taxa de resposta (Response rate).
• With fewer than 30 responses, each rating moves the percentage a lot.

See Satisfaction with the result.

Contacts don’t reach the CRM

1. Is RD Station CRM connected?

   When you click Enviar para o CRM (Send to CRM), Conecte o RD Station CRM (Connect RD Station CRM) means the connection is missing. Click Ir para Integrações (Go to Integrations). See Connect RD Station CRM.

2. Is WhatsApp connected?

   RD Station CRM uses the same connection as WhatsApp (Tallos). If the screen shows Conecte o WhatsApp primeiro (Connect WhatsApp first), connect WhatsApp before anything else. Team members see Ninguém conectou o WhatsApp desta loja ainda. (No one has connected this store’s WhatsApp yet.): only the account owner can connect it. See Connect WhatsApp.

3. Is the token right?

   Confira o token e o nome da origem. (Check the token and the source name.) points to a wrong or revoked token in RD Station. Generate a new token in RD Station CRM and paste it again.

4. Do the contacts have a valid email or WhatsApp number?

   The send skips people without a valid email or WhatsApp number, and the final message shows how many were left out. The Anônimos (Anonymous) list can’t be sent.

5. Does the list have more than 500 people?

   Each send takes up to 500 people, from the most recent to the oldest.

Note

If the message shows contacts com erro, tente de novo mais tarde (with errors, try again later), the CRM didn’t accept some contacts at that moment. Send them again later.

Still not solved?

Contact support by email at suporte@provei.ai, on WhatsApp at +55 11 5296-0168 or, in the dashboard, under Conta › Ajuda › Abrir conversa (Account › Help › Start a conversation). Send:

• your store link;
• the period and the Resultados tab where the problem shows up;
• a screenshot of the screen or the message.

Don’t send your password, API keys, or RD Station or Tallos tokens. Support doesn’t need them.

Frequently asked questions

Does Indisponível agora (Unavailable right now) mean I lost my data?

No. Only that query failed. The data is still saved. Click Tentar de novo (Try again).

Do the try-ons I run for testing count in the numbers?

In the satisfaction survey, no. Tests done while signed in to the dashboard are left out of CSAT.

See also

• Virtual try-on results
• Try-on revenue in Google Analytics
• Export try-on data as CSV
• Send customers to RD Station CRM