Connection errors can occur for a variety of reasons, such as:
- Password changes
- Access level adjustments
- Access token revoked
- Access token not able to be refreshed
When connecting to external services it's important to note that access is normally only granted for 1 hour, at which point a follow up request is needed to allow the successful requesting of your data. We handle this for you behind the scenes, however sometimes this process can fail which causes the connection to fall into error.
Google Account Terminology
It's important to understand the terminology used as a Google Account can be linked to one or more Google services, whereas Facebook does not have the same complexity.
Google Account - This is the Email address and password that you login to Google Services with. This can be an email address with a custom domain or gmail address.
Google Service - This refers to the Google owned applications, such as Google Ads, Google Analytics, Google Search Console or Google My Business.
How to fix a connection that has an error
There are several types of errors that can occur with your connections.
Account Errors - Authentication tokens are used to securely access your data which constantly expire and therefore need to be refreshed periodically. The authentication can be revoked or have an error refreshing, which breaks the connection. If this occurs you will be sent an email (to the address of the connection) informing you that you will need to connect again. Please follow the Google Account error steps below to re-establish the connection.
Service Errors - Permissions and settings on your Accounts can change over time and can cause errors in connecting to the Service. For example if you setup a Client that uses a particular Google Analytics Property (View) and it gets deleted in favour of another one. Any connected jobs will break and require you to archive/delete them before being allowed to edit the connection again.
Fixing a Service Error
To fix a Service error you will need to Delete or Archive any Active Jobs (KPIs, Budget, Automations, Anomalies) and then update the settings.
Fixing an Account Error
To fix an Account connection which has an error, click on the 3 dot menu (also called overflow menu) and then click Reconnect. You will need to complete the Auth process again and sometimes a refresh of the page is required for the status to update. After successful reconnection all linked jobs (KPIs, Budgets, Anomalies and Automations) will one queued to be updated and can take a few minutes depending on the size of your account.