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Cannot Edit Queries or Change Users

D
David Wolfe
started a topic almost 3 years ago

Hello,


I have been using Supermetrics for a quite sometime, however, I have recently been getting errors daily. Now I cannot edit my queries or logout of accounts. I am under a new account setup with trial period still remaining. Some of the errors...


- invalid_grant Token has been expired or revoked.

- Account fetch error: Unknown HTTP error


I cannot edit the user info or logout, please privide me some assistance

  • J
    Jessica Brock
    said almost 3 years ago

    Hi David,


    This is an issue we know about and our developers are currently investigating.
    Here's some additional steps that may help clear the error - depending on what is causing it - please test these and let us know if any of the help:

    1. Try clearing the cache and cookies of the browser. 
    2. Switching to incognito/private browsing window might fix this issue.
    3. Sometimes, certain plugins and extensions interfere in the functionality of the Google Drive, disabling plugins and extension may help.
    4. Restart the device.
    5. You may also try using a different browser or operating system. 
    6. Try to remove the Supermetrics app from the list of apps with account access in the Google account settings (https://myaccount.google.com/security#connectedapps), and then launch the sidebar again and grant the Supermetrics app the required Google permissions.



    -Thank you

    Supermetrics team

  • J
    Jessica Brock
    said almost 3 years ago

    An update - in case the original steps don't help:

     

     

    Google currently has a bug in their account management which is causing these issues. A temporary solution before Google releases a fix, is to use Supermetrics in an Incognito-mode window on your browser, and only log in to the tools with the single Google account that has your Supermetrics license.


    (Logging into multiple accounts in your browser at the same time is what can cause this issue. Also, using a separate Incognito window will not require you to log out from your other Google accounts.)


    If you'd like to help speeding up the fix from Googles side, please click on the star in this Google Bug report. More votes means it goes up in their urgency.


    We appreciate your help.

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