Supermetrics Support Forum

  • Hi Toàn,

    Thanks for your message, and sorry to hear about the issue.

    Please follow the steps:

    1. Log out of Facebook Ads in Supermetrics sidebar Data Source panel (Log out all)
    2. Close sidebar
    3. Log out of Facebook in any other browser tabs
    4. Clear browser cookies and temporary data
    5. Refresh the Supermetrics Sheet page
    6. Relaunch the Supermetrics sidebar
    7. Login to Facebook Ads data source again
    Also try in Incognito mode, if it's not working in the normal browser window.
    Let me know how it turns out!

    Best regards,

    Supermetrics team

  • This method does not work. It now shows the wrong account and therefor my other accounts cannot be populated. What has changed on your end? I have not touched my queries at all and this happened over night.  Not very happy as the queries go down quite often and you demand a high price for a non-reliable product. 

  • Hi David,

    Really sorry to hear about the issues and the bad experience.

    Could you please contact us via a private support ticket, to solve the problems you've seen. Please attach any clarifying screenshots of your views to help us understand the situation. Thanks!

    Best regards,

    Heidi / Supermetrics team

  • Hi David,

    Did you ever find a solution for this issue? Please share if so!

  • I've had this issue several times (an am currently having it again now). My solution was to leave it for 24 hrs, it them resolves itself. But that's not helpful if you have business critical reports to deliver on a set deadline. 

    I am starting to duplicate reports using Google's own GA for sheet API plugin. It seems marginally more reliable but lacks some of the convenience of SM.

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