I don't see download data for my podcast. What happened?
Chartable will not populate download data for your podcast unless your Chartable dashboard's Trackable prefix is present and active in the podcast's RSS feed. A Trackable prefix is present when it is visible in the show's RSS feed, and active when Chartable recognizes that your podcast has the prefix.
The troubleshooting below refers to the dashboard's Trackable status on the Integrations > Trackable page, however, the status for each individual podcast can be refreshed/viewed on the Team Settings > Podcasts page.
Pending Status
If you see a Pending status, navigate to Team Settings > Podcasts and ensure you have added the podcast to your dashboard.
Then, reference the steps for your hosting provider listed on the Integrations > Trackable page to ensure the prefix is integrated into the RSS feed correctly. You can also manually check your podcast's RSS feed by looking for your team's prefix in the episode audio file links.
Once you have ensured that your team's Trackable prefix is integrated into the RSS feed, click "Refresh Trackable Status" on the Integrations > Trackable page and wait 24-48 hours for data to populate.
Active Status, Missing Prefix
If you see an Active status with the message "These podcasts do not have the Trackable prefix," reference the steps for your hosting provider listed on the Integrations > Trackable page to ensure the prefix is integrated into the RSS feed correctly. You can also manually check your podcast's RSS feed by looking for your team's prefix in the episode audio file links.
Once you have ensured that your team's Trackable prefix is integrated into the RSS feed, click "Refresh Trackable Status" on the Integrations > Trackable page and wait 24-48 hours for data to populate.
Active Status
If you see an Active status, and your data has not been flowing through for 72+ hours, kindly check if you have a duplicate podcast in the Apple Podcasts library, or have multiple copies of the podcast added to your account.
Our system has a hard time mapping downloads to duplicate podcasts. Please work with Apple support to remove the duplicate podcast, wait 24-48 hours for our system to sync, and work through these troubleshooting steps again.
If you are still having trouble, feel free to reach out to our support team at [email protected].