A social network profile or an ad account reaches your data in gas in two steps, and each of those steps belongs to someone different.
- Linking the service. You log in to Facebook, Google, Pinterest, TikTok or Sklik and allow gas access to your accounts. This link belongs to your user account, that is to you personally as the logged-in person.
- Connecting the profile. From the accounts you have access to, you pick a specific Facebook page, Instagram profile, ad account, YouTube channel or Google Analytics property and connect it to a customer account, that is to the company or destination you work with in gas.
This leads to the question we get most often through the contact form: "I cannot see our account in Connected services, but the data is in gas." That is fine and nothing is broken. In Settings → Connected services you only see your own links. The profile the data comes from was connected by someone else on your team, and gas does not show their link in this place.
This article shows you where to find out who connected which profile, how to tell that a link has stopped working, and what to do in each situation.
Before you start
You will find the overview of all connected profiles in the Customer account section. Only a user account with the Administrator role can get there. Other roles see the message "You do not have sufficient permissions to edit the customer account." instead of the content.
If you do not have the Administrator role, ask a colleague who does. Who has it on your team is visible in Settings → Customer account → Users, but again only an Administrator can open that page.
The Settings → Connected services section, on the other hand, is available to everyone. However, it only shows what you linked yourself, so on its own it will not help you find out who connected someone else's profile.
Steps: where to find out who linked the account
- Open Settings in the main menu.
- On the Customer account card, click the I want to set up button.
- Choose Linked accounts in the menu on the left. On a phone there is a drop-down list above the content instead of this menu.
- A table of all profiles connected to this customer account opens. Rows are grouped by network (Facebook, Instagram, Meta Ads, YouTube and others), and the groups can be collapsed and expanded.
- Look at the Who links the account column. On a phone you find this value after you open the profile card.
What can appear in the Who links the account column
An email address. The profile has a live link and the user account with this address takes care of it. The address is also a link: click it to open a new email to that person, so you can arrange things with them right away.
Nobody. The profile has no live link. The row is also highlighted in red so it is hard to miss. No new data is added for such a profile, but the data already downloaded stays in the application.
Four situations that occur most often
1. A colleague connected the profile and everything works
How to tell. You do not see any such account in Settings → Connected services, but in Linked accounts there is a row with the profile name and with your colleague's email in the Who links the account column. Data keeps coming in.
What to do. Nothing. This is how it should look. Each profile needs one working link and it already has one.
Do not link the same profile again "just in case" under your own account. A second link adds nothing, and when you try, gas will tell you that the profile is already linked.
2. The colleague who connected the profile no longer works at the company
This is the most common reason for data suddenly stopping. The profile was once connected by someone who is no longer at the company. As soon as their permission on the platform is removed or their account is cancelled, the link stops working, even though you still see the profile in gas together with its historical numbers.
How to tell.
- The data for the profile stopped being updated on a certain day.
- In Linked accounts, the Who links the account column still shows the former colleague's email, or already the value Nobody.
- In Settings → Connected services the profile on that platform may carry the Paused label with the explanation "Connection paused", or the Missing permission label with a No data since entry and a date. However, only the person who owns the link sees these labels.
- On the Connected services dashboard, a warning along the lines of "One account requires attention" appears on the platform tile.
What to do. An active colleague who has access to the page or account directly on the platform connects the profile again and takes ownership of it during the selection. The profile stays the same, it just starts being downloaded through the new link.
- The active colleague logs in to gas and switches to the correct customer account.
- They open Settings → Connected services and click the platform tile (for example Meta accounts).
- They link their account with the button for that platform (for example Connect Meta account) and confirm access on the platform screen. Often the situation resolves itself right here: after login, gas automatically relinks profiles whose previous link stopped working and sends a notification about it, for example "Meta profiles automatically relinked".
- If the profile was not relinked automatically, they open their newly linked account in the list, go to the tab of the given service and click the button for connecting the profile (for example Connect Facebook).
- In the dialog they pick the profile from the list. gas reports that the profile was linked by another user and offers the Take ownership button.
- The colleague confirms Take ownership. The profile then moves under their link.
Do not unlink the profile and set it up from scratch because of this. The Delete profile button in Connected services deletes all the data gas has collected about the profile. Taking ownership is the safe route, it keeps the history and the settings.
3. The profile has no live link (the value Nobody)
How to tell. The Who links the account column says Nobody and the whole row is red.
What to do. The profile needs to be connected again. Anyone on the team who has access to the profile on the platform side can do it, following the steps from situation number 2. Because the profile has no owner, gas offers to take ownership in the dialog without taking anything away from anyone.
4. Another team member wants to connect the same profile
How to tell. When you pick the profile in the dialog, the item is unavailable (it cannot be selected), or a message appears saying that the profile is already linked.
What to do. Check with the administrator of the customer account whether a new link is needed at all. If the profile already has a working link, a second one will not bring any extra data. If you confirm taking ownership anyway, the profile moves under your link: your colleague keeps their service link and their other profiles, but from that moment this particular profile is downloaded through your access. Responsibility for keeping the data flowing passes to you.
Messages that may appear during linking
When you pick a profile in the dialog, gas checks whether it is already connected somewhere and, depending on the result, shows one of these messages. The texts differ only in whether it is a page, a profile, a channel, a property or an account.
"Account is already linked" (for Facebook "Page is already linked", for Instagram "Profile is already linked"). The selected profile is already connected. Pick a different one, or use the Who links the account column to check who takes care of it.
"All accounts are already linked. Select another account." All the profiles you can see under this login are already connected. Either you are done linking, or you need to log in with a different platform account that gives you access to more profiles.
"Page (name) was linked by user (email). You can take ownership of it and thereby change its settings and availability for customer accounts." Someone else connected the profile. gas offers the Take ownership button. Confirm it if your colleague's link has stopped working or if you agreed on the handover. Otherwise close the dialog and leave it alone.
"Page (name) was linked by user (email) under a different account. …" The same as the previous case, only the profile is connected through a different platform account. The procedure is the same, the Take ownership button is offered.
"You have page (name) linked using another account that you linked yourself. Do you need to relink it?" You connected the profile yourself, but under a different platform account of yours. gas offers the Relink button, which moves the profile under the account you are currently logged in with.
The email in these messages is deliberately only partly visible (for example pe***@pr*****.cz). The administrator of the customer account will find the full address in the Who links the account column.
These messages appear for Facebook pages, Instagram profiles, Meta Ads ad accounts, Google Ads accounts, Google Analytics properties, YouTube channels, Pinterest profiles and Pinterest Ads ad accounts. They are not used for TikTok and Sklik, because there one link corresponds directly to one profile or account.
What happens next
After you take ownership of a profile or relink it:
- The profile stays the same. It keeps its name, its assignment to customer accounts, its position in the list, the default profile marking and all the data downloaded so far.
- The Who links the account column shows the email of the new owner of the link. If you have the page open, refresh it with the refresh button in the top right corner.
- New data starts being downloaded at the next synchronisation. That runs several times a day, so count on hours rather than minutes.
- For Meta profiles, gas also tries to backfill the days missing during the outage. It only fills in what the platform itself offers retroactively, which for daily overviews is roughly the last few months. An older gap can no longer be filled.
Recommendation: agree on linking with the administrator
Before you start linking anything, get in touch with the administrator of the customer account. In the Customer account → Linked accounts section, the administrator sees what is connected, who connected it and whether it is fine, so they can tell you whether a new link is needed at all. That saves needless linking as well as situations where two people keep taking a profile from each other.
It is also good practice to go through this table whenever someone leaves the team and to take over their profiles before their platform access is removed.
Common problems: access and roles
The Customer account card in Settings cannot be opened
The button is unavailable for all roles except the Administrator role. Ask the administrator of the customer account to look into the section for you, or to change your role.
The column shows the email of someone you do not know
It is usually either a colleague from another department or a person from the agency that set the profiles up for you. Click the address to write to them straight away.
You removed a colleague from the team in gas, yet their email is still shown for the profile
Removing a user account from a customer account does not cancel their service link. Data keeps coming in until your colleague's access is removed directly on the platform. That is practical (nothing breaks overnight), but it is better to take the profiles over in time than to depend on their access.
Common problems: data is not coming in
Data stopped coming in for one profile only, the others work
The link as a whole is alive, only the permission for this one profile is missing on the platform side. The owner of the link sees the Missing permission label on the profile together with the text "We have lost permission to track this profile, although the connection is otherwise fine." The fix is done in the platform settings: the logged-in user clicks Reconnect and allows the profile again in the platform dialog (typically it is an unticked page in the list). As soon as the next data download runs correctly, the label disappears on its own.
You took ownership of the profile, but data still is not coming in
Check that you have access to the profile on the platform side as well and that you did not skip it in the platform dialog. If the Missing permission label is showing on the profile, deal with it using the steps from the previous situation. Also count on the first data arriving only with the next synchronisation.
The row is red and says Nobody, but you can see data in the application
Historical data stays stored in gas even without a live link. New data, however, is no longer added until someone connects the profile again.
Common problems: linking, unlinking and deleting
The dialog shows an unknown user instead of an email
The original link no longer exists in gas, so there is nobody to name. In such a case taking ownership is the right step, you are not taking a working link away from anyone.
The profile is not in the list of profiles to connect at all
gas only offers what you really see under the account you are logged in with on the platform. If the profile is missing from the list, you do not have sufficient permission for it on the platform. The administrator of that page, ad account or property will grant it to you directly in the platform settings.
You are not sure whether to unlink or delete a profile
The Unlink account button in Linked accounts cancels the link between the profile and the customer account and can be undone by connecting it again. The Delete profile button (or Delete account or Delete channel) in Connected services deletes the data gas has collected about the profile. The data on the servers of Facebook, Google and other platforms remains untouched. To fix a broken link you need neither of these buttons, take ownership instead.