In gas it occasionally happens that an item you are looking for is missing from the left-hand menu, a button is greyed out and cannot be clicked, or the application returns you to Overview with an access denied message. It looks like one and the same fault, but in reality there are five different causes: the feature is not in your subscription, it is sold separately as an add-on, a limit has been used up, your role is not sufficient for that action, or there is no linked profile the data could come from. This article teaches you to tell the causes apart and, in each case, says who to contact.
Before you start
Get two pieces of information ready, without them you cannot determine the cause.
Which customer account you are currently in. A customer account is the company or destination that owns the data, the linked profiles and the subscription. One login of yours (a user account) can have access to several customer accounts, and each of them has its own plan and its own list of profiles. The name of the currently selected account is in the top bar of the application.
What role you have in this account. Open Settings → User profile → Customer accounts. The table has a Role column for each account with one of three values: Administrator, User, Viewer.
The Settings → Customer account section, where you check the subscription and limits, is accessible only to the Administrator role. For User and Viewer, the Customer account card on the Settings dashboard is greyed out, and when they try to open it they see a red warning "You do not have sufficient permissions to edit the customer account." If you are not an Administrator, ask a colleague who has that role to check the subscription.
Steps
- Look at the top bar to check whether you are in the right customer account. If you manage several accounts, the feature you are looking for may belong to a different one.
- Open Settings → Customer account → Subscription. The Premium features part lists all optional features. A green tick means you have the feature, a red cross means you do not. Most items have a question mark next to the name; hover over it to see what the feature does.
- If the feature you are looking for has a red cross, also look above the list to see whether there is an Active add-ons section. These are add-ons purchased separately on top of the plan. A red cross therefore means either that the feature is not in your plan, or that it is sold as an add-on and you do not have that add-on active yet. In both cases write through the contact form.
- If the feature has a green tick, expand Limits and usage below the list. For each limit you can see how much of it has been used up. A red padlock and the text "Used up" mean you are at the maximum and cannot add another record.
- If the feature is in the subscription and the limit is not used up, it is most likely a matter of your role. Find the action in the What each role may do table and compare it with your role.
- If the role does not explain it either, the profile connection itself is probably missing. Open Settings → Connected services and check whether the platform shows a number of linked accounts, or the text "no linked account".
Five causes and what to do about them
1. The feature is not in your plan
A plan is a package of features agreed for the whole customer account, not for individual people. A feature the plan does not include never reaches the interface at all: the item is missing from the left-hand menu and the related pages cannot be opened.
How to recognise it: in Settings → Customer account → Subscription, the feature has a red cross in the Premium features part. This is how advertising platforms (Meta Ads, Google Ads, Sklik and Pinterest ad campaigns), Reports, Custom measurement, Media monitoring, Tourism data and Pages analysis disappear from the left-hand menu. In the lowest Lite plan you will not see Pages analysis at all. The feature list also includes Campaigns and Goals, which are part of all plans by default.
Solution: write through the contact form and state the name of the customer account and the feature you need. Extending the plan is a commercial change, you cannot switch it on inside the application. What each plan contains is described in the article Subscription and plans.
2. The feature is sold separately as an add-on
Some features are not part of any plan and are purchased separately on top of it. A typical example is Media monitoring: even in the highest plan you do not have it by default until you add it as an add-on. Reports or the Czech tourism module can also be purchased as add-ons.
How to recognise it: on the Subscription page there is an Active add-ons section with labels above the feature list. If the add-on name is not there and the feature has a red cross at the same time, you do not have the add-on active.
Solution: again, write through the contact form. An add-on usually switches the feature on and at the same time raises the related limit (for media monitoring, for example, the number of monitorings you may create).
3. An exhausted limit
You have the feature, but you have run out of space. The plan caps the counts: how many profiles you may link per network, how many user accounts the team may have, how many campaigns, goals, custom measurements, monitorings and measured pages, and how many reports may be generated per year.
How to recognise it:
- On the Subscription page, expand Limits and usage. An exhausted limit shows a red padlock and text along the lines of "All 6 goals used up". For the per-network profile limit, the row can be expanded to show a breakdown by individual networks, where each network has the status "free", "2 of 2" or "fully used".
- In the section itself, the add button is grey and hovering over it explains the reason, for example "Goal limit used up, 6 of 6. Upgrade your plan or delete an unused goal."
- A yellow or red bar appears above the list. For Administrators it offers a link to Subscription, for everyone else it lists the names of the customer account administrators you need to ask for an increase.
There are two solutions: free up space by deleting or unlinking something you no longer need, or ask for a plan increase through the contact form. This is covered in more detail in the article Limits and their usage.
4. Your role is not sufficient for the action
The role determines what you personally may do within one customer account. So a colleague may see and use the same feature even though the subscription is the same for both of you.
How to recognise it: you see data and overviews normally, but the button for adding, editing or deleting is either missing entirely or greyed out. For some actions the message appears only after you click: the application shows a red warning at the top, "Access denied! You do not have sufficient permissions to view this section." and returns you to Overview.
Solution: ask the administrator of your customer account. They change roles in Settings → Customer account → Users, it takes effect immediately and it is not a commercial change, so there is no need to write to us about it. Only an Administrator can see the account's user list, so if you do not know who has that role, ask your colleagues. The application lists the administrators' names by itself in two situations: in the warning about an exhausted limit, and in the window that opens when you click the coloured strip next to the account switcher in the top bar as the subscription nears its end.
5. The network is not linked, the section has nothing to show
The social network sections (Facebook, Instagram, TikTok, YouTube, Pinterest, Google Analytics) are always in the menu, regardless of the plan. But if no profile of that network is linked to the customer account, there is no source for the data.
How to recognise it: when you open the section, a No profile window pops up with the text "A linked profile is required to display the content. Go to settings and connect your profile." and a Connect profile button. On Overview, the card for that network behaves in a similar way: "We did not find any profile for this widget. Link gas with your account in settings."
Solution: linking has two stages. First you sign in to the platform in Settings → Connected services, and only then do you pick the specific page, profile, channel or ad account and link it to the customer account. So signing in to the platform alone is not enough. The whole procedure is described in the article How linking services works. If you see nothing in Connected services but there is data in the application, someone else from the team linked the profile, which is explained in the article Who linked the account and why I cannot see it.
What each role may do
The roles in the application are called Administrator, User and Viewer. An easy way to remember: a Viewer only reads, a User additionally creates content and links profiles, an Administrator additionally manages the team and the customer account and unlinks profiles. All reading is also conditional on the plan containing the given module.
| What | Administrator | User | Viewer |
|---|---|---|---|
| View data, overviews, reports, goals, campaigns (depending on the plan) | yes | yes | yes |
| Create and change goals, campaigns, custom measurements, media monitoring | yes | yes | no |
| Create and change measured pages in Pages analysis | yes | yes | no |
| Delete measured pages in Pages analysis | yes | no | no |
| Link a profile or ad account to the customer account | yes | yes | no |
| Unlink a profile or ad account from the customer account | yes | no | no |
| Change the order of profiles and the default profile | yes | no | no |
| Users: listing, inviting, removing, changing roles | yes | no | no |
| Customer account details, subscription and logo for printing | yes | no | no |
| Destination management settings and deleting ratings (tourism) | yes | no | no |
Reports are an exception to the table. Anyone from the team, including a Viewer, can create and edit report settings, but only an Administrator may generate a report and delete it. That is why only an Administrator sees the bin icon on a report, whereas everyone sees the green button for generating it. If someone other than an Administrator clicks it, the application refuses the action and returns them to Overview.
What happens next
When we extend your plan or add-on, it takes effect without any action from you: the missing items appear in the left-hand menu and the greyed-out buttons start working again, usually within a few seconds. If that does not happen, refresh the page with F5, or sign out and log in again.
When an Administrator changes your role, refresh the page. The new permissions then take effect immediately.
If the cause is a missing connection and you have just linked a profile, the data will not load at that moment. gas downloads figures from the platforms repeatedly, several times a day, so for a newly linked profile the first values appear with a delay. Details are described in the article How often data is updated.
Common problems
An item my colleague can see is missing from my left-hand menu
Either you are each in a different customer account (check the name in the top bar), or your roles differ. The menu only hides items the customer account does not have in its plan, so a feature tied to a role stays in the menu, you just cannot make changes in it.
I opened a link from a colleague and the application returned me to Overview
At the same time a message briefly appeared at the top, "Access to this page was denied." It means the page belongs to a feature the customer account does not have in its plan. Check whether you are in the same customer account as your colleague, and if you are, treat it as a feature missing from the plan.
The application says "Access denied! You do not have sufficient permissions to view this section."
This warning appears after an action your role does not allow, and the application also returns you to Overview. Look at the What each role may do table and ask the administrator of your customer account.
The Customer account card in Settings is grey and cannot be opened
Only an Administrator may open the whole Customer account section (Profile, Subscription, Users, Linked accounts, Print settings). A colleague with that role will check the subscription and limits for you.
The add button is grey and a tooltip about a limit appears on hover
A grey button with a tooltip means an exhausted limit, not a missing permission. The tooltip states how many out of how many are used. Free up space by deleting an unused record, or ask for a plan increase through the contact form.
The add button is missing entirely
If the add button is not visible at all (not even greyed out), you do not have permission for the action. Remember the difference like this: a grey add button means a limit, a missing button means a role. The bin icon is different, it stays in place and merely turns grey when you do not have permission to delete.
A profile in the switcher at the top is grey and cannot be selected
The customer account has more profiles of that network linked than the plan allows. Those over the limit are locked, the most recently added first, and remain in the list only as unselectable. Either unlink a profile you no longer need, or have the number of profiles per network increased.
I cannot tick a customer account in the linking dialog
A blocked account always states the reason: Limit used up (there is no space left for profiles of this network), No permission (you are a Viewer in that account), Feature not in the plan (typically an advertising platform) or Invalid licence (the subscription has expired). If all accounts are blocked, the application says so above the list.
I cannot see Media monitoring even in a higher plan
Media monitoring is not part of any plan, it is purchased as an add-on. If you want to use it, write through the contact form.
I have Tourism data in my plan, but the section says I do not have access
The text "You do not have defined access to any destination management or region." means the module is switched on, but no specific destination or region whose data should be displayed has been assigned to the customer account yet. We do the assigning, so write through the contact form. Similarly, the Settings → Customer account → Destination management page says "Feature not available" until the module is active.
I cannot invite another team member
Either the plan's limit on the number of user accounts is used up (the button is grey and the tooltip says so), or you are not an Administrator (the button is missing). Only an Administrator may invite, remove and change roles.
I cannot see the create button for reports
The button is hidden when the plan has the annual limit of generated reports set to zero, that is, it does not include reports at all. This is resolved by extending the plan or by the Reports add-on.
I click the green button on a report and the application throws me back to Overview
Only an Administrator may generate a report, although others can see the button. Ask a colleague with the Administrator role to run it, or have your role changed.
A coloured strip is lit next to the account name in the top bar
It warns that the subscription is nearing its end or has expired, or that a trial period is under way. In the last seven days before the end and after expiry the strip also pulses. If the customer account has automatic renewal switched on, the warning is not displayed at all. If you are an Administrator, clicking it takes you to the Subscription page. Everyone else gets a window with information on how long the subscription is valid and a list of the account administrators (the application calls them administrators there), because an Administrator has to request the extension. Once the subscription expires, features stop being available even if the plan included them before.
The feature disappeared after I switched customer accounts
Each customer account has its own plan, its own limits, its own linked profiles, and you may have a different role in it. A difference between two accounts is therefore normal, not a fault.
We changed the plan, but nothing changed in the application
The change usually takes effect on its own within a few seconds. If it does not, refresh the page with F5, or sign out and log in again. If the feature still does not appear, write through the contact form and state the name of the customer account and the feature concerned.
I do not know who to write to
Plans, add-ons, limit increases, destination assignment and subscription extensions are handled by us through the contact form. Roles, team invitations and unlinking profiles are handled by the administrator of your customer account. What to include in your request is summarised in the article Contacting support.