Troubleshooting

A channel shows Needs attention

The brand shows Needs attention, and the Marketing Feed page says a channel needs reconnecting. This means the last data pull for that channel failed.

Go to Marketing Feed > your brand > Setup tab > Channels.
Find the channel showing Needs attention. The error message is shown under the status.
Fix the cause in the platform if you can, for example by restoring your access.
Connect the channel again: select its tile under Add a channel, sign in, and pick the same account.
If the account isn’t offered in the picker because it’s already connected, ask an owner or admin to Disconnect the channel first, then connect it again.

A channel says Reconnect with the Connect button below

This channel needs to be connected again with your own login.

Go to Setup tab > Channels.
Select the channel’s tile under Add a channel.
Sign in and pick the same account. It replaces the old connection in place.

If the platform sign-in didn’t complete, you’re brought back to the Setup tab with an error message at the top of Channels. Select Dismiss, then try connecting again. Make sure you approve every permission on the platform’s screen.

The picker says there’s nothing to connect

You’ve signed in with an account that can’t see the property, page or ad account, or it’s already connected to this brand. Sign in with the account that owns or manages it. Each platform guide lists the exact message and fix:

History is still loading

When you connect a channel, we pull its last 12 months. While that runs, the brand shows Loading history and a banner shows how many channels are in, for example “Loading history: 1 of 2 channels in.”

There’s nothing to do. Your first report generates on its own once the history has loaded. If you connected a new channel to a brand that already has reports, the next report includes it.

Saving a new campaign choice for Google Ads reloads 13 months of Google Ads, which takes a few minutes.

My first report hasn’t appeared

Check each of these:

Is a channel connected? The Reports tab says “No channels are connected yet” if not. See Connecting channels.
Is history still loading? The first report waits for it. See History is still loading.
Is your subscription active? If the brand page says “No Digital Marketing subscription yet”, scheduled reports, alerts and the digest are off. See Getting started.
Is it still generating? On the Reports tab, Queued or Generating means it’s on its way. Reports take a few minutes.

The monthly report didn’t arrive on the 2nd

Check your subscription is active on the Organisation page. If a payment failed, update your card. See If a payment fails.
Check the brand isn’t showing Needs attention.
You can generate the month yourself from the Reports tab. See Re-run a month.

A report shows Failed

Generate the same month again from the Reports tab. If it fails again, check for channels showing Needs attention, then contact us through Support.

Data is missing from a report

A channel isn’t in the report. Check it’s connected to this brand and its status is Active, not Loading history or Needs attention.
I connected a channel, added keywords or entered figures after the report landed. Re-run the month to include them.
Google Ads spend looks low. Check which campaigns are ticked. See Choose campaigns.
No keyword rankings or share of voice. These need Professional or Strategic, keywords added, and at least one check. See Keywords.
A competitor / peer has no numbers. Their numbers start the day after you add them. Adding their Instagram handle and website gives us more to track.
No benchmarks. These need Professional or Strategic and enough businesses in your category. See Benchmarks.
Facebook or Instagram videos aren’t listed separately. Turn on Top videos.

Numbers don’t match the platform

Small differences are normal. They usually come from date ranges, time zones, when follower counts are taken, or the platform updating recent figures. See Why numbers can differ from the platform.

I can’t see a button

Some actions depend on your role in the organisation:

Action	Who can do it
Subscribe, manage the subscription, see invoices	Owner, admin, billing
Add or remove a brand	Owner, admin
Connect channels, add competitors / peers and keywords, re-run reports, update actions	Owner, admin, member
Disconnect channels, set report context, report options and Slack	Owner, admin

Viewers can see the feed and reports but can’t change anything.