What is happening?
The data source is failing because while the credentials themselves may be valid for the platform (e.g., Meta or Google), they no longer have permission to view or manage the specific account or property selected in Alvie.
Error: We have lost access to the data source. Ensure the credentials have access to the account, or try signing in again.
Why did this happen? This error typically occurs when there is a mismatch between the authenticated user and the specific data permissions. Common causes include:
Permission Downgrade: The user who originally connected the account has been removed from the client’s ad account or has had their role changed (e.g., from Admin to Analyst).
Account Deactivation: The specific sub-account or property (like a GA4 property) has been deleted or archived.
Token Mismatch: The authentication token is valid for the platform, but the specific "scope" of access for that data source has been revoked.
Follow these steps to resolve the issue:
Navigate to External Platform: Log in directly to the external data source (e.g., Meta Ads Manager, Google Analytics 4, LinkedIn Ads).
Locate the Source: Use the exact same email/credentials that were used to set up the connector in Alvie.
Action: * Check Access: Verify that you can still view and pull reports for the specific account or property in question.
Regain Access: If you cannot see the account, you must contact the account owner to restore your permissions.
External Steps: If you do have access on the external platform but Alvie still shows this error, try the "Add new credential" process outlined in Error 01 to refresh the permission link.
Verify: Once access is confirmed or refreshed, wait 2–5 minutes for the Alvie status to turn Healthy (Green).
Prevention & Tips To avoid seeing this error again:
Stable Roles: Ensure the account used for the connection has "Permanent" or "Admin" access that won't be affected by routine permission audits.
Notification of Changes: If an employee leaves the company or changes teams, proactively update the Alvie credentials to a current user before their account is deactivated.
Still need help? If you have confirmed you have full access on the platform but the error persists, please reach out to the Alvie support team.How to resolve this error
If you encounter any further issues or need additional assistance, please don't hesitate to reach out to the Alvie support team.