Most often, a platform connection has stopped working and needs re-authenticating. You fix it from Linked Accounts in about a minute.
Open Linked Accounts in Pace and select the platform. If its badge reads Needs attention (yellow), select Re-authenticate now and finish the platform's sign-in. On Google Ads and LinkedIn Ads, open Manage profiles instead and select Reconnect next to the person marked Needs attention. The badge returns to Connected and your data starts updating again.
Permissions required: Any workspace member can re-authenticate a connection and link accounts. Unlinking an account is for owners and admins.
Why this happens
- The connection expired or was revoked. The platform stopped accepting Pace's access, for example because someone removed Pace from its connected-apps panel.
- The account was never linked, or got unlinked. It's sitting on the Unlinked tab, so Pace isn't tracking it.
- The person who connected it lost access. A connection uses the login and permissions of whoever set it up. If they left or lost their platform login, anyone in the workspace can reconnect it under their own sign-in. On Google Ads and LinkedIn Ads, add the new person with Add another profile under Manage profiles, then ask an owner or admin to remove the person who left. If Add another profile is unavailable on Google Ads, select Reconnect on the existing row and sign in as someone who can reach the same ad accounts.
- A permission changed on the platform side. Access to that ad account was removed or changed on Google Ads, Meta Ads, LinkedIn Ads, Microsoft Ads, TikTok Ads, Reddit Ads, Amazon Ads, or X Ads. On X Ads, an account whose access has dropped below Ad manager still shows its performance data but stops accepting budget changes, and Pace labels it Reporting only.
Work through it, easiest first
- Check the badge. On Linked Accounts, read the badge for the platform. If it's Needs attention, re-authenticate as above; you'll know it worked when the badge turns Connected. For the full mechanics, see managing permissions and re-authentication.
- Confirm the account is linked. Open the Unlinked tab. If the account is there, tick it and select Link. It moves to the Linked tab and Pace starts syncing it. On Microsoft Ads, an Inactive or Suspended badge on the row means the account isn't active on Microsoft's side, so fix that on the platform first.
- Check who connected it. If the badge reads Connected but data still looks stale, look at who set up the connection, shown on the connection card. If that person left, or you recently changed permissions on the platform, reconnect to be safe. On Google Ads and LinkedIn Ads, add someone who still has access instead. Any workspace member can do this from Linked Accounts.
- Rule out normal timing. Pace refreshes data on a schedule set by your plan, so a short lag on a lower plan is expected, not a broken connection.
If Pace tells you an account stopped sending data
Pace checks every linked account every couple of hours. When one stops returning data while its login still works, owners, admins and whoever gets that account's alerts receive a message naming the account and the reason. Here's what each reason means and what to do.
You don't have to wait for that message to notice. A red strip appears across the top of every page in Pace naming the affected platform, and the same strip shows on the account's own page. Both go away on their own once the account is fixed, and there's nothing to dismiss.
| What the message says | What to do |
|---|---|
| Pace's access to this account was removed on the platform. | Someone removed Pace, or the person who connected it, from the account, often in a manager account or Business Manager. Ask the client to add the access back. If the removal was deliberate, unlink the account. |
| The login Pace uses no longer has permission to read this account. | The person who connected the platform lost their role on this account. Ask the account's admin to restore it, or reconnect as someone who still has access. |
| The platform can't find this account any more. | The account has usually been closed or deleted. Check it on the platform, and unlink it if it's gone. |
| The login Pace uses no longer reaches this account. | Google Ads only. The account left the manager account Pace reaches it through, though another connected person can still see it. Ask the client to add it back under that manager account, or unlink it and link it again. |
| Pace can't reach this account. | Work through the checks above, starting with the badge. |
| The login Pace uses for this account needs reconnecting. | The platform stopped accepting the login this account uses. Re-authenticate it from Linked Accounts, as described at the top of this article. |
| No login in this workspace is set to read this account. | Google Ads and LinkedIn Ads only. You'll see this in Pace, not by email. Someone removed every person under Manage profiles who could read this account. Add someone who can reach it with Add another profile, or unlink the account if you don't need it. |
You don't need to tell Pace once it's fixed. When the account passes two checks in a row, the same people get an all-clear. An owner or admin can also mute the alert for one account from the three-dot menu on the alert, for example while a client sorts out access. Muting stops the messages about that account. The red strip stays until the account is fixed.
If you're seeing a specific error message, see common connection errors for the fix.
Still not syncing?
Email [email protected] with three things: which ad account (its name and account number), which platform, and a screenshot of that platform's card on Linked Accounts showing the badge. That's everything support needs to trace it.
Setting up an account for the first time instead? See how to connect your first account.