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What do I do when my Meta or Google Ads connection stops working?

When Meta or Google stops accepting a saved connection, TrueROAS asks the store owner to reconnect and lets team members use their own connection.

Why a connection stops working

TrueROAS reads your ad numbers, such as ad spend, from Meta and Google Ads through a saved login. Meta or Google can stop accepting that login, for example after a password change or a security check by Facebook, when app permissions are removed, or when the login expires. Until the login works again, numbers from that ad platform cannot load.

What you see depends on whose login you use. The store owner and Admins use their own logins and get a window to reconnect. Team Members and Store Access users use the store owner's logins and get a card at the bottom of the screen instead.

Reconnect as the store owner or an Admin

When your Meta or Google Ads login stops working, a window opens on the page you are on, titled Meta connection issue or Google Ads connection issue. It says Your Meta connection has stopped working. Your ad data cannot be loaded until this is fixed., or the same for Google Ads.

  1. Click Reconnect. For Meta, the button can also show the email of your Facebook login.
  2. Sign in to Facebook or Google with the login that has access to your ad account, and allow the access TrueROAS asks for. If the sign-in window does not open, use the button under Reconnect your account to try again.
  3. In Select ad account, which says Meta connected. Now select which ad account to use for this store. or the same for Google Ads, pick your ad account. For Meta, click the Meta ad account field, tick your ad accounts in Choose Meta ad accounts and click Save. Reconnect can clear the ad account you had picked, so check it here.
  4. Click Done.

To get help instead, click Get help from Rasmus to book a call. See How do I book a call with Rasmus?. If you click Close without reconnecting, the window opens again the next time TrueROAS cannot load data from that ad platform.

The window when you open TrueROAS

Each time you open TrueROAS, it checks the Meta login you use, if that login is your own. If Meta says the login is no longer valid, TrueROAS removes it and opens Your tokens has expired with Please update your tokens to continue using integrations. and Meta token is invalid.

  1. If the window shows Connect Meta Ads, click it and sign in to Facebook.
  2. Check that the Meta ad account field shows your ad account, then close the window.

Until you connect again, Meta numbers cannot load, the Meta Ads button in the Ads Manager is greyed out and the window opens each time you open TrueROAS. If you are a team member using your own login, the window does not come back, and TrueROAS uses the store owner's login for you until you connect yours again. The same check covers Microsoft Ads, with Microsoft Ads token is invalid.

If you use the store owner's connection

Team Members and Store Access users see the store through the store owner's Meta and Google Ads logins. When the store owner's login stops working, a card opens at the bottom of the screen:

  • If you have a working login of your own for that ad platform, TrueROAS switches to it for you, and the card says Using your own Meta connection.
  • If you do not, the card says Store owner's Meta connection is unavailable and You can keep working by using your own Meta connection instead. Click Use My Meta Account and sign in with your own login. For Google Ads, the button is Use My Google Ads Account.
  • If your own login does not work either, the card changes to Your Meta connection is invalid and asks you to have the store owner reconnect their account.

You can also fix the store for everyone. This needs the Integrations permission, and Meta or Google must confirm that the store owner's login is broken. Then the Using your own Meta connection card offers Fix it for the whole store. Right after you sign in with Use My Meta Account, the card instead asks Also use your Meta connection for the whole store? with Yes, use it for the store and Just for me, which uses your login only for you and sets that ad platform to Mine. Using your login for the store fixes reports and tracking for everyone on the store, and the store owner is told.

If you chose your own login and it stops working, TrueROAS goes back to the store owner's login for you, and a card offers Reconnect my account.

Choose whose connection you use

As a team member, you choose between the store owner's logins and your own in the panel that opens from your profile picture in the top right corner.

  • The Owner's and Mine switch sets every ad platform at once: Applies to all platforms. Each platform below can also be set on its own.
  • Under Your ad accounts, the Meta connection and Google Ads connection rows each have their own switch, with the store owner's name and Mine, and a status such as Working, Using yours or Not working.

For Meta and Google Ads, if you pick Mine before connecting your own login, TrueROAS keeps using the store owner's until you connect.

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