Account Setup FAQ

  • Updated on Mar 10, 2025
  • Published on May 26, 2023
  • 5 minute(s) read
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  • tracked_installs, retention, and LTV are shown in UTC. For ad spend or ad revenue, it depends on ad-network as described in here.
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  • The most common reason your User Acquisition dashboard may have an Unavailable Channel or Unavailable Campaign is because there is ad revenue that can’t be attributed to users of a specific channel or campaign. This happens when an ad network reports ad revenue for a specific country, but we don’t see any events from users in that country.
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  • If you have set up your Meta or Google channels correctly but don't see any spend on the dashboard yet, please make sure you add the ad account ID you are trying to pull the spend for. The instructions are here.
+ Show more Please reach out to privacy@tenjin.io regarding data deletion requests
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This is because we were unable to pull spend or ad revenue data from ad-network API in the last attempt. The most common reasons are:

  • Credentials used to pull the data are no longer valid. This could happen when the password on ad network dashboard is updated, or the user who authenticated accounts before is no longer in the company.
  • For self-attribution networks(Meta, Google, Apple Search for example), please re-authenticate your account, and update the ad account again. The instructions are here.
  • For non self-attribution networks, please double-check your API credentials. The instructions are here.
  • One-time server error on the Ad network side. In this case, we will be able to pull the data during our next attempt.
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  • If the ad account has not been working for 1 month, we will automatically suspend the ad account. This means that we won't automatically try to pull the data for your ad account anymore. To fix it,
    • For self-attribution networks(Meta, Google, Apple Search for example), please re-authenticate your account, and update the ad account again. The instructions are here.
    • For non self-attribution networks, please double-check your API credentials. The instructions are here.
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  • Tenjin dashboard uses UTC timezone, and updates every few minutes.
+ Show more Please refer to [this](https://docs.google.com/spreadsheets/d/1sBJiQOpQOHyGT7eaAme2LXyqmBVtExyqDhZNjD4fhzs/edit?usp=sharing){target=`_blank`} sheet:

This is the list (not exclusive). If you want to know the mapping for a channel or campaign that's not in this list, please contact us at support@tenjin.com.

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  • Certain UA channels use the same tracking URL template per app and pass the campaign information to Tenjin upon the click event. For such channels, you need to create only 1 Tenjin campaign to get the tracking URL and use that for all campaigns within the same app. These channels are:

    • AdColony
    • Applovin
    • Fyber
    • ironSource
    • Jetfuel
    • Kuaishou
    • Mintegral
    • Nativex
    • Ocean Engine
    • Tapjoy
    • TikTok
    • Unity Ads
    • Vungle
    • Bigo Ads
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Under CONFIGURE --> apps, click on the app for which you want to diable the callback. Then, click on the 'edit' button next to the callback you want to disable under the callback section.

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De-select the 'Active' button, and hit 'Save Callback'.

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+ Show more Migrating your historical data from your existing attribution provider to Tenjin is super easy. Below are steps you can take for migrating the data from AppsFlyer and Adjust to Tenjin:
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We count 'conversions' and 'view through conversions' under the Download Conversion category as Reported Installs.

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+ Show more The Unity Ads install callback will successfully fire only once the campaign is live. If the campaign is live and the issue still persists, please email us at support@tenjin.com
+ Show more Mintegral recommends to start with a budget of 200 USD. The goal is to accumulate sufficient data samples for sufficient algorithm optimization. For Tier 3 countries, it might be appropriate to start with a slightly lower budget.
+ Show more DT Exchange doesn't provide Ad revenue data for the current day, and usually doesn't have it for the previous day on their Reporting API. So the delay expected and will update the previous day's data after 24 hours.
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User-level data access is subjective to data policies and terms from ad networks and could be restricted from customer access.

Ad Networks Policy
Meta User-level data access is restricted by Meta
TikTok User-level data access is restricted by TikTok
Reddit User-level data is currently not available from Reddit. Reminder: Data received about a Reddit Campaign is subject to the Reddit Business Tool Terms, and includes, among other restrictions, a prohibition on using Reddit Data to create profiles of any users.
Snap Snap requires separate terms and conditions to be signed before user-level data can be shared. Upon execution of the terms, Access to view-through engagement data at the user level remains restricted. Specifically: User-level campaign information is restricted. Attributed touch time is reported by date only. Deeplink URI is unavailable.
+ Show more If you need to hide or delete your app on Tenjin, please contact our support team at support@tenjin.com, and they will assist you with the process.