Troubleshooting
The common symptoms — extension not detected, import stuck, no ad spend, missing reviews — and the fix for each.
"Extension not detected"
Chrome does not inject a freshly installed extension into tabs that were already open.
- Reload the TrueRoyalties tab.
- Check the extension is enabled in
chrome://extensions. - Click the extension icon — the popup should say it is connected.
The import never finishes
Almost always an expired KDP session.
- Open KDP and sign in.
- Come back to TrueRoyalties — the import resumes on its own.
The first import covers your whole history, so on a large catalog several minutes is normal. Leave the tab open.
Ad spend is zero or too low
- Amazon Ads not connected — connect it in Platforms.
- First import still running — the ad backfill walks backwards through your history and can take hours. Older periods fill in progressively.
- Filtered view — a distribution filter without Amazon retail has no ad spend by definition.
"Amazon Ads spend may be out of date"
Leave the tab open. Ad spend refreshes on its own once the last successful sync is more than 2 hours old, and Amazon takes a few minutes to build the report — there is nothing to press.
The one exception is a message saying Amazon needs you to reconnect: that authorization expired or was revoked on Amazon's side, and only you can renew it, in Platforms.
Nothing has updated since yesterday
That is often correct: KDP's estimator only refreshes every 24 to 48 hours. See Sync and data freshness.
To force a check: Platforms → Sync now.
"Partial data" notice
The range you asked for holds more rows than can be read at once, so the figures shown are incomplete. Narrow the date range. If it keeps appearing on ordinary ranges, tell us — it should not.
Setup is blocked with a message about my KDP account
One KDP account maps to one TrueRoyalties account, permanently. The four possible messages, and what they mean, are listed in KDP royalties.
Reviews are missing for a country
Amazon requires a session to show review pages, so a storefront you are not signed in on cannot be read. Sign in on that Amazon store, and TrueRoyalties picks it up automatically.
A book is missing
Check the date range first — a title with no sales in the range does not appear. If it has sales and is still missing, run a manual sync, then contact us.
My smart link shows fewer clicks than I expected
Three normal explanations before it is a bug:
- Bot previews are filtered out. Facebook, Slack and WhatsApp open your link themselves to build the preview card. Those are counted separately, under Bots filtered, on purpose.
- Clicks and unique visitors are different numbers. A visitor is counted once per day; three visits in an afternoon are three clicks and one visitor.
- A VPN moves the reader. Someone browsing through a US VPN looks American to every website, so they are sent to amazon.com.
Clicks themselves appear immediately — there is no aggregation delay to wait for.
My verified link will not verify
If the page is built with JavaScript — Wix, Squarespace, Webflow, Notion, X, Instagram, TikTok — our servers receive an empty shell, so your token can be on screen and invisible to us.
Install the extension and press Allow when it asks to read pages; it then opens the page in your own browser and reports what it saw. For a website, a DNS TXT record is the sturdiest option and needs no extension at all.
See Your verified page.
The world map shows land, but no countries or colours
The map draws its terrain and then stops: no borders, no country names, none of your storefronts coloured in.
This is almost always a browser extension. The map builds its detail in a background worker, and an extension that touches how a page starts one — some privacy, ad-blocking and password extensions do — stops it without any error message.
Open the page in a private window, where extensions are off by default:
- The map works → an extension is the cause. Turn yours off one at a time on this site to find it.
- The map is still bare → tell us, with a screenshot of the browser Console (right-click → Inspect → Console). That is the one place the real error shows.
I cannot sign in
The sign-in page opens on the password form. If you never set a password — accounts created with a one-time code do not have one — choose Sign in with OTP code and we email you a fresh code.
Still stuck
Contact support with the page, the date range and what you expected to see.