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Integrations Troubleshooting
Integrations Troubleshooting
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Written by Triple Whale
Updated over a week ago

When you connect an integration to Triple Whale, there are a few steps involved (and therefore a few places things can get broken along the way unfortunately).

Upon connecting, you will be prompted to select the account with which you'd like to connect to the platform. For example, if you are connecting to Facebook, you will need to select the Facebook account associated with the ad accounts that you plan to connect to Triple Whale.

Then, select the specific accounts that you'd like to connect to Triple Whale, and for which you'd like data to appear.

Use the toggles to decide which from ad accounts Triple Whale should pull data. If an account is toggled on, Triple Whale will attempt to pull data in, and keep historical data.

If an ad account is toggled off, Triple Whale will not continue to bring new data for the account, but it will retain historical data. To remove an ad account completely (including historical data), tap the three dots and select "Delete Account".

Troubleshooting FAQs

I need to reconnect my account from the beginning- why did this happen?

There are a few reasons why the connection might have broken- it could be that you changed your password in the platform and therefore our token expired, and we need a new one to continue. It's also possible that the token we received from the platform expired, and it wants you to reconnect to allow us to continue pulling data. Either way, it should be a quick process and you won't lose any data.

Why is one specific ad account broken?

If your overall connection is good and only specific ad accounts are disconnected it is likely that the email address you used to connect to the platform lost permissions to that ad account.

How do I fix this?

You'll need to make sure that the email address with which you connected the account has access to the ad account. This needs to be done in the platform (Facebook, Google, etc.) itself. Once you have permission, data should start flowing again. If this is not possible, you'll need to disconnect in Triple Whale altogether, and reconnect with an email address that does have the necessary permissions.

An ad account is listed as broken, but really I don't want Triple Whale to pull data in from that account anymore. How do I do this?

All you need to do is click the small button that says "Disconnect" next to the specific ad account. This will signal to Triple Whale to stop pulling data in for this account, and it will simply appear as "grey" in the integrations page.

Why is Triple Whale listing ad accounts that I never connected?

Triple Whale will list all accounts that are connected, were connected and now are not, or are available to be connected because the email address (token) has access to them. This does not mean you need to bring data in for all of these accounts. If an account is appearing as grey, it means that we could get data for them, but are not currently. In order to start pulling in data, all you need to do is click "Connect" next to the ad account status symbol.

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