In gas two different kinds of accounts live side by side, and at the beginning almost everyone mixes them up. Your user account is you, a specific person with their own email address and password. A customer account is the company, agency client or destination whose data you follow in gas. Without this distinction almost nothing else makes sense: why some settings are visible to the whole team and others only to you, why all the numbers change when you switch to another client, or why a colleague sees something different in the application than you do.
User account: a specific person
A user account is created the moment you accept an invitation to gas and set your password. It belongs to one person and is tied to their email address. Nobody else uses it.
The user account owns:
- login details: email, password and optionally logging in through Google, Meta or Apple,
- personal settings: name, interface language, light or dark appearance, the default look of graphs and tables,
- notification preferences: what gas should tell you in the application and what by email, including which reports should be sent to you,
- connected services: your logins to Meta, Google, Pinterest, TikTok and Sklik, through which you gave gas access to your profiles,
- active sessions: the list of devices you are logged in on.
None of this affects your colleagues. If you switch the interface to English, the others still have it in Czech.
Customer account: a company or destination
A customer account is the space where the data of one company, one client or one destination lives. It has its own name, short name and billing details, and the whole team works in it.
The customer account owns:
- connected profiles, labelled linked accounts in the application: the specific Facebook page, Instagram profile, YouTube channel, ad account or Google Analytics property whose numbers are shown in this customer account,
- subscription and limits: the plan, add-ons and the number of profiles or reports you may use,
- team and roles: who can see into the customer account and what they may do there (Administrator, User, Viewer),
- the content you create in the application: reports, goals, campaigns, custom measurements, logo and print settings.
Anything you create in the customer account is also visible to the other team members.
An example from real life
Petr Kolář works at the Marketing Studio agency. He has one user account with the email petr.kolar@priklad.cz and a single password. Through it he reaches three customer accounts: his own agency Marketing Studio and two clients, Turistická centrála Podlesí and the town of Lipová nad Bystřicí. When he wants to see the second client's numbers, he does not sign out, he just switches.
In the Turistická centrála Podlesí customer account he does not work alone. Two more people from the tourism office have access there, each under their own user account and their own password.
So it works both ways:
- one person can have access to several customer accounts,
- one customer account can have several people with different roles.
You always log in only once, with your user account. You do not log in to a customer account, you only switch it. The name of the one you are currently working in is shown at the top right under the label Customer account. If you have access to more than one, you can click it and switch. If you have access to only one, just its name is there and it cannot be clicked.
What belongs to which account
| User account (yours only) | Customer account (shared with the team) |
|---|---|
| email, password, logging in through Google, Meta and Apple | name, short name and billing details |
| name and interface language, light or dark appearance | subscription, plan and limits |
| default view of graphs and tables | users and their roles |
| notifications and report subscriptions by email | linked accounts, that is the connected network profiles |
| connected services, that is your logins to the platforms | reports, goals, campaigns and custom measurements |
| active sessions and devices | logo and print settings |
Reports are a good example of how the two meet. The report itself (which profiles it contains, for which period and how often it is generated) belongs to the customer account and the whole team works on it. Whether the finished report is emailed to you is your personal setting in Settings → User profile → Report subscriptions.
Where you can see the split
The whole split is easiest to see on the Settings dashboard. It has three cards and each one leads to a different one of the areas described above.
- In the left menu (in the bottom bar on a phone) open Settings.
- The User profile card leads to what concerns only you: Profile, Appearance, Notifications, Report subscriptions, Graph view, Table view, Password & access, Active sessions, Privacy and your data, and the Customer accounts overview.
- The Connected services card leads to your logins to the platforms: Meta, Google, Pinterest, TikTok and Sklik. These connections belong to your user account.
- The Customer account card leads to the shared settings: Profile, Subscription, Users, Linked accounts and Print settings. For destination management companies, Destination management is added as well.
- You get into each section with the I want to set up button.
Only users with the Administrator role can open the Customer account card. With the User or Viewer role the card is unavailable and the button cannot be pressed. If you get into the section another way, instead of the content gas shows the message that you do not have sufficient permissions to edit the customer account. In that case ask the administrator of the customer account.
Roles in the customer account
When an administrator invites you to a customer account, they assign you a role in it. That role decides what you may do in this account. A role always applies to one customer account only: in two different accounts you can have two different roles. In short: a Viewer only reads, a User also creates content and connects profiles, an Administrator also manages the team and the customer account and unlinks profiles.
| What you can do | Administrator | User | Viewer |
|---|---|---|---|
| View data, overviews, reports, goals and campaigns | yes | yes | yes |
| Create and change goals, campaigns, custom measurements and media monitoring | yes | yes | no |
| Create, change, delete and run reports | yes | yes | no |
| Connect a profile or ad account to the customer account | yes | yes | no |
| Unlink a profile or ad account | yes | no | no |
| Change the order of profiles and the default profile | yes | no | no |
| Users: overview, invite, remove, change role | yes | no | no |
| Customer account details and logo for print | yes | no | no |
| Destination management settings (tourism) | yes | no | no |
You will find your role in each customer account in Settings → User profile → Customer accounts in the Role column. Only the administrator of that customer account can change it.
All three roles can view data, but only the data covered by the customer account's subscription. If a module is not in the plan, not even an Administrator sees it. So if you cannot see something, it may be down to your role or to the subscription.
Connected services and linked accounts
This is where the split confuses people most often, and it is the most frequent question to support. A connected service and a connected profile are two different things and each belongs somewhere else:
- A connected service belongs to the user account of the person who logged in. When you go through the Facebook login in Settings → Connected services → Meta, gas gains access to the pages and profiles you manage on Facebook. This connection is personal to you.
- A connected profile belongs to the customer account. Only when you pick a specific page from the available pages and connect it do its numbers start to appear in the customer account where you connected it. The overview is in Settings → Customer account → Linked accounts.
That leads to a situation support hears regularly: "I cannot see our Facebook account in Connected services at all, but the data is in gas." The explanation is simple: someone else on the team connected the profile. In Connected services you only see your own logins to the platforms, never anybody else's. You will see the whole customer account in Settings → Customer account → Linked accounts. There, each profile has the Who links the account column with the email of the person whose connection supplies the data. The email is a link, you can write to them straight away.
When the Who links the account column shows Nobody and the whole row is highlighted as an error, the profile has no live connection and its data has stopped coming in. This typically happens when the person who once connected the profile leaves the company and loses access on the platform. The fix is not to delete the profile and create it again. An active colleague who has access on the platform connects the profile again and during the selection chooses to take ownership of the profile. That takes it over under their connection, the history and settings are kept and the data starts coming again.
It is a good idea to coordinate linking with the administrator of the customer account. In the Customer account section the administrator sees what is connected, who connected it and in what state it is, so they can tell you whether a new connection is needed at all. Creating a second connection for the same profile usually makes no sense.
Common trouble with switching and visibility
I see a different client's numbers than the ones I need
You are working in a different customer account. Check the name at the top right under the label Customer account and switch to the right one. The overview of all the accounts you have access to is in Settings → User profile → Customer accounts.
I cannot see the customer account switcher anywhere
The switcher only appears when you have access to more than one customer account. If you need access to another one, ask its administrator for an invitation.
A colleague sees different things in the application than I do
Either they are working in a different customer account, or they have a different role in it. You will find the role for each account in Settings → User profile → Customer accounts in the Role column. What each role may do is in the table in the Roles in the customer account section above.
Common trouble with roles and permissions
The Customer account card is unavailable
You do not have the Administrator role in this customer account. A change to the subscription, inviting a colleague or unlinking a profile will be done for you by its administrator.
I connected a profile but I cannot unlink it
That is correct behaviour. Both the Administrator and User roles may connect a profile, but only an Administrator may unlink it, change the order of profiles or set the default profile. Ask the administrator of the customer account.
I cannot create a report or a goal, the buttons are not available
You probably have the Viewer role, which is only for reading data. Ask the administrator of the customer account to change your role to User. The other possibility is that the subscription does not include that feature.
I need to add a colleague to the application
A colleague is added to the customer account, not to your user account: Settings → Customer account → Users. The invitation is sent by an Administrator, the colleague receives it by email and creates their own user account with their own password from it. Sharing one login between several people is not a good idea: you lose track of who set up what, and when such a person leaves, trouble with connected services follows.
Common trouble with the split between accounts
I am going to work for another client, should I create a second account?
No. You keep your user account and an administrator invites you to another customer account. The invitation comes to the same email address and once you accept it, the new account appears in the switcher at the top right.
I changed the language or appearance and it did not change for my colleagues
That is how it should be. The language, appearance and the default look of graphs and tables are personal settings of the user account.
A report or goal I created is visible to the others as well
Yes, reports, goals, campaigns and custom measurements belong to the customer account, not to a specific person. The only personal part is who the finished report is emailed to.
The colleague who managed our connections has left
For the profiles they connected, in Settings → Customer account → Linked accounts the Who links the account column shows their email or the value Nobody, and the data stops coming in. An active colleague connects the profile again and during the selection chooses to take ownership of the profile.
I want to disconnect myself from a customer account
In Settings → User profile → Customer accounts each row has the Unlink account action. That way you lose access to the data of that customer account; the customer account itself and its data are not deleted. If you want access back, its administrator has to invite you again.
I forgot my password
The password belongs to the user account and is reset from the login screen using the forgot password link. A customer account has no password of its own.