Common Data Source Errors/Inconsistencies

Below is the list of the most common errors or inconsistencies that occur with Data Sources and possible solutions. This list will be updated as needed.

1. My Data Source doesn't appear to update regularly. What can I do?

If the issue is that the data source has disconnected (Admins and Managers will see a red alert notification on the Data Sources tab in the left-hand navigation then first, re-add your data source

Re-add your Data Source using the "Sync New Data Source" button. Advertising platforms can stop an access token from working. Adding the Data Source again will renew the access token and re-establish a successful connection. 

If the issue is that the data source has a last updated date in the past, but the data source is active, do not worry!

The last updated date for a "Data Source" is the last date the Ad Platform data source was checked for any new accounts. It has no impact on your campaign's cost and metrics pulling into Shape so long as your data source and accounts are still active and you have the correct permissions to manage them.

To update the "Last Updated" date:

1. Click on a budget
2. Navigate to the "Add & Remove Campaigns" budget near the top of the screen.
3. On the "Add & Remove Campaigns" form, click the data source tab near the top of the form
4. Click the purple cloud/arrow icon to the right of the data source name.
5. Shape will pull any new accounts into the Data Source and update the "Last Updated" date.

2. I just added a new account or campaign on an advertising platform, but Shape is not displaying them yet. How do I add my new account or campaigns to a Shape Budget?

• Navigate to the Budget Designer form. 
  • If you're creating a new budget, you can "Create a Budget" from the dashboard directly or navigate to a client to  "Create a Budget."
  • If you're adding campaigns to an existing Budget, navigate to the "Budget" and click "Add & Remove Campaigns."
• Navigate to the  "Add Campaigns" screen. You'll see three tabs: Data Sources, Accounts, Campaigns

Pull in New Account

• If you're not seeing the account you're hoping to find, first select a data source.
  • In the right-hand corner of the screen, there will be a cloud icon with an arrow. 
    • Click this to pull all your new accounts to pull into the selector.
    • You will receive an alert notifying you how many new accounts were pulled in.

Pull in New Campaigns

• If you're not seeing the campaigns you're hoping to find, select the account the campaigns belong to.

• You'll have the same option to "refresh" the account and pull any new campaigns in using the cloud/arrow icon. 

3. Shape won't allow me to take certain actions on a campaign from a data source. Help?!

First, confirm that you have administrative access to the advertising account under which the campaign falls. This is especially important for Facebook and Google accounts. It's important to have "Admin" permissions for Google and "Ad Account Admin" permissions for Facebook for reporting and our budget automation features, such as AutoPilot, to work correctly.

Helpful Links

• Data Sources (Platform)