Troubleshooting¶

Fixes for the messages and blocked states you hit while setting up or launching an experiment. Find your message or symptom below.

"Launch experiment" is disabled¶

The Launch experiment button stays disabled until every requirement for the run is met. Work through these in order:

Set a valid control URL. The Control page (A) field must hold a real URL. A non-URL shows Enter a valid URL — e.g. example.com/page; a valid one shows Looks valid.
Set a valid variant. On the default Two URLs path, the Variant page (B) field must hold a valid URL that differs from the control. See The variant URL is rejected below.
Calibrate your synthetic shoppers. If shoppers aren't calibrated, the wizard shows Calibrate your synthetic shoppers before running an experiment with a Set up shoppers button. See You're asked to calibrate shoppers.
Have enough credits. If the run costs more than your balance, you'll see an Insufficient credits message. See Insufficient credits.

When all four hold, the button enables.

You're asked to calibrate shoppers¶

Squoosh won't run an experiment until your synthetic shoppers are calibrated to your site. The wizard blocks the launch with Calibrate your synthetic shoppers before running an experiment and a Set up shoppers button.

To fix it:

Click Set up shoppers, or open Synthetic Shoppers in the sidebar.
Under Pool size, choose how many shoppers to generate, then click Calibrate shoppers. Wait until the status reads Calibrated.
Return to Experiments and open the wizard again. With shoppers calibrated, the launch gate clears.

Squoosh can calibrate a pool without a connected analytics source, but it then uses a general e-commerce audience. Connecting Shopify or Google Analytics under Integrations shapes the pool to your real traffic, so results reflect your actual audience. See Calibrate synthetic shoppers.

Insufficient credits¶

You see:

Insufficient credits — this experiment costs N credits, but your balance is B. Pick a smaller audience or top up your account.

The run costs more credits than your workspace has. You have two options:

Pick a smaller audience. A smaller sample costs fewer credits. If a smaller tier is available to your account, select it in the Audience section.
Top up your credits. Self-serve billing isn't available yet. Email the Squoosh team at support@squoosh.ai to add credits or change your plan.

Credits are the unit you spend to run tests. Your sidebar shows N tests left — how many Standard tests your current balance covers — and the wizard shows each test's exact credit cost and your balance after, before you launch. See Credits and billing.

If a brand-new account shows 0 tests left and blocks your first run, your starting balance doesn't yet cover a Standard test. Email the Squoosh team at support@squoosh.ai to get set up.

The variant URL is rejected¶

On the Two URLs path, the Variant page (B) URL must be valid and must differ from the control:

Message	Cause	Fix
Variant URL must differ from the control URL.	The variant URL is the same as the control.	Enter the URL of your separate version B.
Enter a valid variant URL — e.g. example.com/variant	The variant URL is malformed.	Enter a complete, valid URL.

A true A/B test needs two distinct pages. You supply version B — Squoosh tests your real change, it does not generate or write the variant. A valid, distinct URL shows Looks valid · differs from control.

If you ship variants through an A/B testing tool or a feature flag instead of a second URL, Two URLs is the proven path and the one to start with. See How you ship variants.

"Monthly test limit reached"¶

You see:

Monthly test limit reached (N). Upgrade your plan for more tests.

Each plan caps how many tests you can run per calendar month. The default plan allows 5 tests per month, and both A/B tests and Conversion Reports count toward the same cap. The count resets at the start of each month.

To raise the cap, email the Squoosh team at support@squoosh.ai. Self-serve plan changes aren't available yet.

"Property limit reached"¶

You see this when adding a property:

Property limit reached (N). Upgrade your plan for more properties.

Each plan caps how many properties (connected sites) a workspace can have. The default plan allows 1. To add more, email the Squoosh team at support@squoosh.ai.

See Workspaces and properties.

You can't delete a property¶

If you try to remove your only property, Squoosh blocks it with You can't delete your last property. A workspace must always have at least one property.

To replace your only property, add the new one first, then delete the old one. Open Settings, go to Properties, click Add property, then delete the property you no longer need.

"Your account is suspended"¶

You see:

Your account is suspended. Contact support.

A suspended account can't run tests or add properties. Email the Squoosh team at support@squoosh.ai to resolve it.

The run looks empty right after launch¶

This is expected. When you launch, the run warms up before any shoppers appear. The page reads Warming up while Squoosh reserves synthetic shoppers and prepares both versions:

Reserving synthetic shoppers and warming browser sessions on both versions. The floor fills in as the first shoppers enter the funnel.

The floor fills in as the first shoppers enter, then the live dashboard appears. No action is needed — leave the page open and results arrive as shoppers finish. See Lifecycle and auto-stop.

A finished run shows no winner¶

A completed experiment doesn't always name a winner. Two outcomes are normal:

Status	What it means	What to do
Undecided	The run finished, but the shopper results never separated enough to call a winner. This is the same outcome the verdict calls Too close to call.	Re-test with a sharper difference between A and B, or run a larger audience.
Insufficient data	The run finished without enough matched evidence to decide.	Re-run the experiment.

These aren't failures — Squoosh reports an honest result rather than guessing. Keep the original is also a real, first-class outcome: it means the variant did worse, and you should keep version A live. See How Squoosh decides a winner.

You can't connect Google Analytics¶

When connecting Google Analytics from Integrations:

No GA4 accounts found — your Google account doesn't have access to any GA4 accounts or properties. Ask a GA4 admin to grant you access (Viewer or higher), then sign in with that Google account.
This account has no GA4 properties. — pick a different account that has a property.
Connection error — Google rejected the saved credentials. Re-select the property to reconnect with your account.

A connection is saved only after you select a property — choosing an account alone does nothing. See Connect Google Analytics.

Shopify shows "Install pending"¶

Connecting Shopify is two steps: install the app, then link it to your property. Install pending means the app isn't finished connecting.

The Shopify row shows Complete setup (or Install app). Click it and finish the install — enter your store domain, then approve the requested permissions in Shopify. Once linked, the row shows Connected to your store.

A property uses one calibration source at a time. Switching to Shopify Analytics as your calibration source disconnects Google Analytics, and connecting Google Analytics clears a Shopify Analytics source. See Connect Shopify.

Synthetic shoppers show up in your analytics¶

By default, Squoosh keeps synthetic shoppers out of your analytics and ad dashboards, so your real data stays clean. If you see them, confirm the setting is on:

Open Settings, then Analytics & Privacy.
Make sure Exclude synthetic from analytics is on. It's on by default.

For unusual tracking setups, use Scan property under Advanced analytics blocklist to build a blocklist tuned to your site. See Keep synthetic traffic out of your analytics.