Why does an ad platform show Connected but no spend or campaigns?
A card says Connected as soon as a login is saved, but numbers only load once an ad account is picked for your store and the login still works.
What Connected means
An ad platform card on the Integrations page reads Connected as soon as a login for that platform is saved. That alone does not load any numbers. TrueROAS only loads a platform's spend and campaigns for a store when both of these are true:
- an ad account of that platform is picked for the store you have open, and
- the saved login still works.
Go through the causes below in order. If the platform works but one campaign is missing, see Why is a campaign missing from the Ads Manager? instead.
AppLovin works differently. It connects with a key for the whole store and has no ad account to pick. See How do I connect AppLovin?.
1. No ad account is picked for this store
How to tell:
- Meta, Google Ads and TikTok: the Meta, Google or Tiktok dashboard shows a connect box until an ad account is picked. When the Google Ads connection is your own, the Google Ads card's window also says Make sure you pick a Google Ad Account (see Settings in the top right corner).
- Pinterest, Snapchat and Microsoft Ads: the card's window shows Choose ad account here.
Why it happens:
- Each store needs its own pick. After you switch to another store, pick the ad accounts for that store too. See How do I switch between my stores?.
- Connecting or re-linking Google Ads or TikTok clears the ad account picked for the store you have open, so pick it again afterwards. For Google Ads, see How do I connect, re-link or unlink Google Ads on the Integrations page?.
- No ad account chosen is picked in the Google Ads or TikTok list, or every account is unticked in Choose Meta ad accounts. Both keep the connection but stop loading numbers for the store.
How to pick the ad account:
- Meta, Google Ads and TikTok: see How do I connect or change the ad account behind the Meta, Google and Tiktok tabs?.
- Pinterest: see How do I connect Pinterest Ads?.
- Snapchat: see How do I connect Snapchat Ads?.
- Microsoft Ads: see How do I connect Microsoft Ads?.
2. The login no longer works
The cards do not test the saved login, so a card can keep reading Connected after the login stopped working. What you see depends on the ad platform:
| Ad platform | What you see | What to do |
|---|---|---|
| Meta and Google Ads | A window or a card at the bottom of the screen that asks you to reconnect, such as Meta connection issue | See What do I do when my Meta or Google Ads connection stops working?. |
| Your access to Pinterest has expired. Please reconnect in red in the card's window | Click it and sign in again, as described in How do I connect Pinterest Ads?. | |
| Microsoft Ads | A window with Microsoft Ads token is invalid when you open TrueROAS. The card then reads Connect again. | Connect again, as described in How do I connect Microsoft Ads?. |
| TikTok and Snapchat | No warning | Click Disconnect in the platform's account list, then connect again and pick the ad account. The TikTok list is in the panel that opens from your profile picture in the top right corner. The Snapchat list is in the card's window. |
If your store sends its sales to Google Ads and you got an email about it, see Why did I get an email asking me to reconnect Google Ads?.
3. You are using the store owner's connection
If you are a Team Member or Store Access user, you use the store owner's connections for the ad platforms the store owner has connected. A card can then read Connected because of the store owner's login, and your numbers use the ad accounts the store owner picked for the store, unless you picked another one yourself.
When the store owner's login stops working, the store owner has to connect it again. For Meta and Google Ads you have more options, explained in What do I do when my Meta or Google Ads connection stops working?. To use your own logins for every ad platform, switch to Mine in the panel that opens from your profile picture, then connect your own logins and pick the ad accounts.
4. The numbers show in fewer places
Sometimes the numbers did load, just not where you are looking:
- Microsoft Ads campaigns are not listed in the Ads Manager. Its spend shows on the Dashboard. See Which ad spend and costs does each Dashboard card add up? and Why don't my Dashboard Meta or Google sales match the Ads Manager?.
- Pinterest shares at most 90 days at a time. See How do Google, TikTok, Pinterest and Snapchat campaigns differ in the Ads Manager?.
- AppLovin only shares the last 90 days of spend. See How do I connect AppLovin?.
- Some Dashboard cards only add up Meta, Google Ads and TikTok, so they leave out Pinterest, Snapchat, Microsoft Ads and AppLovin spend. See What do the Meta, Google and TikTok cards mean?.
- Snapchat and Microsoft Ads do not count for the Connect ad accounts step of the setup card, so that step stays open when only these are connected. See What does the setup card at the top of the Dashboard mean?.
5. The numbers are still loading
Ad spend is only as up to date as the ad platform's own reporting. How quickly new numbers appear, and how to load them again, is explained in Why are my newest orders or ad spend not showing yet?.
Good to know
- Connections are saved to your login, and ad account picks to your login for each store. Two people on the same store can see different spend when each uses their own login and picks a different ad account.
- TrueROAS tracks the visits and orders on your store with its own tracking, whether or not an ad platform is connected. A connection adds that platform's spend, its campaigns and the numbers the platform reports itself. So sales from a platform can show while its spend is missing.
- There is no button on the cards to test a connection. To start over, disconnect the platform and connect it again.