FAQs & Troubleshooting
Get answers to some of the most common questions from Motion users
By Joel and 2 others3 authors28 articles
- FAQs about MotionGet fast answers to some of the most common questions about how Motion works (and a few really specific questions about the platform)
- Why AI Chats might fail - and what to do about itMy AI Chat keeps failing!
- Why don't my Motion results match Ads Manager?Find out why Motion results might look different from what you're seeing in ads manager.
- How to change the attribution window in Motion?In this video we walk through the steps to change the attribution window for Meta (Facebook) reports.
- What's the difference between an Owner, Admin, Collaborator, and Guest?We take a dive into the capabilities and limitations of each of our user access levels.
- How do you calculate the average bar?The average bar provides a baseline to compare the performance of one ad against the rest of the set. Learn how we calculate it.
- Meta says I reached the API limit. What's going on?Meta sets strict API limits, which may cause Motion to timeout for up to an hour. Learn why this happens and how you can avoid it.
- Why can't I find a metric I'm looking to add into my report?Trying to add a certain metric that isn't showing as an option when building reports?
- Can you pull custom events, custom conversions or custom metrics into Motion?Learn what type of custom tracking metrics you can pull into Motion. Custom events and custom conversions are supported, but custom metrics aren’t available due to API limits.
- Why can't I add the Frequency or Reach metric to my reports?Unique metrics like Reach and Frequency don’t show in Motion because they’re being deprecated by Meta’s API — this article explains why.
- Does Motion pull in Deleted or Archived ads?Find out if our platform pulls in deleted or archived ads. Get clarity on what gets synced in Motion and what requires support to access.
- How does "Group by Creative" work?TLDR: we use the creative ID from Meta Ads Manager, so don't upload a creative asset more than once!
- How do I see which Motion plan I am on?Want to check which plan you’re on in Motion? Learn how to find your current subscription level, billing details and upgrade options in a few clicks.
- How can I find my invoices for Motion?Learn how to find your Motion invoices: step-by-step access via Workspace settings → Plan & billing → Invoices & payment method.
- What access level to ad accounts do you need on Meta for Motion to work?Ensure your ad account integrations work in Motion—learn which Meta access level you need (ads_management permission) and how to set it up correctly.
- How do I change my organization name in Motion?How to change the name of your organization in Motion by editing your account settings.
- How to Cancel Your Motion PlanWe're sorry to hear 😓 anything we can do to make things right??
- How to delete organizations, workspaces, and leaving organizationsDeleting your Motion org, workspace, or account has different consequences, so please read carefully before proceeding.
- What metrics are supported for Dynamic Creative ads?Explore which metrics are supported for Dynamic Creative ads in Motion — learn what you’ll see, what you won’t, and how to interpret performance when Meta’s data is limited.
- How do I change my workspace name?Learn how to rename your workspace in Motion. Note: Only workspace Owners or Admins can update the name in Workspace Settings.
- Can you tag teammates on comments snapshot reports?Tag your teammates in comments on share links in Motion’s snapshot reports. Keep feedback in one place, drive alignment and make analysis part of your workflow.
- I just got invited to an existing Motion account, why am I being asked to connect a data source?New members (including guests, collaborators, and admins) can have an onboarding issue if invites aren't accepted correctly.
- How to update your payment method/download invoices in MotionLearn to update your payment information and and download invoices in Motion.
- Editing Guest Permissions in MotionNo need to invite guests multiple times, edit workspace access all in Motion!
- Resolving Google Analytics Attribution Issues in MotionCommon Google Analytics issues and how to fix them
- Why is my ad showing as "Mixed Creative"?If you're seeing "Mixed Creative" in Motion but your ad looks like it's just a single image or video, here's what's actually happening behind the scenes.
- Why am I seeing an ad spend limit banner in Motion?Learn what the ad spend limit banner in Motion means, why it appears, and what happens to your account when your plan's ad spend threshold is exceeded.
- How to transfer ownership of your Motion organizationSteps for transferring ownership of your Motion organization to a new teammate, including the info Support needs to change the Owner on your account.