Troubleshooting

Common issues and how to resolve them.

Platform connection issues

"Connect" button is not visible

The connect button is hidden when the platform is not included in your current plan.

Fix: Upgrade your plan under Settings → Billing.

Platform shows a token warning or "Requires reconnection"

OAuth tokens expire or are revoked when you changed your Google or Meta account password, revoked ReportsMate's access, or the token reached its maximum lifetime (Meta tokens expire after ~60 days).

Fix:

1. Go to Clients → [Client Name] → Platforms.
2. Find the platform showing the warning.
3. Click Reconnect and complete the OAuth flow again.

You do not need to delete and re-add the platform. Reconnecting updates the token while keeping all existing settings.

Connected a platform but no resources appear in the dropdown

The Google or Meta account used to connect does not have access to the required resources.

If the account has access but resources still do not appear, disconnect and reconnect the platform.

Report issues

Report not sending

Check in order:

1. Schedule is active — Confirm the schedule status is Active on the client's Schedule tab.
2. Platform tokens are healthy — Check the client's Platforms tab for any token warnings. Reconnect flagged platforms.
3. Client status is active — Archived clients do not receive reports.
4. Subscription is active — Go to Settings → Billing to check your subscription status.
5. Check the email log — Go to Email Logs and filter by client to see any send attempts and errors.

Report was sent but recipient did not receive it

1. Ask the recipient to check their spam or junk folder.
2. If on a custom sending domain, verify all DNS records are correctly configured (SPF, DKIM, DMARC).
3. Confirm the recipient email address on the client record is correct.

Platform section shows zero data

A platform section only appears if it had activity in the report period. Zero data can be caused by:

• No activity in the period — campaigns paused, no website traffic. This is accurate data.
• Wrong resource connected — check that the correct property, account, or location is selected.
• Tracking not set up — for GA, confirm the GA4 tag is installed and firing.
• New connection — most platforms only return data from after the connection was established.

Google Search Console shows zero on daily reports

This is expected. Google Search Console has a 2–3 day data processing lag. Data for a given day is not available until 2–3 days later.

ReportsMate automatically shifts daily report query dates back by 3 days to compensate. If you are still seeing zero, there may have been genuinely no search activity in that period, or the property has very little traffic.

Weekly and monthly reports are not affected.

Cross-platform section is not appearing

The cross-platform section requires both Google Ads and Meta Ads to have non-zero spend in the report period. If either platform had zero spend (e.g. campaigns paused), the section is hidden.

Verify that both platforms had active spend by checking the individual platform sections of the report.

Email delivery and branding

Emails are going to spam

1. Verify all three DNS records are correctly configured: SPF, DKIM, and DMARC.
2. If using Cloudflare, ensure the DKIM CNAME record is set to DNS only (grey cloud), not proxied.
3. Check that your domain does not have an overly restrictive DMARC policy (p=reject) blocking new sending sources.
4. Ask your client to mark the report email as "Not spam" to train their email provider.

Custom sending domain stuck on "Verifying" or "Failed"

DNS propagation can take up to 48 hours. If still failing after 48 hours:

1. Re-check the exact DNS record values in Settings → Sending Domain.
2. Confirm the records were added with no extra spaces and the correct record type.
3. If using Cloudflare, set the DKIM CNAME to DNS only (not proxied).
4. If you have an existing SPF record, add ReportsMate's include directive to it rather than creating a second SPF record.

After correcting DNS records, click Verify Domain again.

Account and billing

Cannot add more clients

You have reached your plan's client limit. Archive or delete clients you no longer need, or upgrade under Settings → Billing.

Cannot invite team members

Team members require Professional or above. Starter plans are single-user only. If you are on Professional and have reached the 5-member limit, upgrade to Professional Plus.

Downgrade is not taking effect

Downgrades take effect at the end of the current billing period, not immediately. If your usage exceeds the lower plan's limits, you must reduce usage (archive clients, remove members) before the downgrade date.