Troubleshooting

A channel shows Needs attention

The brand shows Needs attention, and the Marketing Intelligence page says a channel needs reconnecting. This means the last data pull for that channel failed.

Select Reconnect next to the sentence under the brand name, or go to Setup > Sources > Channels.
Find the tile with the red dot. It says what went wrong in plain words, for example LinkedIn Page signed out; hover over it for the platform’s own error message.
Fix the cause in the platform if you can, for example by restoring your access.
Select Reconnect on the tile, sign in, and pick the same account. It replaces the old connection in place.
If the account isn’t offered in the picker because it’s already connected, ask an owner or admin to disconnect the channel first (the … button on the tile), then connect it again.

A channel says Needs reconnecting

This channel needs to be connected again with your own login.

Go to Setup > Sources > Channels.
Select Reconnect on the channel’s tile.
Sign in and pick the same account. It replaces the old connection in place.

If the platform sign-in didn’t complete, you’re brought back to the Setup tab with an error message at the top of Channels. Select Dismiss, then try connecting again. Make sure you approve every permission on the platform’s screen.

The picker says there’s nothing to connect

You’ve signed in with an account that can’t see the property, page or ad account, or it’s already connected to this brand. Sign in with the account that owns or manages it. Each platform guide lists the exact message and fix:

History is still loading

When you connect a channel, we pull its last 12 months. While that runs, the brand shows Loading history and a banner shows how many channels are in, for example “Loading history: 1 of 2 channels in.”

There’s nothing to do. Your first report generates on its own once the history has loaded. If you connected a new channel to a brand that already has reports, the next report includes it.

Saving a new campaign choice for Google Ads reloads 13 months of Google Ads, which takes a few minutes.

My first report hasn’t appeared

Check each of these:

Is a channel connected? The Reports tab says “No channels are connected yet” if not. See Connecting channels.
Is history still loading? The first report waits for it. See History is still loading.
Is your subscription active? If the brand page says “No Digital Marketing subscription yet”, scheduled reports, alerts and the digest are off. See Getting started.
Is it still generating? On the Reports tab, Queued or Generating means it’s on its way. Reports take a few minutes.

The monthly report didn’t arrive on the 2nd

Check your subscription is active on the Organisation page. If a payment failed, update your card. See If a payment fails.
Check the brand isn’t showing Needs attention.
You can re-run the month yourself from the Reports tab. See Re-run a month.

A report shows Failed

Re-run the same month from the Reports tab. If it fails again, check for channels showing Needs attention, then contact us through Support.

Data is missing from a report

A channel isn’t in the report. Check it’s connected to this brand and its dot is green, not Loading history or red.
I connected a channel, added keywords or entered figures after the report landed. Re-run the month to include them.
Google Ads spend looks low. Check which campaigns are ticked. See Choose campaigns.
No keyword rankings or share of voice. These need Professional or Strategic, keywords added, and at least one check. See Keywords.
Keyword suggestions are thin or off target. Suggestions come from Search Console, Google Ads and your website. Connect Search Console and Google Ads, check your brand’s Website is set, then edit the Sectors and select Regenerate. See Get suggested keywords.
A competitor / peer has no numbers. Their numbers start the day after you add them. Adding their Instagram handle and website gives us more to track.
A column is missing from the Competitors / Peers table. Columns with no figure for anyone are left out until the first reading comes in. Site speed and new pages come from a weekly check of each website, so they need a website on the business.
No Technical SEO section. It appears after your website’s first weekly scan. Check your brand has a Website set. See Technical SEO.
No Backlinks section. It needs Professional or Strategic, a Website on the brand, and a reading, which is taken on the 1st of each month. Select Check now under Setup > Watchlist > Backlinks to take one straight away, then re-run the month. See Backlinks.
Keywords show “after first check” or “no data” under Monthly searches. Monthly searches fill in with the keyword’s first rankings check. “No data” means Google reports no figure for that phrase. See Monthly searches.
No benchmarks. These need Professional or Strategic and enough businesses in your category. See Benchmarks.
Facebook or Instagram videos aren’t listed separately. Turn on Top videos.
No Client Feedback section. It needs survey responses dated in the 12 months to the report month. Upload them, then re-run the month. See Upload client survey and NPS results.
Client Feedback doesn’t include responses I just uploaded. Reports already made keep what they showed. Re-run the month to include them.

Numbers don’t match the platform

Small differences are normal. They usually come from date ranges, time zones, when follower counts are taken, or the platform updating recent figures. See Why numbers can differ from the platform.

Numbers don’t match between two reports

Every report uses the figures kept with each month’s own report. See One set of figures per month.

One report is marked “Figures updated since this report ran”. The month’s figures changed after that report was made. Select Re-run free on the Reports tab.
The report was made before 21 October 2026. Earlier reports used the latest data each time they ran. Re-run the month to bring it into line.

I can’t see a button

Some actions depend on your role in the organisation:

Action	Who can do it
Subscribe, manage the subscription, see invoices	Owner, admin, billing
Add or remove a brand	Owner, admin
Connect channels, add competitors / peers and keywords, re-run reports, update actions	Owner, admin, member
Disconnect channels, write the brief, set report options and Slack	Owner, admin

Viewers can see the brands and reports but can’t change anything.