Oh honey that has happened to me numerous times and I think I know the answer. Did this happen when you flipped it?? If it did its because the ganache pool wasn’t deep enough AND (and this was critical for me) the ganache on the cake wasn’t hard enough. I have read a few tutes that say 20 mins to let it harden in the fridge pre-flip and I now leave it about an hour or longer if I have time (I usually take the opportunity to clean the filth pot that is my kitchen!). Ever since I’ve done those two things I have been successful. And also when you “level” it in the ganache is should move easily and you shouldn’t be nudging on the pre-set ganache.