Troubleshooting Data Source Re-connection
If you encounter an error while trying to reconnect a disconnected data source (like a Google Ads account), don't worry. This usually happens for one of two reasons:
Expired Credentials: The refresh token connecting us to the platform has timed out.
Missing Permissions: The user account (e.g.,
[email protected]) no longer has access to the specific data source you are trying to reconnect.
Please follow the steps below to resolve this.
Solution 1: Refresh your Credentials (Most Common)
Even if you see your email listed in the credentials list, the underlying security token may have expired. Before checking permissions, try forcing a fresh connection.
Navigate to the Data sources tab.
Locate the disconnected source and click Sign in to reconnect.
Do not select your existing email immediately. Instead, look for the option to Add new or re-connect Google Credential.
Follow the pop-up prompts to log in with your provider (e.g., Google).
Once the new login is complete, select that freshly added credential to reconnect the account.
Why did this happen? Security tokens often expire after a set period or if you change your password. Re-adding the credential refreshes this token.
Solution 2: Verify User Access
If Solution 1 did not work, the issue is likely that the specific email you are using does not have permission to view the account you are trying to connect.
Log in directly to the native platform (e.g., go to the Google Ads).
Check the Access and Security (or User Management) settings of the specific account you are trying to pull data from.
Verify that the email address you are using in Alvie for set of credentials (e.g.,
[email protected]) is listed as an added user.If the user is missing, invite them to the account.
Return to the Datasources tab and try to reconnect again.
Still having trouble?
If you encounter any further issues or need additional assistance, please don't hesitate to reach out to the Alvie support team.