Overview
Use this guide when Growth Engine work does not appear, repeats an old recommendation, goes to the wrong reviewer or has an unclear execution result. Start with the matching symptom. Do not retry a potentially successful change until you have checked the connected platform.
No recommendations appear, or only one job ran
Issue
An expected job has not produced a recommendation, or only one of several enabled jobs appears to have run.
Environment
Growth Engine jobs and schedules for a connected account. Exact access and supported work vary by account.
Possible causes
The job may be disabled, outside its scheduled run time, missing a connection or input, or scoped to campaigns in Control. A setup-triggered run may not include every enabled job.
Resolution
Confirm access to Growth Engine for the intended store.
Check whether the intended job is enabled.
Check the saved schedule and timezone.
Check the connected account and required inputs.
Inspect the campaign and action scope. If Control excludes the intended work, change to Copilot only when you want proposals for that scope.
Identify which job actually ran before requesting another run.
A recommendation repeats work already completed
Issue
A ticket proposes a change already made manually or repeats an outdated recommendation.
Environment
Growth Engine tickets for accounts also managed by people or other workflows.
Possible causes
The proposal may predate the manual change, use outdated context, or overlap with another job. Immediate detection of every manual change is not guaranteed.
Resolution
Compare the proposal time with the current platform state.
Explain the completed work in the ticket feedback. Do not approve a duplicate change.
Update outdated goal or offer context.
Review overlapping job scopes and schedules.
Work goes to the wrong reviewer or creates too many tickets
Issue
Proposals reach the wrong person or the review queue contains unnecessary work.
Environment
Growth Engine jobs, ticket ownership and review notifications.
Possible causes
Owner or routing configuration may be incorrect. Broad scope, generic instructions or overlapping jobs can also produce unsuitable proposals.
Resolution
Check the job owner.
Check the available review and notification routing.
Narrow unnecessary job scope.
Replace generic instructions with meaningful decision criteria.
If the available settings cannot express the required routing, ask support rather than assuming the feature is supported.
An approved ticket did not complete, or only some actions succeeded
Issue
A proposal was approved, but the intended change is missing or its status is unclear.
Environment
Growth Engine tickets containing one or more connected-platform actions.
Possible causes
Approval and execution are separate. Individual actions may fail, remain pending, or be blocked by permissions, limits or platform requirements.
Resolution
Inspect the result of each action.
Check the connected platform for the actual change.
Record successful and unresolved actions separately.
Use the returned error to check the applicable connection, permission or limit.
Retry only work confirmed not to have succeeded, after its blocker is resolved.
For detailed action errors, see My Moby action failed or didn't run.
The displayed goal or results do not match the business definition
Issue
Goal tracking or a report does not match the intended target or another report.
Environment
Growth Engine goal measurement and performance reporting, including custom metrics where available.
Possible causes
The saved interpretation, metric calculation, dates, included channels, currency or attribution settings may differ.
Resolution
Check the saved goal interpretation.
Compare the actual metric formula, not just its name.
Align report dates, account scope, channels, currency and attribution model/window.
Ask support to review any remaining calculation mismatch before changing targets to fit it.
New Meta ads use the wrong pixel
Issue
Newly created Meta ads use a publishing pixel different from the intended account configuration.
Environment
Growth Engine ad creation for a connected Meta ad account.
Possible causes
The account-specific publishing configuration may not match the intended pixel. This is distinct from Triple Pixel installation.
Resolution
Hold further approvals for the affected new-ad work.
Check the intended Meta ad account and publishing pixel in its account settings within Guardrails.
Ask support to resolve a missing or ambiguous account/pixel selection before approving more affected work.
Do not use a tracking-installation change as a substitute for checking the ad account's publishing configuration.
Important to know
Changing modes, a goal or a limit should not be assumed to cancel already-pending actions. A completed action may not be reversible. Confirm unresolved state before retrying or changing automation scope.
When to contact support
If these checks do not resolve the issue, contact Triple Whale support with:
The store, connected platform and affected account.
The job and ticket link or identifier.
The expected result and actual result.
The run or proposal time and timezone.
The exact error, relevant saved modes and limits, and which actions already succeeded.
A screenshot of the affected configuration with personal information and credentials removed.
For a setup check, compare your configuration with Set up your first Growth Engine job.