How to troubleshoot missing or incorrect data in Chartimatic
If data looks missing or wrong in Chartimatic, the issue is almost always caused by disconnected integrations, missing permissions, or time zone/date range mismatches. This guide walks you through simple checks so you can quickly restore accurate, trustworthy briefings and summaries.
Common causes of data issues
Most data problems in Chartimatic fall into a few categories. Working through these checks in order will resolve the majority of issues.
1. Disconnected integration
The most common cause of missing data is a disconnected integration. Go to your Integrations page and check that each source shows a connected status. If an integration shows as disconnected or errored, try reconnecting it.
2. Incorrect account or property selected
If you have multiple Shopify stores, GA properties, or ad accounts, make sure the correct one is selected in Chartimatic. Connecting the wrong account will show data from a different store or property.
3. Time zone mismatch
If your numbers are close but not exactly matching the source tool, check your time zone settings. A mismatch between your Chartimatic workspace time zone and your Shopify or GA time zone can cause date boundaries to shift, making ‘yesterday’ off by a few hours.
4. Permissions changed or expired
If someone changed permissions on your Google, Shopify, or Klaviyo account, the Chartimatic integration may lose access. Reconnect the integration to re-authorize.
5. Platform delays
Occasionally, source platforms (Shopify, Google, Klaviyo) delay data availability on their end. If data is missing for just the most recent period, wait a few hours and check again.
Step-by-step troubleshooting
- Check the Integrations page for any disconnected or errored sources.
- Verify you’ve selected the correct store, property, or account for each integration.
- Compare time zone settings between Chartimatic and the source tool.
- Check the date range—make sure you’re comparing the same dates in both tools.
- Reconnect any integration that shows an error or expired status.
- Wait a few hours if the issue only affects the most recent data—it may be a platform delay.
- Contact support if none of the above steps resolve the issue. Include screenshots from both Chartimatic and the source tool, the exact date range, and the names of affected integrations.
FAQ
See the frequently asked questions below for more troubleshooting details.
What’s next
- Reconnect Shopify if your store integration is disconnected
- Reconnect Google Analytics
- Reconnect Google Ads
- Reconnect Klaviyo
- Learn how to read your performance summary
Frequently asked questions
Why does Chartimatic show zeros for a channel that used to have data?
This usually means the integration is disconnected, the account selection changed, or there hasn’t been any new activity. Check integration status and reconnect if necessary.
Why don’t Chartimatic numbers match Shopify exactly?
Minor differences often come from time zone, refunds, test orders, or tax/shipping inclusion rules. Always compare the same date range and understand which values each tool counts.
How often does Chartimatic update my data?
Chartimatic pulls from your connected tools on a regular schedule, with at least daily updates for most metrics. Exact timing can depend on your plan and the source platform’s own refresh schedule.
Can Chartimatic fix missing data retroactively?
If an integration was disconnected for a period, Chartimatic can usually backfill data once it’s reconnected, subject to each platform’s API limitations.
What should I send to support when data looks wrong?
Include screenshots from both Chartimatic and the source tool, the exact date range, and the names of affected integrations. This helps support quickly narrow down the cause.