Troubleshooting Common Issues – Fetchbase

Having trouble? Let’s fix it together ✨

If something isn’t showing up the way you expect in Fetchbase, don’t worry — most issues have a simple solution.

Here are the most common ones and what you can do to get back on track.

I don’t see my new tags

Why this might be happening

Fetchbase syncs tags from Kit once every 24 hours, so new or recently renamed tags won’t show up right away.

Try this

Double check that the tag exists in Kit.

Allow up to 24 hours for the sync to complete.

Refresh the reporting page.

⚡

We’re actively working with Kit so tag updates can appear instantly in the future.

I don’t see my new broadcast emails

Why this might be happening

Fetchbase syncs broadcast data from Kit once every 24 hours. If you’ve just sent a new email, it may take up to 24 hours to appear.

Only published broadcasts (the ones that show up on this page in Kit) are synced with Fetchbase.

Try this

Confirm the broadcast was sent (not scheduled or in draft).

Allow up to 24 hours for the sync to complete.

Refresh the Broadcast Report page.

🔄

We’re considering adding a manual sync option, so you could click a button to refresh your broadcast data right away. If this is something you’d find helpful, let us know using this feedback form.

I don’t see any broadcast emails

Why this might be happening

If you just connected your account to Kit, the first sync can take a little time.

Most accounts will sync within 60 minutes, but if you have lots of broadcasts (3,000+) or tags (400+) it can take a few hours.

Try this

Check the status of your Kit connection under Settings > Connect to Kit.

If the status is “Syncing Kit Data” (orange banner), and it’s been over 5 hours since you started the connection, get in touch with us.

If the status is “Sync Complete” (green banner), and you still don’t see any broadcast emails, get in touch with us.

Still need help?

If your issue isn’t covered here, or if you’ve tried these steps and they haven’t resolved the problem, get in touch with us here.

If you can, include screenshots or screen recordings — this helps us fix issues faster.