Manage your data
Troubleshooting
Every problem the console can flag on a connection, and the one thing that fixes it.
When a connection has a problem, its account card, the dashboard's attention banner and the Sync status page all show the same short message and the same fix button. Here is every message and what to do.
Any source
| Message | What to do |
|---|---|
| Reconnect needed | This connection's saved access can't be read. Reconnect to restore syncing. |
| Access expired | The provider expired or revoked the access. Reconnect to resume syncing. |
| Missing permission | The provider refused something a sync needs. Reconnect and grant that access. |
| Last sync failed | The last sync didn't finish. The provider's own message is shown; click Try again. |
| No data yet | The selected apps had no activity in the sync window. Check which apps are selected on the Apps tab. |
By provider
| Message | What to do |
|---|---|
| Your API key needs the Sales role (Apple IAP) | In App Store Connect, give the key the Sales or Finance role, then reconnect. |
| Google Play won't share financial reports | Reconnect and grant access to financial reports. |
| Play reports bucket not found | Check the Cloud Storage URI on the Config tab. |
| Revenue needs your Play reports bucket | Add the Cloud Storage URI on the Config tab to start importing revenue. |
| N apps not found in your Play reports | Add the Cloud Storage URI of the developer account that owns them. |
| Meta needs access to an ad account | Grant access to that ad account in Meta's Business Settings, then reconnect. |
| TikTok needs advertiser access | Reconnect and grant access to at least one advertiser account. |
| Some campaigns can't be tied to apps (TikTok) | Reconnect and tick App Management. |
| Google Ads returned no spend | The signed-in login may not see the account with spend. Reconnect with the login that manages it. |
Connections our team manages
If our team set up a connection for you, it cannot be reconnected from the console. Its fix reads “Our team manages this connection. Contact support to fix it.”, and Try again is the only action.
Contact usOther common problems
- Nothing happens when you click Connect: your browser blocked the sign-in popup. Allow popups for the console domain and try again.
- Numbers look low right after connecting: the history import is still running in the background. Check the Sync status page.
- A connection shows Behind: it missed two refreshes in a row. Run Sync now, and if it fails, the message tells you what to fix.
- Revenue looks higher than your payout: the account's revenue basis is set to Customer paid or After tax. Set Payout on its Config tab.