When gas loses access to a connected service, it stops downloading new data for the affected profiles. The application detects this on its own, pauses the connection and warns you about it. This article explains why this happens, how to recognise a paused connection, how to restore it and what happens to the period with missing data.
Why access expires
A service connection relies on the permission you granted gas when you logged in to the platform (Meta, Google, Pinterest, TikTok, Sklik). This permission can lapse for several reasons:
- Password change on the platform. After a password change, platforms usually invalidate all previously granted permissions, so gas suddenly has no way to download data.
- Permission removed. Someone removed gas from the list of connected applications in the platform settings, or reduced your role on a page, ad account, channel or measurement property.
- Cancelled or blocked account. The colleague who created the connection left the company and their account on the platform was cancelled or lost its rights. This is the most common cause of suddenly missing data.
- Expiry. The permission has a limited validity. On some platforms it renews itself simply by being used, on others it expires if the login is not refreshed for a longer time.
- Disconnection directly on the platform. For TikTok, gas also distinguishes the specific reason: disconnection in TikTok settings, a change of the account age, the account being blocked, or cancellation by an administrator.
- Invalid access credential for Sklik. Sklik does not use a redirect login, the connection relies on an access credential (a token). When it stops being valid, the login fails.
Pausing affects the whole connection, that is all profiles that hang under it. When gas loses permission only for one specific page or account and the rest of the connection keeps working, you will see the Missing permission label instead of the Paused label. That is a different situation and it is covered by a separate article about a missing permission for a profile.
How you recognise that it happened
- On the Settings → Connected services dashboard, the platform tile has an orange exclamation mark in the top right corner. Hovering over it shows the tooltip One account requires attention (with the count if there are several accounts).
- In the connection list for that platform, the row has a yellow Paused label next to the name. Clicking the label opens a bubble with the heading Connection paused, an explanation, the date and time in the form "Paused 12 March 2026 08:15" and a Reconnect button.
- On the connection detail there is a yellow strip at the top with the same heading, the text "Your Meta connection no longer works. Click below to connect it again." and the same button.
- Whoever created the connection receives an alert under the bell in the top bar (and, depending on their notification settings, by email as well) titled Meta connection paused. The text includes the date by which the connection has to be restored and a Reconnect button.
- Data stops. In graphs and tables the series ends on the day of pausing, no new numbers are added and scheduled reports skip the affected profile. A separate alert is sent about the skipped profile.
If you do not restore the connection, gas deletes the related data once the deadline stated in the alert passes. The deadline is 14 days from pausing and a reminder with the number of remaining days arrives a few days before it ends. Reconnecting cancels the deletion.
Before you start
- You need access on the platform to the affected page, ad account, channel or measurement property. If you do not have it, ask the administrator on the platform side for it, for example the administrator of the given Facebook page.
- Any team member who has access on the platform can carry out the restoration. It does not have to be the person who originally linked the profile. There is a separate section below for that situation.
- You log in directly with the platform, in its own window. gas neither sees nor stores your password, and you can withdraw the access at any time in the platform settings.
Procedure
- Open Settings → Connected services.
- Click the tile of the platform with the orange exclamation mark (Meta, Google, Pinterest, TikTok or Sklik).
- Find the row with the yellow Paused label in the list and click the label.
- In the bubble, click Reconnect. You will find the same button in the yellow strip on the connection detail and in the alert under the bell.
- The platform login window opens. Log in with the account that has access to the affected profiles.
- Confirm every permission the platform offers. Do not untick anything. An unticked page, account or permission means that gas will not download data for it. With Google you have to tick all the checkboxes on the consent screen.
- After confirming, you return to gas and the connection list refreshes itself.
With Sklik the connection is not restored by logging in through Seznam, which is why a paused row has no Reconnect button. You restore it by entering a new access credential (token) from your Seznam account in Settings → Connected services → Sklik.
What happens next
- The Paused label disappears, as does the orange exclamation mark on the platform tile.
- An alert Meta connection restored arrives, saying the connection is active again and your data is preserved.
- The scheduled data deletion is cancelled.
- Previously selected profiles are relinked automatically. For Meta, Google and Pinterest, gas goes through the profiles the new login can see after you log in and automatically moves those from the paused connection under it. You will learn about it from the alert Meta profiles automatically relinked (similarly for Google and Pinterest), which contains their list and the sentence "Their data will be downloaded again." So you do not have to select the profiles again or set anything up. With TikTok and Sklik the link between the login and the profile is direct, so restoring fixes the connection straight away.
- Daily statistics can be backfilled, aggregate counts cannot. This difference is worth remembering. Daily series (reach, impressions, interactions, clicks, spend) are released retroactively by the platforms, so they can be pulled in after restoration. In contrast, values expressing the current state (number of page fans, Instagram followers, YouTube subscribers, page rating) are not provided historically by the platforms at all, and they always return only today's number. That is why the gap for the outage period stays in these curves forever and the series continues only with the value as of the day of restoration.
- How far back the backfill reaches is decided by the platform. Meta releases daily Facebook page statistics two years back, daily Instagram and Pinterest statistics only 90 days, ad results in Meta Ads up to 37 months and YouTube statistics as far back as 2008. Anything beyond that limit cannot be backfilled and the gap in the graph stays there permanently. That is why it pays off to deal with a paused connection early.
- Automatic backfill of the whole gap runs for Facebook, Instagram and Meta Ads. For these profiles, backfilling of the period lost during the outage starts in the background right after restoration. For YouTube, Google Ads and Sklik the usual synchronisation starts after restoration and pulls in as much history as the platform returns during a normal run. For Pinterest the gap closes itself, because the usual synchronisation always reads the last 90 days. For TikTok nothing is backfilled for the outage period, because TikTok does not provide daily history; data starts accumulating only from the moment of restoration.
- Reports are caught up. A report that skipped the profile during the outage is generated again on its own once the data is backfilled, and an alert Report completed and regenerated arrives. This applies to reports from the last few weeks; for older runs you create the report again manually.
- New data starts arriving with the nearest synchronisation. That runs several times a day, so yesterday's numbers may not be available immediately after restoration. The page refresh button in the header loads what gas already has, it does not download data from the platform.
When someone other than the person who linked the profile restores the connection
A service connection belongs to the user account of whoever logged in to the platform, while the linked profile belongs to the customer account, that is the whole team. That is why it happens that a profile whose data you see in gas is not in your Settings → Connected services at all. Someone else from the team linked it and you only see your own connections there.
You find out who owns the connection in Settings → Customer account → Linked accounts, in the Who links the account column. The email address is there and you can click it and write to that person straight away. The value Nobody on a highlighted row means the profile has no live connection and needs to be linked again.
When the original owner no longer works at the company or lost access on the platform, anyone from the team who has access can carry out the restoration:
- Log in to gas with your own user account and open Settings → Connected services.
- Click the platform tile and connect your own account on the platform.
- Log in with the platform and confirm all the offered permissions.
- gas automatically moves the profiles from the paused connection that your platform account can see under your connection. You will recognise it by the alert about automatic relinking, which contains their list.
If the profile does not relink itself, it means the old connection still formally works, only your colleague lost the role for that profile. In that case link the profile manually and take it over:
- Open the detail of your connection and add the profile from the list of available pages, profiles, accounts, channels or properties.
- gas warns you with a message along the lines of "The page Turistická centrála Podlesí was linked by the user petr.kolar@priklad.cz. You can take ownership of it and thereby change its settings and availability for customer accounts."
- Click Take ownership. The profile moves under your connection, the history and settings are preserved and data starts downloading again.
When it is your own second account on the platform, the message is different ("You have the page linked through another account that you linked yourself. Do you need to relink it?") and the button is called Relink. The result is the same, the profile moves under the current login.
Do not create a second, parallel connection for the same profile. A profile can only be linked once, and parallel attempts lead to you taking the data over from one another. It is a good idea to coordinate the linking with the customer account administrator. In the Customer account section they can see what is linked, who linked it and what state it is in, so they can tell you whether a new connection is needed at all.
Common problems: after restoring the connection
The Paused label stayed on the row even after restoration
You probably logged in to the platform with a different account than the one the connection was registered under. In that case gas creates a new connection alongside the paused one. Check which account you are logged in with on the platform (log out in the browser and log in with the right one) and repeat the restoration. The profiles the new login can see will be relinked under it anyway.
Data for the outage period is missing after restoration
Only what the platform offers retroactively is backfilled. With longer outages a gap therefore stays in the graphs and there is nothing to calculate it from: for Instagram and Pinterest the offer reaches 90 days back, for Facebook page statistics two years, for ad data longer. Aggregate values such as the number of fans, followers or subscribers are not backfilled at all, because platforms do not release them historically. For TikTok not even daily numbers are backfilled, the history is permanently missing there.
Data did not appear immediately after restoration
Backfilling runs in the background and with a longer outage it can take several hours. The usual update runs several times a day. If nothing is being added a day after restoration, write to us through the contact form.
A profile or a whole section is missing from the report
The report skipped a profile whose connection was not active at the time of generating. Once the connection is restored and the data backfilled, a report from the last few weeks is generated again on its own. Create an older report manually.
Common problems: access and the connection owner
I do not have access to the page or the ad account on the platform
Restoration will not go through without access, because the platform will not offer the profile in the login dialog at all. First have the role assigned to you by the administrator on the platform side, then repeat the restoration.
I received no alert, yet no data is arriving
The alert about a paused connection goes to the person who created the connection, not to the whole team. When a colleague created it, you only see the missing data. Verify the state in Settings → Customer account → Linked accounts.
The Who links the account column says Nobody
The profile has no live connection, so no data is downloaded for it. Link it again following the procedure for restoration by someone else.
I cannot see the connection I am supposed to restore in Connected services at all
You only see your own connections there. The connection was created by someone else from the team. Follow the section about restoration by someone else, or write to the owner whose email address is in Settings → Customer account → Linked accounts.
Common problems: labels, deadlines and individual platforms
The Missing permission label shows instead of Paused
The connection as a whole works, only one profile is missing a permission. In the bubble you will see the text "We have lost the permission to track this profile, even though the connection is otherwise fine." and a date in the form "No data since 3 May 2026". Click Reconnect and allow the profile again in the platform dialog. The state disappears on its own after the first successful data download, even if you fix it directly on the platform.
The date by which I have to restore the connection is approaching
You find the date in the alert and in the reminder that arrives a few days in advance. Until then the data stays. As soon as you restore the connection, the deletion is cancelled and you do not have to do anything else.
The connection keeps getting paused
Usually this means that someone on the platform side regularly removes the permission, or that the account the connection is registered under keeps losing rights (for example after every reconfiguration of the business administration). Verify with the administrator on the platform who removes the permission and why, and if necessary register the connection under an account that does not lose its rights.
TikTok was paused for no apparent reason
The text of the TikTok alert states what happened: disconnection in TikTok settings, a change of the account age, the account being blocked, or cancellation by an administrator. You solve the first two cases by reconnecting; with a blocked account you first have to resolve the block directly in TikTok.
Sklik reports a paused connection and offers no button
With Sklik, access is not restored by logging in but by entering a new access credential (token) from your Seznam account. That is why there is no button on the paused row.