Support

Help center.

The questions every new client asks, a glossary and contact. If something is not working, start with the status page.

Asked most often

How do I start?Getting started
How much does it cost?Costs
Which accounts can I connect?Accounts and connections
Is it me or you?When something is wrong

No answer here?

Write to us Service status →

Questions

Common questions.

Getting started

How do I start?

Type your email on the start page and copy the code from the email. There is no password. A wizard walks you through connecting the first account and the first check-up.

Do I need a payment card?

No. You start with a trial plan; you pay for work only after a top-up, and you see the price of every paid action before you approve it.

I run a business, not an agency. Is it for me?

Yes. When you sign up you choose business or agency; a business runs its own marketing, an agency serves many clients and gets a portal for them.

Accounts and connections

Which accounts can I connect?

Google Ads, Search Console, Analytics, shops, email marketing tools, mailboxes and websites. Meta and Google Business Profile join once their providers approve TORIN. The full list is under Integrations in the app.

Will Torin change anything on my account by itself?

Not outside limits someone accepted. Every change on an ad account waits for your yes to that one change, with a record of how it was before and, before you approve, whether and how it can be undone. The only exception is daily budgets within a standing consent the client accepts in the portal: at most 50% per change, for at most 30 days, with a notification and an Undo button after every change.

A connection expired. What now?

Integrations show an expired connection in red. Click Reconnect and sign in with the provider; Torin backfills the gap on its own.

Costs

How much does it cost?

You pay for Torin's work, upfront. Pricing is on the website, and you see the cost of every paid action before you approve it. Nothing paid runs without your approval.

What happens when the balance runs out?

Paid actions wait for a top-up and everything else keeps working: chat about what is already known, reports and history.

Data and privacy

Can I download all my data?

Yes. The account owner downloads it in Settings, Agency data: one ZIP file with tables in JSON and your files. Passwords and access keys are not included, because they are secrets.

How do I delete my account?

In Settings, in the danger zone. Deletion runs after 30 days and can be cancelled until then; invoices and the audit log stay, because the law requires it.

Do you train AI on my data?

No. Your clients' data is used only to work for you.

Phone and notifications

Is there a phone app?

Yes, straight from the browser. On Android tap Install in Settings; on iPhone, in Safari choose Share, then Add to Home Screen.

How do I turn on phone notifications?

After adding TORIN to your home screen, open Settings and tap Turn on for this device. The lock screen shows only a title; details appear after you sign in.

Does it work offline?

No, on purpose. TORIN keeps no client data on the phone, so without a connection it only shows an offline page.

When something is wrong

Is it me or you?

Check the status page. Every night we test the whole client path: sign-in, chat, an approved change with undo, a report and the client portal.

How do I report a bug?

In the app under Issues: describe what happened and the report gets a number. You can also write to the help address below.

Glossary

Glossary.

The same terms the ? button explains in the app.

AccuracyHow often the actual number falls within the range Torin recorded earlier. Good is about 8 times in 10; more often means ranges are too wide, less often means Torin is wrong.
Ad profitWhat ads leave after margin and spend in 30 days. When sales are recorded (shop, CRM or leads with an amount), we count from sales; without them we estimate from leads and the business card.
After the changeNumbers from the days after a change compared with the same number of days before it. They show what happened, not that the change caused it.
ApprovalYour "yes" for one specific change. It expires after a day and is checked again at the moment of execution.
AutonomyHow often Torin asks for approval in a given process: every action with approval, exceptions with approval, or on its own within barriers. Account changes always with approval.
Backup codeA one-time code in case you lose your phone. You get ten when you turn on verification; each works once, instead of the app code or a passkey.
BenchmarkWhat we compare the business with: an industry average from a public source or the nearest competitors from our own readings.
BottleneckThe step on the customer journey where the most people drop off, e.g. they visit the website but do not get in touch. Work there pays off most.
Brand profileFields about the client or agency: voice, banned words, offer, audience, regions, competitors, results and decisions, each with a source and date.
Breakdown of the changeA split of the change in customers into steps of the customer journey. The parts add up to the whole change; a step without numbers in both periods is merged with its neighbour instead of getting a guessed share.
CanvasA second column next to the conversation, for things that take longer than one reply: tables, charts, drafts.
Cause outside the accountSomething happening outside the ad account and the website: a holiday, the weather, a Google update or a competitor's move. A coincidence in time, not proof, until a rating confirms it.
ChangeA specific change in a client account, e.g. turning off the Display Network in one campaign. Its previous state is recorded, so it can be undone.
Channel profitabilityWhat is left from one channel's customers after its cost: revenue times margin minus cost.
Channel testA short check of a new channel with a budget set in advance, a window in days and a stop condition. Full entry into the channel only after the test is settled.
City testA test with a control group of cities: some cities go without ads for a few weeks and the rest show what would have happened without the change. It answers how many enquiries ads really bring, not how many they credit to themselves.
Client goalA monthly number the client wants to reach, e.g. a contact from ads for at most €20. Every day Torin calculates the pace from full days and says whether the goal is at risk.
Client portalA page where your client sees the state of their account, decisions and what you have done, under your brand.
ConfidenceHow strongly the figures back a hypothesis or a verdict: high, medium or low, always with the reason (how many events, how many days, how many days with readings).
Cost of the next leadWhat one more lead would cost in the channel at the current spend. It goes up the more you spend, and Torin splits the budget based on it.
CreditThe unit we use to count Torin's work; the cost in your account's currency is shown under every answer, and the balance in Billing.
Cross-checkThe same number calculated with the other method over the same 30 days. It shows how much differs and why, but does not replace the number at the top.
Customer valueHow much one customer pays on average over 12 months, including repeat purchases, not just the first one.
Devil's advocateA second voice on a significant change: it takes the strongest reservation from the data and gives its own forecast. Both forecasts are saved at consent, and the result after 14 and 30 days decides who was closer.
Discount thresholdA discount equal to the margin: at it a sale stops making money, and any larger discount loses money.
Estimate confidenceHigh with at least 14 days and 30 conversions on both sides of the change, medium with 7 days and 10 conversions, low with a smaller sample.
ExperimentA test where part of the campaign traffic goes to a version with the change and the rest stays unchanged, at the same time. The difference is caused by the change, not the season.
Expert knowledgeGuidelines Torin bases its advice on: each with a source (Google, EU and Polish law, research), the date it was checked and the date by which it must be checked again.
FindingOne thing Torin found on a client account, with evidence, weight and a suggestion of what to do.
Follow-upReminding a customer who stopped replying after a quote or a conversation; each attempt by a different channel, at most three.
Industry dossierA file of knowledge about the client's industry: market, season, channels, trends and regulations, each with a source and date, refreshed every month.
Inquiry funnelThe path from an ad click to a sale: inquiries, responses, offers and sales from the same register.
IntegrationA connection with a tool (e.g. Google Ads) through signing in with the provider. The scope of access is shown on the card.
Level of evidenceWhere a number on the map comes from: this business's data, the typical agency client (when the business has little data) or “sample too small”.
MarginThe part of the price the company keeps after the cost of goods or services: a percentage or an amount per order. Without it, Torin can't calculate ad profit.
MemorySubmissions
Negative keywordA word for which the ad should not show. A badly chosen one can block your own keyword.
Normal rangeThe range a number usually falls in on such a day, calculated from previous weeks. 8 days out of 10 fall within it.
PasskeySign in with the fingerprint, face or PIN of your phone or computer, without typing a code. It only works on the real TORIN site, so a fake sign-in page gets nothing from it.
PlacementA site, app or channel where Google showed the ad outside search.
Product dataA product description written into the page code (name, image, price, currency, availability, EAN code, brand) that Google and AI assistants read. Shoppers do not see it; without it an assistant has to guess.
Product fileA list of all the shop's products with price, availability, image and code. The shop plugin usually makes it for Google; assistants take data from it instead of reading product pages one by one.
ProjectA small app built from a conversation, e.g. a form or a calculator, with its own records.
Proven profitHow much money Torin's moves made, counted cautiously: only moves whose checked effect is clearly on the good side, and only the lower bound of that effect. Zero after checks is a result, not missing data.
Quality ScoreGoogle's rating from 1 to 10 of how well the keyword, ad and page match what a person searches for. Higher usually means a cheaper click.
Ready-made itemA ready-made automation to turn on with one click, if you have connected what it needs.
Response clockHow many working minutes of the company passed from the inquiry to the first response. Night and weekend do not count if the company does not work then.
Review paceHow many Maps reviews the business gains per month. Torin counts it from two readings at least a week apart; on the first reading there is no pace, and instead of zero it says "not checked".
Sales capacityHow many enquiries the team can handle without delays. When more come in, or one in three goes without a timely reply, more ads only increase the loss.
Shopping profileA shop file at a fixed address from which the assistant learns how to build a cart and pay (UCP standard). The shop platform or a developer publishes it.
SkillA procedure written in plain words, step by step. A person and Torin both read it, and both understand the same thing.
Stop conditionA threshold recorded before the move: if after 14 days the number is worse than the worse of the predicted outcomes, Torin will say it is not working and suggest stopping. It never stops anything by itself.
Strategic hypothesisA statement about offer, price or message that we test with a number by a deadline instead of taking it on faith. The verdict is a change in that time, not proof of cause.
Test powerThe chance that a test detects a change if it is really there. Torin computes it before the start from campaign traffic or city history and says plainly when a test at this budget will not give an answer.
The daily account checkOnce a day Torin reads the connected ad accounts and records what needs attention, always with evidence and the read date. He changes nothing on his own.
Two-step verificationA second key to your account. After the email code, sign-in asks for a passkey or six digits from the app on your phone, so a hijacked mailbox alone does not open the account.
Undo windowThe moment between clicking “Send” and the email going out. During it, “Undo” stops the email and puts it back in Drafts.
Urgent mattersEmails in which a client wants to leave, something stopped working or a complaint came in. Torin spots them in the mail for free and rings once.
Usual effect of a moveThe range in which a number usually changes after a given move, e.g. spend from −20% to +5%. It is not a promise: after the move Torin checks what really happened and learns from it.
Value of checkingThe most you lose each month on a wrong “go or not” decision while you do not know what the channel really brings. A test that costs more does not pay off.

Contact

No answer here?

Write to support@hiretorin.com. We reply on business days.

Service status