Common questions

Short answers to what people ask most. Each part links to its full page.

ScalingDeck

What is ScalingDeck?

One place to run paid ads: spend, leads, ad comments, landing pages, tracking and ad words for every Meta, TikTok and Snapchat account you run, updated every few minutes.

Which ad platforms does it work with?

Meta (Facebook and Instagram), TikTok and Snapchat. See Connections.

How do I reach the ScalingDeck team?

Email support@scalingdeck.com.

Is it for agencies too?

Yes. Keep each client in its own workspace and give each person a role in each one. See Getting started.

Getting started

Why is ScalingDeck invite-only?

ScalingDeck is opening to a few teams at a time. Leave your email with "Request access" on scalingdeck.com; the team approves each request by hand and emails you "Your ScalingDeck invite".

I asked for access. What happens next?

Watch your email. If you are approved, the invite has a link to create your account with that email address. If you already made an account and asked from inside ScalingDeck, the email asks you to sign in again and set up your organization.

It says "ScalingDeck is invite-only for now" after I signed in. Why?

The email you signed in with is not approved to create an organization yet. Press "Request access", or "Sign in with a different email" if your invite went to another address. Joining a team? Ask them for an invitation link.

My teammate's invitation link does not work. Why?

A link works once, only for the email it was sent to, and for 7 days. Sign in with that exact email. If it has expired or was cancelled, ask for a new one.

What is the difference between an organization and a workspace?

The organization is your company or agency. A workspace is one brand or client inside it, with its own ad accounts, spend, leads, pages, agents and comments. One organization can have many workspaces.

Who can see a workspace?

Owners and admins see every workspace. A Member sees only the workspaces they are given, as Admin, Editor or Viewer in each. Billing sees no workspace data.

Can I belong to more than one organization?

Yes. Accept each organization's invitation link. Switch between them with the organization name at the top left.

Who can invite people?

Owners and admins, from "Invite your team" during setup or from Settings, Members, "Invite someone". ScalingDeck emails the invite when it can; when it cannot, you get a link to send yourself.

Who can connect Meta, TikTok or Snapchat?

Owners, admins and workspace admins. A workspace admin's connection stays inside their workspace. See Connections.

I connected an ad account but see no spend. Why?

Check that it is in a workspace. An account marked "Needs a workspace" in Connections has no spend yet; pick a workspace for it and it turns "Ready" and its spend starts. Then check which workspace you are looking at. Quiet accounts are checked less often (up to every three hours), so a new account's spend can take a while. See Spend.

Spend

How often is spend updated?

Accounts that are spending fast are checked every few minutes, others every hour, and quiet ones every three hours. See Spend.

Why did yesterday's spend change?

The platforms correct recent days. ScalingDeck checks each day again (yesterday twice, then daily until day 14) and every correction updates the hour, the day and every total.

Can a month's total change after the month ends?

Each month is checked again and closed after day 5 of the next month. A change after that is shown beside the closing total.

Are amounts in different currencies added together?

No. Totals are per currency and never converted.

Leads, agents and comments

Is a lead ever deleted or merged?

No. Every form, call and chat is matched to a person. People are never merged and nothing is thrown away. See Leads.

What does "Needs review" mean?

Something arrived but could not be added as a lead. Nothing is thrown away: fix the reason, then try again from Needs review.

Will the comment agent reply without my approval?

Not at first. A person approves every hide and reply until you change that. See Comments.

Is there a limit on comment replies?

At most 60 replies per Page per hour, to stay within Meta's limits.

Will my landing pages show up on search engines?

No. Pages made in ScalingDeck are not listed by search engines. See Pages.

Tracker

Why do I need my own domain?

Tracking runs on a subdomain of your own domain, and ScalingDeck never offers one of its own. The visitor's click ID then belongs to your domain, so your landing pages on it share it.

Can I use my main domain, like yourbrand.com?

No. Use a subdomain, like go.yourbrand.com. DNS allows the record that points it at ScalingDeck only on a subdomain.

My domain has said "Waiting for DNS" for a while. What now?

ScalingDeck has not seen the TXT record yet. Open "DNS records", check that both records match the Type, Name and Value shown, then click Check now. New DNS records can take a while to show up everywhere. ScalingDeck checks again every 5 minutes on its own.

Do I need the script on every landing page?

Yes, on every page your ads send people to. It records the visit and puts the click ID on the page's forms. Copy it from Tracker, Setup, Script.

Why is a conversion "Not matched"?

It arrived without a click ID, so it cannot be tied to a visit or an ad. It is kept. Check that the network receives the click ID with each click and sends it back in the postback.

A network sent the same conversion twice. Will it count twice?

Not when both postbacks carry the same transaction ID: the second one updates the first (a new status or amount). Without a transaction ID, each postback is its own conversion.

Why does Meta show fewer conversions than ScalingDeck?

A signal sends only some of them:

• Not from an ad: conversions from organic visits are not sent.
• Not matched: no click ID, so there is no ad to send it for.
• Not in the signal: its conversion type is not under Events, or it waits for Once approved.
• Too late: platforms refuse events older than 7 days.
• Instant Form and WhatsApp leads: Meta already has them; with Don't send nothing goes back.

Recent sends on the signal shows what was sent and why something was not.

How fast does a conversion reach Meta, TikTok or Snapchat?

Usually within a minute. If the visit it belongs to has not arrived yet, or the platform does not answer, ScalingDeck tries again on its own until 7 days after the conversion.

Why are some reports missing cost?

Cost comes from the ad accounts you connected, joined by the ad's id in the link. It is empty for organic visits, for ads you did not connect, and by country, device, placement or hour.

Why does revenue leave out some amounts?

Money is in US dollars for now, so amounts in other currencies are left out. Rejected and refunded conversions are left out of Revenue, and only types set to Counts toward revenue add to it.

Studio

Can I use my own product photos?

Yes. Add them on the product's page in Products, or with "Add photos to the product" in a batch's brief. Photos you add from a batch count as usable. Only photos marked Usable go into ads.

Can Studio take the photos from my product page?

Yes. Read the page in the brief, pick the pictures and "Take the photo". If the page is not on one of your own confirmed domains, you first confirm you own the photos or are licensed to use them.

Will the AI draw or change my product?

No. The AI never draws or invents your product. Any shot that shows it starts from your real photo.

I have no landing page. Can I still use Studio?

Yes. Start from "Your own words" and choose "An instant form" under Converts on. The words will not send people to a page. Content Guard needs a landing page's address to check the words, so without one its answer shows "Could not check".

Can I write my own hooks and ad texts?

Yes. "Import your lines" on the Words step takes a CSV or sheet export, one ad per row. Your lines are kept exactly as you wrote them and go through the same checks. A line that breaks a rule is held, with a safer rewrite you can use.

Why can a line not be approved?

A line cannot be approved while it has no words, is still being checked, is held for a rule, or Content Guard did not allow it on one of your platforms. The message says which. Change the line or write it again, then approve it.

Will an AI creator say they used my product?

No. AI creators present your product. They never pose as a customer, say they bought or tried it, or report a result. Lines that do are held.

Can I write ads in other languages?

Yes. Add the languages in the brief. Each language is written natively, not word for word, with the English meaning under every line. A line that adds a new claim, number or promise is marked.

Who can see my batches?

The person who made a batch, and the organization's owners and admins. Other teammates do not see it. Only the person who made the batch approves its words.

Can I target an audience by age or gender?

Not in a special ad category (Financial products, Insurance, Credit, Employment or Housing). There, audience versions by age or gender are not allowed. No audience version may speak to the viewer as "you".

How do I get credits?

For now, the ScalingDeck team gives them. Email support@scalingdeck.com when you need more. Studio shows your Credits left at the top.

When are credits used?

Only when you make preview videos. "Make the previews" sets aside what they would cost; once they are done, only the previews that were made are charged and the rest goes back. The Plan step shows what a plan would cost, but takes nothing.

Am I charged for a preview that did not work?

No. A preview that could not be made, or whose product still looked wrong after it was made again, is not charged. Its card says why.

Why are some of my ads missing from the previews?

Only ads with every line approved get a preview, and only in video styles. Picture ads and Text slideshow come later. Styles where an AI creator talks need a creator chosen in the brief.

Can I launch my previews?

Yes. Ready previews show in Compose, on its Ads step, as videos you made in Studio. You can also download each one from the Ads step.