Triple Whale

Deceptive Partner Promotions & Poor Accountability

We rely on Triple Whale for our analytics, but their recent handling of partner promotions has completely damaged our trust. For weeks, their dashboard pushed a banner advertising a '$5,000 upfront ad credit' for AppLovin. We took the time to secure executive approval for a risk-free media test based entirely on this offer.

However, upon starting the setup, we discovered it was a classic bait-and-switch: the actual upfront credit is only a few hundred dollars, and the $5,000 is actually a spend-match requirement (you have to spend $5k of your own cash first). When we raised this with Triple Whale support, they completely deflected and blamed AppLovin, taking zero accountability for the false advertising they pushed directly to their paying clients. If you are going to heavily market partner perks, be transparent about the terms. This was a massive waste of our time.

Really bad app. Almost impossible to reach customer service. For the AI help section you need to buy credits. The same bad UI interface has been active for years. Seems like they are not innovating at all.

Also Triple Whale just casually leaves includes VAT in your revenue (revenue should never be including VAT). I wonder how many people don't even realize this.

Strong Sales Onboarding, Disappointing Ongoing Support

The initial onboarding experience was good and very polished. Everything sounded great, the platform seemed powerful, and expectations were set well at the beginning.

However, once I was fully in the contract and working day-to-day with my assigned success manager, the experience declined. My success manager often seems uncertain about how to use or explain the system, especially when it comes to more advanced or newer features. Many questions are met with “I’ll need to ask someone else,” and follow-ups rarely result in clear or actionable answers.

To be clear, I did understand I was entering a contract, so this isn’t about being misled on terms. My frustration is purely with the level of ongoing support after onboarding. For a platform at this price point, I expected more consistent, knowledgeable guidance beyond the sales and onboarding phase.

Triple Whale’s customer service has been one of the worst experiences I’ve had. Critical issues and bugs—often caused on their end—take days to resolve, even after multiple follow-ups. It’s incredibly frustrating, especially when these delays impact business performance. I would not recommend this platform based on support quality alone.

Integration problem. I can't install the store application. The system says I'm already using the app, but I can't log in.

The chat on the website and email support does not answer. No help.

Attention to subscription customers: even if you choose a monthly payment, you sign a monthly contract, the description of this is not visible on the page. The 60 days money back guarantee doesn't work either, it's a shame that they've become like that, the support doesn't respond at all.

My Google ads account got banned because of installing this pixel. Don't use this tool. It doesn't work well

One of my friends had previously logged in to triple whale whilst using my laptop. A few days later I decided to also start using it. When I clicked the app link to install and open, I filled out all the normal information as you'd expect. The problem is, it connected my store to my friends and shockingly there is no way of removing the account and disconnecting it from my friends using any of the settings. I asked support, but got a few very patronising responses saying they can't be disconnected from each other but then again they also said that if that's what I wanted then I can never use the app again, very odd, offered zero actual help, very disappointed overall.

Totally awesome that the customer service is non existent.

Integration problem. I can't install the store application. The system says I'm already using the app, but I can't log in.
The chat on the website and email support does not answer. No help.