Getting Started
I created an account, but signing in sends me back to registration. Is my account lost?
No. If your email verification or TikTok Shop connection is not finished, signing in with the correct email and password resumes the same registration. Dashboardly sends you to the first unfinished step instead of asking you to create another account.
If your email is not verified, Dashboardly sends an eight-character verification code and opens the verification step. The code uses eight characters from letters A–F and digits 0–9; enter it exactly as shown in the email. The form explains when the length or format is invalid. Use Resend code if the code has expired or did not arrive. Resending a code that is still valid sends the same code again, so a delayed email cannot invalidate the code you already received. If your email is already verified, you continue directly to TikTok Shop connection.
If a resend fails, Dashboardly shows an error so you can safely try again. You do not need to restart registration after an interrupted request. Restart Sign-Up permanently removes the incomplete account and now asks for confirmation before doing so. If the flow still does not resume, contact support and include the email address used for the account.
How do I connect my TikTok Shop?
Go to Settings > Shops, click Add Shop, and select your shop's market. You will be redirected to TikTok to authorize read-only access. The selected market must match the shop you authorize. See Connecting Your Shop for a full guide.
How long does the first import take?
There is no fixed completion time. It depends on your shop's available history, TikTok's response time, and the background checks needed to prepare reports. Imports run automatically. Check your connection in Settings > Shops; if figures are missing or outdated, contact us through Settings > Support with the shop and date range. See How Data Import Works.
Do I need to do anything after connecting my shop?
Your data imports automatically. Set accurate product costs (COGS) on the Inventory page and check the costs effective for the relevant order dates. In an all-sales report, a sale with an unresolved cost still counts toward revenue with COGS of 0; this can overstate profit. Missing or zero costs are not the same as a complete report with a valid zero result. Standard ROI still needs a positive COGS denominator. Check the report's preparation notice before treating figures as final. See Setting Up COGS.
Data and Accuracy
Why do my numbers differ from TikTok Seller Center?
Small differences are usually caused by settlement timing. TikTok often finalizes fees and taxes 7-14 days after delivery, but this is not a guaranteed deadline and some settlements take longer. Recent orders use estimated fees in Dashboardly, which are automatically corrected once settlement data arrives. See My Numbers Don't Match TikTok.
How often does Dashboardly update my data?
Dashboardly receives real-time notifications from TikTok whenever an order is placed, shipped, or refunded. It also runs periodic background syncs to catch anything missed. Your data is typically up to date within minutes of changes on TikTok.
Can Dashboardly modify my TikTok Shop data?
No. Dashboardly requests read-only access to your TikTok Shop. It cannot create, change, or delete any products, orders, or settings on your TikTok account.
Metrics and Reports
What is the difference between Gross Profit and Net Profit?
- Gross Profit = Net Sales - Cost of Goods Sold (COGS). This shows how much you earn after subtracting the cost of the products themselves.
- Net Profit = Operating Profit - Net Ad Spend. Operating Profit includes applicable non-ad costs and adjustments, including manual expenses and manual income, under the selected report basis. Use matching shop, dates, filters, and source readiness when comparing figures.
Why does my ROI show as blank?
For Dashboard, Profit & Loss, and Sales & Profit reports, ROI = (Operating Profit / Cost of Goods Sold) x 100. The standard ratio is unavailable when COGS is $0 or negative, so it can appear as a dash or blank. Some Product/SKU views use 0% as a fallback for an unavailable ratio; with positive COGS and zero Operating Profit, 0% is a valid result. Check the costs effective for the relevant orders and the selected report scope. Adding a manual expense does not make the COGS denominator positive. Inventory's estimated ROI is a different calculation. See Missing or Zero Metrics.
What are manual adjustments?
Manual adjustments let you add income or expenses that TikTok does not track -- things like software subscriptions, staff wages, packaging costs, or off-platform revenue. Adding these gives you a more complete profit picture. See Manual Adjustments.
Why can't I download a Statement-date Sales & Profit export yet?
If Dashboardly cannot verify the complete Product and SKU detail for your selected Statement-date range, it stops the export and shows an error instead of downloading incomplete figures. Check the shop's connection in Settings > Shops and contact us through Settings > Support to check the import. Include the shop, date range, and approximate time of the attempt. Try the export again once the data is ready. A missing export does not mean your sales or profit were zero.
Account and Billing
Why did Dashboardly ask me to sign in again after I left a tab open?
For security, an inactive Dashboardly session can expire while a browser tab is left open. The next time the tab requests fresh data, Dashboardly clears the expired session and opens the complete sign-in page. Sign in again with your usual email and password; after a successful sign-in, Dashboardly returns you to the page you were using when the session expired, such as Settings.
You do not need to close the tab, clear browser storage, or restart your registration. If the sign-in page does not show its normal headings, field labels, verification control (when required), and Sign In button, refresh the page once. If it still appears incomplete, contact support with the time, browser name, and a screenshot, but never include your password or a verification code.
Can I connect more than one shop?
Yes. The number of shops you can connect depends on your plan. Go to Settings > Shops and click Add Shop to add another. Select the market of the shop you want to connect. See Plans and Billing.
TikTok may return every shop authorized for the seller account. Dashboardly keeps the selected market as a strict boundary. Initial and agency onboarding can connect the authorized shops in that market together. Settings > Shops and TikTok's Install Now flow add one eligible shop at a time; repeat the Settings flow to add another same-market shop.
What happens if I exceed my order limit?
Each plan includes a set number of orders per billing cycle. If you exceed the included amount, overage charges apply at the plan's per-order rate until the Overage Cap is reached. Once the cap is exhausted, additional overage charges stop. New orders still sync securely into Dashboardly, but post-cap orders are held from customer-visible results. Dashboard, Profit & Loss, Sales & Profit, and Orders remain available using the previously visible order set. Billing-cycle renewals and overage-cap edits do not reveal held orders. They are released only after a plan upgrade, activation of an approved custom plan, or an approved support action.
How do I cancel my subscription?
Go to Settings > Subscriptions and click Cancel Subscription, then review and confirm the cancellation. Access and ongoing shop sync continue until the end of your current billing period. Cancellation does not immediately delete your data, but inactive canceled accounts may be cleaned up after 90 days. See Plans and Billing.
What happens to my data if I cancel?
Scheduling cancellation does not stop an import or shop sync during the remaining paid or trial access period. After that period ends, your account enters a limited state and new shop data stops syncing. Cancellation does not immediately delete your history, but inactive canceled accounts may be cleaned up after 90 days. If your account is still available, sign in and choose a plan to restart; contact support if you can no longer access it.
Team and Collaboration
Can I give my team members access?
Yes. Go to Settings > Collaborators to invite team members. You can control which shops each person can see and what actions they can take (view-only or management permissions). See Team Management.
Can collaborators change my settings?
Only if you grant them management permissions. By default, collaborators have view-only access. You control their exact permissions when inviting or editing them.
Technical
How do agency branded reports match the main P&L?
Agency Reports use the same canonical financial formulas as the Dashboard and P&L. Match the shops, dates, timezone, date basis, accounting basis, product scope, and settlement state before comparing totals. See Agency Branded Reports for the exact report formulas, delivery behavior, and snapshot limitations.
What regions does Dashboardly support?
You can currently connect a new TikTok Shop from the United States, United Kingdom, Germany, Spain, France, Italy, Mexico, Brazil, Ireland, or Japan. Shops that were already connected in another market remain available and can be reconnected, but Dashboardly does not currently offer new connections for those other markets. Category approvals alone do not make a new market available; use this supported-market list when connecting a shop.
Is my data secure?
Yes. Dashboardly uses encrypted connections (HTTPS/TLS) for all data transfers. Your TikTok authorization is handled through TikTok's official OAuth system -- Dashboardly never sees or stores your TikTok password. Payment processing is handled by Stripe, a PCI-compliant payment provider.
How can I recognize a Dashboardly service email?
Dashboardly account, shop-connection, authorization, import, trial, and report emails use a verified Dashboardly sender address. Most show Dashboardly as the sender name; a report shared by an agency may show the agency name so you can recognize who prepared it. Every message uses the Dashboardly logo and Dashboardly's turquoise-blue accent. Even when an agency report itself uses a client-specific theme, the surrounding service email remains Dashboardly branded. Every message includes links to the Dashboard, Help Center, and website in a footer marked Official TikTok Shop Partner.
Security-sensitive emails include one primary action and show the same secure
URL as a text fallback. Dashboardly will never ask you to reply with a password,
TikTok verification code, or two-factor authentication code. If a message is
unexpected, do not use its button; open https://app.dashboardly.io directly
or contact support.
Dashboardly sends reminders only to a real email address that you provide. If you begin with TikTok Shop's Install Now flow but do not finish Dashboardly registration, the temporary setup identity is not treated as an email inbox and no reminder is sent to it. Complete registration with a reachable email to receive account messages.
What should I do when a TikTok Shop authorization is expiring?
Use Open shop settings in the reminder email, or open Dashboardly directly and go to Settings > Shops. Find the shop named in the reminder, select Reauthorize, confirm the shop, and complete the authorization in TikTok Seller Center. Dashboardly does not place your shop identifier in the email link; you choose the correct shop after signing in.
How do I export my data?
You can export orders and customer data to CSV files from the Orders and Customers pages. See Exporting Your Data.
I found a bug or have a feature request. How do I report it?
Contact our support team through the in-app chat or email. We welcome feedback and actively use it to improve Dashboardly.