Connections and Integrations — Troubleshooting

Error: "Token has expired. Reconnect the source"

Message: Token has expired. Reconnect the source.

What it means: The external service's authorization token (Google, Meta, etc.) is no longer valid. LightLead cannot fetch data from this source until you refresh the permissions.

Possible causes:

• The token has a limited lifetime and wasn't refreshed automatically
• You changed the password for your account on the connected service
• You revoked LightLead's access in the external service's security settings
• The corporate account administrator changed access policies

What to do:

1. Go to "Integrations" → select the problematic source
2. Click "Reconnect"
3. Go through the authorization process again on the external service
4. Make sure you granted all requested permissions
5. Wait for the "Source successfully connected" message

Retry the run: yes (restart the report after reconnecting)

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: Source name, error time, screenshot of the error, date and time of reconnection.

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Error: "Invalid credentials. Check your login and password"

Message: Invalid credentials. Check your login and password.

What it means: The credentials saved for this connection are no longer accepted by the external service.

Possible causes:

• The password was changed since the last connection
• The account on the external service was blocked or deleted
• Two-factor authentication is enabled, but the connection method doesn't support it
• The login was changed by an administrator

What to do:

1. Try logging in to the external service directly (not through LightLead), using the same credentials
2. If login fails — reset the password on the external service
3. Return to LightLead, delete the current connection and create a new one
4. Use up-to-date credentials when creating the new connection

Retry the run: yes

Reconnection required: yes (delete the old one and create a new one)

When to contact support: If you're sure the credentials are correct but the error persists — the issue might be on the external service's API side.

What to send: Source name, connection type (OAuth/login-password/API key), error time, screenshot of the error.

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Error: "Server response timed out"

Message: Server response timed out. Try again later.

What it means: LightLead sent a request to the external service but didn't get a response within the allotted time (usually 60 seconds). The connection was interrupted by the timeout.

Possible causes:

• The external service is overloaded and responding slowly
• The volume of requested data is too large for a single request
• Network issues between LightLead's servers and the external service
• A temporary outage on the external API's side

What to do:

1. Wait 5–10 minutes and try again
2. If the error occurs when loading a large volume of data — try narrowing the date range or the set of metrics
3. Check the external service's status on their status page (e.g., Google Ads Status Dashboard, Facebook Business Status)
4. Try running the operation at an off-peak time

Retry the run: yes

Reconnection required: no

When to contact support: If the error persists for more than 30 minutes while the external service's status is normal, or if the timeout happens consistently for one specific source.

What to send: Source name, error time, the date range and metrics you were requesting, screenshot of the error.

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Error: "Request limit exceeded. Try again later"

Message: Request limit exceeded. Try again later.

What it means: Too many requests were sent to the external API in a short period. The external service has temporarily blocked further requests from LightLead.

Possible causes:

• Multiple reports with the same source were run simultaneously
• The report auto-restarts on a schedule with a very short interval
• Several users in the same workspace are requesting data at the same time
• An aggressive refresh strategy in the report settings

What to do:

1. Wait for current requests to finish — check whether there are active background tasks
2. Wait 1–5 minutes (the time depends on the external API) and retry the request
3. Increase the interval between requests in the report settings
4. If using a schedule — increase the interval between runs to at least 1 hour
5. Reduce the number of metrics or narrow the date range to reduce the number of API calls

Retry the run: yes (after a pause)

Reconnection required: no

When to contact support: If the error occurs even on a single run after a long pause (more than 1 hour), or if you believe your request volume shouldn't exceed the limits.

What to send: Source name, error time, approximate number of requests (reports) run in the last hour, screenshot of the error.

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Error: "Insufficient access permissions. Contact your administrator"

Message: Insufficient access permissions. Contact your administrator.

What it means: The account used for the connection doesn't have the necessary permissions to access the requested data on the external service.

Possible causes:

• You connected a personal account rather than the ad account's business account
• Your role on the external service doesn't include access to the needed resources
• The external service's administrator changed your permissions
• Access to some sections (e.g., financial data) requires elevated permissions

What to do:

1. Open the external service and check your role: you need "Administrator" level or "Analyst" with full access
2. Verify that the business account/ad account is connected, not a personal profile
3. Ask the external service's administrator to upgrade your permissions
4. After the permission change — reconnect the source in LightLead
5. Make sure you confirmed all requested permissions during reconnection

Retry the run: yes

Reconnection required: yes (after receiving permissions)

When to contact support: If you're sure you have all the necessary permissions but the error persists — the issue may be in the permission mapping between LightLead and the external service's API.

What to send: Source name, your role on the external service (screenshot), name of the resource you can't access, error time, screenshot of the error.

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Error: "Failed to establish a secure connection"

Message: Failed to establish a secure connection. Try again later.

What it means: The TLS handshake with the external API server failed. The connection cannot be established at the transport level.

Possible causes:

• An issue with the external service's SSL/TLS certificate (expired, revoked)
• A corporate proxy server is intercepting HTTPS traffic
• Antivirus or firewall is blocking the outbound connection
• A temporary network glitch

What to do:

1. Wait 5–10 minutes and try again — this is often a temporary issue
2. Check the external service's status on their official status page
3. If you're on a corporate network — contact your system administrator to check the proxy and firewall
4. Try connecting to LightLead from a different network (e.g., via mobile internet)

Retry the run: yes

Reconnection required: no

When to contact support: If the problem persists for more than 1 hour, and other external services connect normally.

What to send: Source name, error time, your network type (corporate/home/VPN), screenshot of the error.