Ad Accounts — Troubleshooting

Error: "Token has expired. Reconnect the ad account"

Message: Token has expired. Reconnect the ad account.

What it means: The ad platform's authorization token (Meta, Google Ads, TikTok, etc.) is no longer valid. LightLead cannot fetch data until you refresh the permissions.

Possible causes:

• The token's standard lifetime expired and automatic refresh didn't work
• You changed the password for your account on the ad platform
• You revoked LightLead's permissions in the ad account's security settings
• Business settings changed (Business Manager, Google MCC, etc.)

What to do:

1. Go to "Integrations" → select the problematic ad account
2. Click "Reconnect"
3. Go through the full authorization process on the ad platform
4. Make sure you selected the correct account (not a personal profile, but the business account/ad account)
5. Wait for the "Connected" status
6. Restart the report

Retry the run: yes

Reconnection required: yes

When to contact support: If the error recurs within an hour after reconnecting, or if the reconnect button is inactive.

What to send: Ad platform name, ad account ID, error time, time of last reconnection, screenshot of the error.

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Error: "Ad account not found or has been deleted"

Message: Ad account not found or has been deleted.

What it means: The ad account the connection was configured for no longer exists on the ad platform.

Possible causes:

• The account was deleted manually in the ad platform's settings
• The account was deactivated by the ad platform for a policy violation
• The account was moved to a different Business Manager (Facebook) or MCC (Google Ads)
• The inactivity limit was exceeded, and the account was automatically closed

What to do:

1. Log in to the ad platform directly and check the account status
2. If the account is deactivated — follow the platform's instructions to restore it
3. If the account was deleted with no way to restore it — create a new one
4. If the account was moved — find its new ID
5. In LightLead, delete the old connection and create a new one with the current account

Retry the run: no (the old account is unavailable)

Reconnection required: yes (create a new connection)

When to contact support: If the account is definitely active and accessible on the ad platform, but LightLead doesn't see it.

What to send: Ad account ID, screenshot of the account status from the ad platform, error time, screenshot of the error.

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Error: "No access to Ads Manager. Check user permissions"

Message: No access to Ads Manager. Check user permissions.

What it means: The account used for the connection doesn't have permissions to manage the ad account or access Ads Manager data.

Possible causes:

• A personal Facebook profile was connected instead of a business account with ad account permissions
• Your role in Business Manager is "Analyst" or "Advertiser" without access to settings
• The Business Manager admin changed your permissions
• For Google Ads: the account isn't linked to an MCC or has read-only access

What to do:

1. Log in to Business Manager (Meta) / Google Ads MCC / TikTok Ads Manager
2. Check your role: for the integration to work correctly you need at least "Ad account administrator" or "Standard access with full permissions"
3. If your permissions are insufficient — request an upgrade from the administrator
4. After receiving the permissions — reconnect the source in LightLead
5. During authorization, make sure you selected the correct account and confirmed all requested permissions

Retry the run: yes

Reconnection required: yes (after receiving permissions)

When to contact support: If you have administrator permissions but the error persists, or if you can't identify the ad account's administrator.

What to send: Ad platform name, ad account ID, your role in Business Manager / MCC (screenshot), error time, screenshot of the error.

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Error: "Entity not found. The campaign, ad group, or ad may have been deleted"

Message: Entity not found. The campaign, ad group, or ad may have been deleted.

What it means: The report specifies a filter for a specific campaign, ad group, or ad, but that entity no longer exists in the ad account.

Possible causes:

• The campaign was deleted or archived
• The ad was rejected during moderation and removed
• The campaign expired and was automatically archived
• The entity was renamed, but the filter references the old name

What to do:

1. Open the ad account and check whether the specified entity exists
2. Check the archive — the campaign might be there and can be restored
3. In the report settings, remove the filter for this entity or select a current one
4. If the entity was permanently deleted — exclude it from the report filters
5. Save the changes and restart the report

Retry the run: yes

Reconnection required: no

When to contact support: If the entity definitely exists and is accessible in the ad account, but LightLead doesn't see it.

What to send: Entity ID, entity name, entity type (campaign/group/ad), a screenshot from the ad account confirming it exists, error time, screenshot of the error.

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Error: "Too many requests. Ad platform API limit exceeded"

Message: Too many requests. Ad platform API limit exceeded.

What it means: Too many requests were sent to the ad platform's API in a short period. The platform has temporarily blocked further requests.

Possible causes:

• Multiple simultaneous reports against the same ad account
• Report scheduling is set with too short an interval
• The report requests high-granularity data over a large period
• Several workspace users are requesting data simultaneously

What to do:

1. Immediately stop all active requests to this account in LightLead
2. Wait at least 5 minutes (Facebook) or 1 minute (Google Ads) — the block duration depends on the platform
3. Increase the interval between scheduled report runs to at least 1 hour
4. Stagger runs of different reports over time (e.g., 15-minute intervals)
5. Reduce the number of metrics in the report or narrow the date range

Retry the run: yes (after a pause)

Reconnection required: no

When to contact support: If the error occurs on a single run after a long pause (more than 1 hour), and the volume of data requested is reasonable.

What to send: Ad platform name, ad account ID, number of reports run in the last hour, schedule interval, error time, screenshot of the error.

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Error: "Incompatible metrics and breakdowns. Change the field set in the report"

Message: Incompatible metrics and breakdowns. Change the field set in the report.

What it means: The selected combination of metrics (impressions, clicks, conversions) and breakdowns (campaigns, age, gender, geo) cannot be requested in a single API call due to the ad platform's restrictions.

Possible causes:

• Facebook Ads doesn't allow certain metrics to be requested together with an age and gender breakdown
• In Google Ads, some metrics aren't available in combination with certain segments
• Metrics from different levels were selected (e.g., campaign level + ad level in the same row)

What to do:

1. Remove one of the conflicting breakdowns from the report (usually demographic ones: age, gender)
2. Or remove the conflicting metrics and keep the breakdown
3. Create two separate reports: one with demographic breakdowns, another with performance metrics
4. Save the changes and restart the report

Retry the run: yes

Reconnection required: no

When to contact support: If you can't determine which specific fields conflict, and trying different combinations doesn't help.

What to send: Ad platform name, list of metrics in the report, list of breakdowns (segments), error time, screenshot of the error.