FAQ and troubleshooting
Short answers to common questions, grouped by topic. Each answer links to the article that explains it in full. If yours isn’t here, email us.
Signing in and teams
Section titled “Signing in and teams”Can I sign in with a password or a magic link?
Section titled “Can I sign in with a password or a magic link?”No. Creator Jam only offers Sign in with Google. See Signing in and your team.
Can I belong to more than one team?
Section titled “Can I belong to more than one team?”No. Each person belongs to one team. Once you’ve created a team, you can’t accept an invite to another one.
My invite says it was issued to a different email address
Section titled “My invite says it was issued to a different email address”The invite was sent to a different address from the Google account you signed in with. Sign out, open the invite link again, and sign in with the Google account for the invited address. Or ask your teammate for a new invite.
Do I need to sign in before opening an invite link?
Section titled “Do I need to sign in before opening an invite link?”No. If you’re signed out, Creator Jam asks you to sign in and then brings you back to the invite. Invite links expire after 7 days. If yours has expired, ask for a new one.
Are there admin or read-only roles?
Section titled “Are there admin or read-only roles?”No. Everyone on a team can invite people, edit and delete records, and change integrations.
My deal disappeared from the Campaigns board
Section titled “My deal disappeared from the Campaigns board”The board only shows deals at Reach out, Follow up, Negotiating and Finalize contract. A deal at Content expected, Published or Dead moves off the board. You’ll find it on Conversations → Monthly Overview under its publish month, and in the creator’s channel. See Conversations and the pipeline.
I added the video, so why isn’t the deal Published?
Section titled “I added the video, so why isn’t the deal Published?”Adding content never changes a deal’s stage. Open the conversation and set Status to Published. Until you do, its spend won’t appear on the ROI page.
Why did my deal’s publish date change when I added content?
Section titled “Why did my deal’s publish date change when I added content?”A deal always takes the publish date of its earliest piece of content, so its spend lands in the month the first video went live. See One deal, several videos.
Why does new content on a deal show $0 spend?
Section titled “Why does new content on a deal show $0 spend?”The deal has a custom spend split, and new content starts outside it at $0, so nothing is re-priced without you knowing. Edit the deal’s spend split to give the new content its share. See One deal, several videos.
Does Creator Jam send outreach emails for me?
Section titled “Does Creator Jam send outreach emails for me?”No. Open in Email Client opens your own email app with the draft filled in, and you send it from there. See Campaigns and AI outreach.
Why can’t I generate an AI email?
Section titled “Why can’t I generate an AI email?”The AI writer needs three things: a campaign template with both a subject and a body, a To contact on the deal, and a screenshot of the creator’s channel.
Why is my retainer still Active after its last month?
Section titled “Why is my retainer still Active after its last month?”Creator Jam doesn’t end retainers on its own. Renew or cancel it when the term is up. See Retainers.
Does a CSV import skip creators I already have?
Section titled “Does a CSV import skip creators I already have?”No. Every row becomes a new channel, even if the name matches an existing one, so remove existing creators from the file first. Dates must be DD/MM/YYYY, and each import takes up to 100 rows. See Channels.
Content and views
Section titled “Content and views”Why doesn’t my Instagram or TikTok post show views?
Section titled “Why doesn’t my Instagram or TikTok post show views?”Creator Jam only reads views automatically for YouTube. For everything else, enter view counts in the content’s Performance panel, or ask an AI assistant to record them. See How views are tracked.
My new YouTube video has no stats yet
Section titled “My new YouTube video has no stats yet”YouTube views are read once a day. To fetch them now, open the video and click Refresh in its Performance panel.
Why is CPM blank?
Section titled “Why is CPM blank?”CPM needs spend and views. It’s blank when the content has no deal, when the deal’s rate is $0, or when there are no views yet. See The Content page.
Why is engagement blank on my reel or podcast?
Section titled “Why is engagement blank on my reel or podcast?”Counts you enter by hand carry views only. Engagement needs likes and comments, which Creator Jam reads for YouTube videos.
Can I add content that has no deal behind it?
Section titled “Can I add content that has no deal behind it?”Yes. Leave the conversation empty and pick Organic Mention or Organic Feature as the type. Views are tracked as usual, but there’s no spend or CPM. See Adding content.
The wrong creator was suggested for a link
Section titled “The wrong creator was suggested for a link”Suggestions are a best guess, especially for links on sites many creators share, such as podcast apps. Pick the right channel before you save.
Shopify
Section titled “Shopify”Can I connect more than one Shopify store?
Section titled “Can I connect more than one Shopify store?”No. Each team connects one store. See Connecting Shopify.
Where do I get a Shopify access token?
Section titled “Where do I get a Shopify access token?”You don’t need one. Create an app in Shopify’s Dev Dashboard and paste its Client ID and Client secret into Creator Jam. See Connecting Shopify.
I completed a draft order in Shopify, so why does it still say Draft?
Section titled “I completed a draft order in Shopify, so why does it still say Draft?”Creator Jam picks up the change on its next check. Open the Orders page, or click Refresh on the order in the conversation, to check now. See Sending product to creators.
Does deleting an order in Creator Jam delete it in Shopify?
Section titled “Does deleting an order in Creator Jam delete it in Shopify?”Deleting a draft order deletes the draft in Shopify too. Removing a completed order only unlinks it from the deal; the order stays in Shopify.
Can I track a discount code I created in Shopify?
Section titled “Can I track a discount code I created in Shopify?”No. Creator Jam tracks codes you create from a conversation. See Discount codes.
Does removing a short link from a deal break the link?
Section titled “Does removing a short link from a deal break the link?”No. Detaching only removes it from that conversation. The redirect keeps working until you delete the link on the Short Links page. See Short links.
Spend and ROI
Section titled “Spend and ROI”Why doesn’t Creator Jam add Fairing, Code Uses and Affiliates together?
Section titled “Why doesn’t Creator Jam add Fairing, Code Uses and Affiliates together?”One sale can show up in two or three of them. A shopper might use a creator’s code, come through their affiliate link, and name them in the survey. Adding the sources would count that sale more than once. See How attribution works.
Why don’t my Affiliates and Fairing numbers match?
Section titled “Why don’t my Affiliates and Fairing numbers match?”They measure different things. GoAffPro counts orders that came through an affiliate’s link or code. Fairing estimates everyone a creator influenced, including shoppers who never used a link.
Why do I see an error or a dash instead of $0?
Section titled “Why do I see an error or a dash instead of $0?”When a source can’t be read, for example because Fairing is unavailable, Creator Jam shows an error rather than a zero, so a failed read can’t pass for a bad month. Spend and views are unaffected. Try again in a few minutes.
Why isn’t my ad usage license on the ROI page?
Section titled “Why isn’t my ad usage license on the ROI page?”License costs are kept apart from deal spend, because a deal’s rate sometimes already includes usage rights. If rights were bundled into the deal, add the license with the conversation linked and a cost of $0. See Ad usage licenses.
Why is my 7-day ROAS so jumpy?
Section titled “Why is my 7-day ROAS so jumpy?”Spend counts on a deal’s publish date, but revenue counts on the order date. A short window can catch a deal’s whole cost before most of its sales. Longer periods are steadier. See The ROI page.
Are Code Uses limited to the dates I picked?
Section titled “Are Code Uses limited to the dates I picked?”No. The Code Uses tab shows codes on deals published in your date range, but each code’s uses and revenue are its totals so far.
Does the consideration window change a creator’s total revenue?
Section titled “Does the consideration window change a creator’s total revenue?”No. It only changes how a creator’s revenue is split between their YouTube videos.
Why is Monthly Overview’s Projected Budget higher than the Home budget?
Section titled “Why is Monthly Overview’s Projected Budget higher than the Home budget?”Projected Budget adds up every deal in the month at any stage. The Home budget only counts booked and published deals, plus usage rights. See Budget and targets.
Integrations and AI
Section titled “Integrations and AI”Fairing says my key isn’t approved to add sources
Section titled “Fairing says my key isn’t approved to add sources”Sending creators to Fairing’s answer lists is a partner feature. Contact Fairing support and ask them to approve your store’s API key as a source contributor. See Sending creators to Fairing.
I renamed a creator, and now Fairing lists them twice
Section titled “I renamed a creator, and now Fairing lists them twice”Fairing doesn’t let Creator Jam delete a name it has added, so a rename adds a new entry. Remove the old one in Fairing’s list.
Why isn’t a GoAffPro affiliate linked to a creator?
Section titled “Why isn’t a GoAffPro affiliate linked to a creator?”Nothing matched them to a creator, or a signal pointed to two creators, and Creator Jam won’t guess. Pick the creator in the affiliate’s row on the Affiliates tab. See GoAffPro.
Does Northbeam sync on its own?
Section titled “Does Northbeam sync on its own?”No. Click Sync to Northbeam on Conversations → Monthly Overview when you’re ready. See Northbeam and Lifetimely.
Do I paste my MCP key into Claude?
Section titled “Do I paste my MCP key into Claude?”No. When you connect, Creator Jam opens an authorize screen where you choose the key by name. To disconnect an assistant, revoke its key on the MCP Server page. See Claude and AI assistants (MCP).