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. The badge returns to Connected and your data starts updating again.
Permissions required: The workspace owner re-authenticates connections; admins can link and unlink accounts. With a member (read-only) role, you'll see an Access Restricted message, so ask your workspace owner to reconnect.
Why this happens
- The connection expired or was revoked. A password change on the platform, or someone removing Pace from the platform's connected-apps panel, invalidates the connection.
- 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, an owner or admin should reconnect it under their own sign-in.
- A permission changed on the platform side. Access to that ad account was removed or changed on Google Ads, Meta Ads, LinkedIn Ads, or Microsoft Ads.
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. An owner or admin does 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 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.