Sometimes a single profile stops receiving new data in gas while the other profiles linked through the same account keep working. Usually the connection to the platform is not broken; a permission has been removed for one specific page, profile or ad account. gas marks such a profile with a yellow Missing permission label.
A permission is the approval the platform (Facebook, Instagram, Google, Pinterest, TikTok, Sklik) gives you for a specific page or account. It is granted separately for every page and every account, and anyone with a sufficient role on the platform side can remove it without breaking your login to the platform as a whole.
How it differs from expired access
The application distinguishes two different states and uses a different label for each. If you mix them up, you will be fixing something other than what is actually broken.
Paused means the whole access to the platform stopped working. Data stops for every profile under that connection, and gas also tells you the date by which the access has to be restored, otherwise the related data will be removed. The fix is a single new login to the platform and it is described in the article Restoring a connection after access expires.
Missing permission means the connection as a whole is alive. The access has not expired, other profiles under the same connection keep downloading and nothing is about to be deleted. Only one specific profile dropped out, one that gas lost the permission for. Most often because someone removed it on the platform side: the role of the user account that linked the profile changed, the page moved under different management, or the colleague who once linked the profile left the company and their access was revoked.
The two labels never appear on the same profile at once. When a connection is paused, gas shows only the Paused label, because paused access stops downloading for all profiles at the same time and is therefore the higher-level problem.
Where you see the state
The Missing permission label always sits next to the profile name in the list of profiles of that connection.
- In the left menu, open Settings.
- On the Connected services card, click I want to set up. The Dashboard opens with tiles for the individual platforms.
- Click the tile of the platform concerned: Meta accounts, Google accounts, Pinterest accounts, TikTok accounts or Sklik accounts.
- For Meta, Google and Pinterest, click the name of the linked account as well and switch to the tab for the service at the top (Facebook, Instagram, Meta Ads, Google Ads, YouTube, Profile, Pinterest Ads). For TikTok and Sklik, the profile list is on the first screen straight away.
- Find the profile row in the table. If there is a yellow Missing permission label next to its name, click it.
Clicking the label opens a bubble with an explanation. It contains:
- the heading Missing permission for a profile,
- the sentence "We have lost the permission to track this profile, even though the connection is otherwise fine. Click Reconnect and allow the profile again in the dialog.",
- the No data since row with the date from which the profile stopped downloading,
- for most platforms, a Reconnect button.
When the permission is missing for several profiles of the same connection, a yellow warning Some profiles of this connection have lost permission also appears above the table, with a list of the affected profiles and a Reconnect button.
At the same time, the user account that linked the profile gets an alert: under the bell in the top bar a notification named after the service appears, for example Facebook synchronisation needs attention, and its text names the affected profile. Notifications go to the owner of the connection, not to every member of the team. You can find out who that is in Settings → Customer account → Linked accounts, in the Who links the account column. This is described in detail in the article Who linked the account and why I cannot see it.
How long before the state appears
gas does not show the label right after the first failed data download. So that a one-off outage on the platform side does not raise a false alarm, the application waits for a second failed attempt on the same profile. Data is downloaded repeatedly during the day, for some services every hour, for others once a day, so the label usually appears within a few hours, and for the least frequent services as late as the following day. The same rule applies to the notification.
The date in No data since shows the actual start of the outage, that is the day of the first failed download, not the moment when the label appeared.
Which access you need on which platform
For a platform to release data about a profile, the user account that linked the profile in gas has to have a certain level of access to that profile. Who grants it differs from platform to platform. The overview below is based on what the individual platforms state in their developer documentation.
- Facebook page. The account has to be granted work with insights for the page (Meta calls it "analyse"). Without it, Meta will not release the page statistics, even if the account has other rights to the page. It is granted by the page administrator, and for pages managed under a Meta business portfolio by its administrator.
- Instagram profile. It has to be a business or creator profile, not a personal one, and it has to be linked to a Facebook page. Access to statistics derives from the rights to that page, so the same applies as for Facebook: the page administrator grants them.
- Meta Ads ad account. Access that allows viewing ad performance is enough, full account management is not needed. It is granted by the owner of the ad account, or by the administrator of the business portfolio the account belongs to.
- Google Ads. The lowest level that is enough to read statistics is called Read only. It is granted by a user with the Admin level on that account or on the manager account above it.
- Google Analytics. The Viewer role on the property is enough. It is granted by an Administrator of the account or the property.
- YouTube channel. Google releases channel statistics only to the channel owner. For a channel managed under a brand account, that means the account that owns that brand account. People invited to manage the channel through channel permissions cannot work with it outside the YouTube environment, so the connection in gas has to be made by the owner.
- Pinterest. The profile has to be a business one. For an ad account, the account needs either ownership or a role granted through Pinterest business access (admin, analyst or campaign manager). They are granted by the administrator of the Pinterest business account.
- TikTok. Access cannot be handed over to another account. The connection is made directly by whoever logs into the profile, and they approve the individual permissions during login.
- Sklik. The connection is based on an access key (token) for the Sklik interface. The Statistics reporter level is enough to read statistics, and the account administrator in Sklik can grant it without sharing login credentials.
If you do not have the access and cannot grant it to yourself, you need an administrator on the platform side. This is not a setting in gas and gas cannot change it for you.
Procedure
The fix is always on the platform side: the permission has to be returned to the profile. There are two paths with the same result, pick the one you have access to.
Path one, through the button in the application. Use it if you log into the platform under a user account that has access to the affected page or account.
- Open the bubble at the Missing permission label using the procedure above.
- Click Reconnect. gas redirects you to the login and permission dialog of that platform.
- In the dialog, go through the list of pages, profiles and accounts and check that the affected profile is ticked. An unticked profile in this list is the most common reason why reconnecting does not help.
- Confirm the permissions and let yourself be returned to gas.
Path two, directly in the platform settings. Use it when someone else manages access to the profile, or when the Reconnect button is not in the application.
- Log into the settings of the platform where roles and access to the page or account are managed.
- Return the access to the user account that linked the profile in gas, or allow the application access to the page again.
- You do not have to do anything else in gas, it will notice the fix by itself.
The location of this setting differs across platforms and changes over time, which is why we do not list it here. If you are not sure exactly where to restore the permission, ask the administrator of that page or account on the platform side to do it.
Do not fix a missing permission by unlinking the profile and linking it again. Unlinking a profile deletes all its data from gas, including the history, which you cannot get back. A missing permission is fixed by restoring it, not by deleting.
What happens next
The fix does not show up in the application immediately. gas notices it only during the next scheduled data download, and this works the same for both paths: even if you returned the permission directly on the platform and clicked nothing in the application, the label disappears on its own.
- The next scheduled data download runs. Depending on the service, this usually takes a few hours, and for the least frequent services up to one day.
- As soon as the profile downloads successfully for the first time, the yellow Missing permission label next to its name disappears, and so does the warning above the table.
- The notification under the bell closes by itself, you do not have to click it away.
- For data the platform offers retroactively, gas also fills in the days of the outage, so the gap in the graphs is filled.
- If a scheduled report was waiting for the data to be filled in, gas generates it again afterwards and lets you know.
You can verify this on the profile page in the relevant section of the application: new days should be appearing in the graph.
Common problems
I clicked Reconnect, but the label did not disappear
Either the next data download has not run yet and you need to wait, or the affected profile was unticked in the platform's permission dialog. Try reconnecting once more and go through the list of profiles in the dialog item by item.
The label disappeared, but a gap remained in the graph
How many days can be filled in is decided by the platform, not by gas. Platforms provide daily overviews retroactively only for a limited time: Facebook page statistics for two years, Instagram and Pinterest for 90 days, ad data for longer, and TikTok does not release daily history at all. Cumulative figures such as the number of fans or subscribers are never provided retroactively by the platforms, they always return only the current value. Anything beyond that boundary cannot be filled in, which is why it pays to deal with the state early.
There is no Reconnect button in the bubble for a Sklik account
Sklik is linked differently from the other platforms, it has no login and permission dialog. The bubble therefore only describes the state and the fix has to be made on the Sklik side.
I see the label, but I was not the one who linked the profile
Both the notification and the option to reconnect belong to the user account that linked the profile. You can find it in Settings → Customer account → Linked accounts, in the Who links the account column, where the email is written as a link, so you can write to them straight from there. If they no longer work at the company, an active colleague who has access on the platform links the profile again and chooses to take ownership of the profile during the selection. The detailed procedure is in the article Who linked the account and why I cannot see it.
The Who links the account column shows Nobody
That is a different situation: the profile has no live connection and has to be linked again. Nothing there can be fixed by a missing permission.
There is no warning on the Connected services dashboard
The orange triangle on a platform tile reports only paused connections, that is the Paused state. A missing permission for an individual profile is shown only inside, in the list of profiles of that connection.
I still see data for the profile in the application
gas does not delete data that has already been downloaded, so graphs and tables remain up to the day the permission disappeared. But no new days are being added. Compare the date in No data since with the end of the series in the graph, they should match.
The permission is missing for several profiles at once
This typically happens when the user account that linked the profiles lost its role on the whole page or in the whole ad account. In that case a summary warning with a list of the affected profiles appears above the table. One reconnect solves them all at once, provided you allow all the affected profiles in the platform dialog.
The other profiles work, so I do not have to deal with it
Missing data for one profile shows up everywhere it is used: in the overview, in campaigns, in goals and in reports. The longer the state lasts, the bigger the part of the missing history that can no longer be filled in.
The label disappeared on its own, but nobody did anything
Either someone returned the permission on the platform and the next data download confirmed it, or gas recorded no new failed attempt for the profile for a longer time (roughly two days). So check on the profile page whether data really is being added again.
I do not know where the permission is set on the platform
Access to pages and accounts is managed by administrators on the platform side, not by gas. Contact whoever manages your page or ad account on the platform and ask them to return the access for the user account that linked the profile in gas. You will find which level of access they should return in the overview above.
It is a good idea to coordinate linking and restoring with the administrator of the customer account. In Settings → Customer account → Linked accounts the administrator can see what is connected and who connected it, so they can advise you whether your user account is the right one to restore the connection.