The report did not arrive, it came out without one of its parts, or the numbers in it do not match what you see on the screen? It is almost always one of a few known situations, and gas gives you clues about them: the status label next to the report, the alert in the bell icon and the content of the PDF itself. First go through the short check below, then find the situation in the overview that matches what you see.
Where to start
- Open Reports in the left menu. Each report has a status label: Waiting to run, Running, Ready to download, or Error.
- Click the bell in the top bar and go through the latest alerts. gas reports problems with reports exactly there and, depending on your settings, by email as well.
- Download the latest PDF and go through it. Pay attention mainly to whether a whole section for one of the networks is missing.
- If data for one network is missing from the report, open Settings → Customer account → Linked accounts and check whether the profile shows the Paused or Missing permission label.
Common problems
A whole section is missing from the report
The profile that fills the section is no longer available: someone unlinked it from the customer account, it is scheduled for deletion, or the login to that platform stopped being valid. In such a case gas skips only this one section and delivers the rest of the report, so that one profile does not cost you the other networks as well. The skipped section is neither in the document nor in the list of sections at its beginning, so you recognise it by the fact that it simply is not there. The fix is to reconnect the profile, which is described in the article Reconnecting after access expires, and to run the report again. Often the automatic top-up described below does it for you.
An alert arrived saying the report skipped an unlinked profile
The alert is called Report … skipped an unlinked profile and its text gives the name of the profile that did not make it into the report. It goes to the administrators of the customer account and to the person who owns the connection, separately for each skipped profile. The Open integration settings button leads straight to the Connected services dashboard, where you can renew the login to the platform. If someone else linked the profile, you will find their email 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.
The PDF does not show which profile was skipped
The list of skipped profiles is printed on the Overview of linked profiles and platforms page, and that page is added to the document only if you switch it on in the report settings. Open the report, tick Overview of linked profiles and platforms in the Layout settings part and save the settings. The next run will then contain a Skipped profiles block with the profile name, the network and the reason: Unlinked profile, Profile scheduled for deletion, or Disconnected login.
For reports you send to a client or to management, it pays off to keep this page switched on permanently. The recipient then sees for themselves that one part is missing because of an interrupted connection and does not have to compare the numbers blindly.
The report topped itself up and arrived again
When you reconnect the skipped profile, gas generates the report for the same period again, this time complete, and sends the alert Report … was completed and regenerated. For this to happen, several conditions have to hold: the section with that profile is still in the report settings, no newer successful run for the same period has been created in the meantime, and all the other profiles of the report are available too. If the report skipped two profiles, it waits for the last one to be connected. With Facebook, Instagram and Meta Ads it also waits until the historical data is filled in, so that no gaps remain in the graphs, which means the top-up may come with a delay. gas waits about five weeks from the original run for a reconnection; after that the top-up no longer starts by itself and the report has to be run manually. Nothing extra is deducted from the annual report limit for an automatic top-up.
The report shows the Error label
The Error label means the last run did not finish. There are three most common reasons: the login to one of the platforms stopped being valid and needs to be renewed (in that case the alert Connection to … requires reconnection arrives as well), all profiles of the report are unlinked at once, so there would be nothing to deliver, or it is a temporary processing error. What to do about it:
- Check the bell with the alerts to see whether a specific network is mentioned in them and, if so, reconnect it.
- For a one-off report, the green run button appears in the list again. A failed attempt does not count towards the annual report limit, so repeating it costs you nothing.
- For an automatic report, wait for the next scheduled run. If you need the result right away, copy the report using the button for creating a copy: this creates a one-off report with the same content that you run manually (that one does count towards the annual limit).
- If the error keeps repeating, write through the contact form and include the report name and the period.
A new report cannot be run, the button is unavailable
You have used up your annual report limit. In the report detail a Limit exhausted bar appears with the number of used and total reports, and the run button is unavailable with the explanation Annual report limit exhausted …. The limit is counted as a rolling 365 days back, not by calendar year, so slots free up gradually as the oldest reports drop out of the window. Only successfully completed reports count towards the limit. How many you have and how many are left is shown in Settings → Customer account → Subscription; this is described in more detail in the articles Limits and usage and Subscription and plans. You can ask for an increase through the contact form.
The form does not accept a period that has just ended
For a one-off report a message appears saying that the selected period has to end at least 3 days before generating, so that complete data is available. This is not a bug: social networks and advertising systems calculate the last days with a delay, and a report created right after midnight would have the end of the period cut off. For the same reason, scheduled reports are generated in the morning of the third day after the end of the period, not on the first day.
The report is taking longer to generate than you are used to
The Running label means the report is waiting in the queue or the PDF is being put together right now. For reports with post previews and with a large number of sections it takes longer. If generating does not succeed the first time, gas tries again at increasing intervals, so the report may finish only after a few hours without you having to do anything. Scheduled reports are also started in a wave and delivered over the course of the morning. If the Running status holds for more than one day, write through the contact form.
Instead of a graph there is a Metric discontinued note
For some Facebook metrics (Reach and Post reach) the data ends in mid-June 2026, because the platform stopped providing it. A graph that would show zeros from then on would be misleading, so gas prints the note Metric discontinued instead, stating the platform and the date. The note appears only in reports whose period reaches beyond this date, and as soon as data is available again for the given period, it disappears by itself.
For Reach a substitute metric is calculated, but it measures differently than the original one, so it comes out lower and the series from the previous months cannot be continued smoothly into it. Post reach has no substitute. In a year-on-year comparison or a comparison with the previous period, therefore, do not read these two metrics across the June 2026 boundary as a continuous development.
The numbers in the report do not match what I see on the screen
A report is a snapshot of the data at the moment it was created, and it does not change by itself any more. The application, on the other hand, shows the current state. Meanwhile the platforms recalculate their numbers retrospectively: with advertising on Meta the values are recalculated for about four more weeks back, because that is how long it attributes results to ads. A report generated on the third day after the end of the month may therefore have lower spend or fewer conversions than the same month opened in the application a few weeks later.
Before you start dealing with the difference, check three things: that you are comparing exactly the same period, that you are looking at the same profile, and when the report was generated (the date is given in the document). Differences between gas and the interface of the network itself are covered in the article The numbers differ from Facebook or Google.
The Summary shows a different number than the network section
The Summary section adds up results across networks. So that paid impressions are not counted twice (once for the page and again for the ad), Facebook contributes to the Summary only with the organic impressions of its posts, and the paid part is included in the Meta Ads section. The Facebook section and the Facebook screen in the application, on the other hand, show the total number for the page. The difference between the Summary and the Facebook section is therefore intentional, not an error.
The spend in the report comes out differently than you expected
gas converts the spend from Meta Ads and Google Ads into Czech koruna at the daily exchange rate, Sklik bills directly in koruna. For a Pinterest ad account, however, the spend is taken in the currency in which the account is kept. So if your Pinterest ad account is kept in euros or dollars, for example, its spend is added to the koruna amounts in the summary figure without conversion, and the total then does not match reality. Check the currency of your ad account, and if it is other than koruna, read the spend per individual network instead. The whole topic is covered in the article Currency and conversion of spend.
The report was generated but did not arrive by email
Only automatic reports are sent by email, and only to the people you have selected as recipients in the report. A report you ran manually is not sent to anyone else: you get an alert about it in the application and download it from the list of reports. If an automatic report did not arrive, go through the recipients in the report settings, your own subscription in Settings → Profile → Report settings (the subscription can also be switched off using the link in the email itself) and finally your junk mail folder. Delivery is described in the article Report delivery and recipients.
I cannot see the buttons for running or editing a report
Reports are worked with by the Administrator and User roles. The Viewer role only views and downloads finished reports and cannot create, change or run them; only an Administrator may delete a report. You will find your role in Settings → Customer account → Users. The second reason may be the plan: if the customer account does not include reports, the section is not offered at all and a report that was run would end with an error. See the articles Users and roles and Subscription and plans.
None of this helped
Write through the contact form. So that it can be solved the first time, state the customer account name, the report name, the period, the approximate time it was run, and attach the generated PDF or a screenshot of the report list with its status label.