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  2. Supermetrics for Google Sheets
  3. Problems & Solutions
  • Heidi Virta
    said over 2 years ago

    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

  • D
    David Wolfe
    said over 1 year ago

    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. 

  • Heidi Virta
    said over 1 year ago

    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

  • J
    Justin Case
    said 12 months ago

    Hi David,


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

  • H
    Hugh Gage
    said 7 months ago

    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.

  • W
    Webtmize MCC
    said 7 months ago

    Hi I keep getting this same error daily with Facebook ads user. Every day i need to re-authenticate... please provide a solution and I'm expecting a compensation since we've been having many issues lately.... 

  • H
    Hugh Gage
    said 7 months ago

    For me too I have noticed reliability with the GA for sheets connector has worsened in the last few weeks but in fairness only on one account and that account has a lot of traffic going through it. Other accounts not so bad. GA plugin for sheets is a good fallback and seems to be experiencing fewer issues at present although it too is slow.

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