Troubleshooting¶

Something not working as expected? This page covers the most common issues and how to resolve them.

Feature Flags¶

My feature flag isn't being applied to users¶

Check these in order:

1. Is there an active Experience or Experiment using the flag? A flag on its own does nothing — it needs to be referenced in an active Experience or Experiment. Go to Experiences and Experiments and confirm one exists and is toggled active.

2. Do the targeting rules match the user? If your Experience has targeting rules, the user must match all of them. Ask your developer to log what Feature Flag values are being sent for the user, and compare to your rules.

3. Is the traffic percentage low? If your Experiment's traffic percentage is set to 10%, only 10% of users will be in the experiment. The user might be in the excluded 90%.

4. Is some other Experiment or Experience using the flag? If there's an active Experiment or Experience altering the flag's value, it may not pass your new Targeting Rules. Backtrack and check the Experiments and Experiences that are using the flag.

The wrong value is being returned for a flag¶

Possible causes:

• Multiple Experiences match the user. Similarly as above, if two Experiences apply to the same user, the one with the higher weight wins. Check if there's a conflicting Experience with a higher weight.
• The flag has a default value being used. If no Experience or Experiment matches the user, the flag returns its default value (usually no value, unless configured otherwise in your application). Check your targeting rules.
• Caching in your app. Sometimes your application caches feature flag values for performance. Ask your developer whether the cache has been refreshed.

I can't change a flag's name or type¶

This is by design. Flag names and types are permanent after creation. This is because your development team uses the flag name in code — changing it would break the integration.

If you need a different name or type, create a new flag and migrate your Experiences and Experiments to use it instead.

Experiences¶

My Experience is active but users aren't seeing the change¶

1. Check the targeting rules. If rules are set, only matching users will receive the Experience. Test with a user you know should match.
2. Check for conflicting Experiences. Another Experience with a higher weight might be overriding it.
3. Check with your developer. They can query the FlagPal API for a specific user to see which features they're receiving.

I deactivated an Experience and now users see unexpected behaviour¶

When an Experience is deactivated, users fall back to the next matching Experience, or the flag's default value if none exists. This is expected behavior.

To fix: Either reactivate the Experience, or create another Experience to cover the affected users.

Experiments¶

My experiment has been running but has no data¶

Check these:

1. Is the experiment active? A toggled-off experiment collects no data.
2. Is the traffic percentage set to 0? This sends no users into the experiment.
3. Have you integrated the metric reporting? Metrics need your app to actively send events to FlagPal. If nobody implemented this, no metric data will appear.
4. Is the metric attached to the experiment? Go to the experiment and confirm a metric is linked.

My experiment shows wildly different results in the first few days¶

Early experiment results are noisy — small sample sizes amplify random variation. Don't make decisions based on the first few days.

What to do: Be patient. Wait until each variant has several hundred users (ideally thousands) and the results stabilize.

One variant has dramatically more users than another¶

This can happen if the variant weights are unequal. Check your variant weights:

• Equal weights = equal split
• If Variant A has weight 9 and Variant B has weight 1, Variant B gets ~10% of traffic

If the weights look correct but the split is still drastically uneven, ensure your Targeting Rules do not allow users from either Variant to enter the Experiment again. See Best Practices for Targeting Rules

I want to stop an experiment but keep the winning feature active¶

1. Note which variant won (which Feature Flag values you want to keep)
2. Create an Experience with the same Feature Flag values as the winning variant
3. Activate the Experience — now all users get the winner
4. Deactivate the experiment (toggle it off)

Don't delete the experiment — keep it as a record of your results.

Metrics¶

My metric shows 0¶

Check these:

1. Has the metric been attached to an active experiment? Metrics only collect data when attached to a running experiment.
2. is your application sending metric events? Metric data doesn't appear automatically — your app must call the FlagPal SDK (or API) to record each event.
3. Is the experiment receiving traffic? If no users are entering the experiment, there's nothing to record metrics against.
4. Was the metric added recently? Metrics don't collect retroactively. If you added the metric to a running experiment, only events from after that moment are counted.

I see metric data but it looks wrong¶

• Double-counted events: Check if your app is accidentally sending the metric event more than once per occurrence (e.g., on page reload).
• Incorrect Targeting Rules: Ensure your Targeting Rules do not allow users from either Variant to enter the Experiment more than once. See Best Practices for Targeting Rules

Account & Team¶

I didn't receive my invitation email¶

1. Check your spam or junk folder
2. Make sure the email was sent to the correct address (ask whoever invited you to confirm)
3. Ask them to resend the invitation from the Project Settings → Invitations page
4. If the invitation has expired, ask for a new one to be sent

A team member can't access the project¶

1. Check that their invitation was accepted — look in Project Settings → Invitations for their email
2. If it shows as pending, they may not have accepted it yet (or the link expired)
3. Remove the pending invitation and send a new one

I lost my API token¶

API token values are only shown once — at creation. If you've lost a token:

1. Go to Project Settings → API Tokens
2. Create a new token
3. Update your application's configuration with the new token
4. Revoke (delete) the old token

Still Stuck?¶

If you've gone through this troubleshooting guide and still can't resolve the issue, contact our support team at flagpal.com. Include:

• What you were trying to do
• What you expected to happen
• What actually happened
• Any error messages you saw

The more detail you provide, the faster we can help.