If a report in AdClicks is showing missing data or numbers that don’t match what you see in the vendor’s platform, don’t worry — in most cases, it’s not an error but a timing or configuration issue. Here are the three main possibilities to rule out before escalating to technical support.

Possibility #1: The Data is Still Processing

This is the most common cause. AdClicks downloads and processes fresh data from vendor APIs daily between 3:00 a.m. and 3:00 p.m., depending on report volume.

Example: If the vendor adjusted conversions from yesterday, you may not see those updates in AdClicks until late this afternoon.

What to do:

1. Go to the Data Queue tab in AdClicks.
2. Review the Status column for the data processes.

How to fix "Credentials Not Working":

1. Go to Clients, select your client, and click on it to see the connection details.
2. Click Manage Connections and review the list of users and their connection status.
3. If the status shows Error, click Authenticate and sign in again.
⚠️ Note: Some vendor platforms automatically expire credentials for security reasons. This is normal and beyond AdClicks’ control — periodic reauthentication may be needed.

Possibility #2: The Report is Linked to the Wrong Account

Sometimes, reports are connected to outdated or similarly named accounts — especially common when clients have multiple advertising accounts.

What to check:

1. In the Data Queue, find the Account ID and Client Name.
2. Cross-check these against the vendor’s platform to ensure they match exactly.

If it’s incorrect:

Go to the client’s profile in AdClicks.
Click Link Accounts
Search and select the correct account using its name in the vendor platform. Save changes.
Return to the Data Queue and click Sync Data. Once synced, the report will reflect the correct data.

Possibility #3: Filter or Data Scope Mismatch

Even small mismatches between your filters in AdClicks and the vendor’s platform can cause discrepancies.

What to check:

• Typos in campaign names, labels, or filters.
• Filters: Confirm both platforms are using the same filters, both at page level and widget level in AdClicks.
• Data Scope: Ensure you're comparing the same level of data (e.g. campaign-level vs. account-level).

In AdClicks, the green beacon icon in the top right of the widget editor shows which data scope is being used.

🟢 If the scope you need doesn’t appear to be supported in AdClicks, contact support — we’ll check if it can be enabled.

Still Not Working?

If you've ruled out the 3 causes above, it’s time to contact the technical support team.

What to include in your request:

• Full-screen screenshot of the error
• Screenshot of the vendor’s platform (showing the full screen, not just a cropped area)
• Link to the AdClicks report
• Account ID
• Clear description of what’s wrong
• (Optional but very helpful) A screen recording showing the issue step by step

The more context you provide, the faster we can pinpoint and fix the problem.