No software company can honestly promise 100% uptime, all the time. While it's impossible for any service (digital or otherwise) to be available every minute of every day, we strive for excellence in uptime and service quality.

We've seen full and partial outages in every possible way, both on our own platform and on other platforms across the digital marketing world. Huge worldwide services have gone offline for hundreds of millions of users, entire countries have lost internet access, and countless other issues have affected countless platforms for countless users.

AgencyAnalytics has been around for over 10 years, and we've continually built on our knowledge and experience by implementing stringent checks and procedures to minimize data omissions and outages. In most cases, you can expect class-leading uptime for your data, but you will inevitably encounter periods when it is temporarily unavailable, especially when we rely on dozens of other platforms to deliver it.

In almost all cases, only the first point is within our control. We can't fix Google's API bugs, we can't circumvent Meta's strict user permission requirements, and if your ad blocker is hijacking what your browser displays, you'll need to turn it off.

That said, we're here to assist as best we can. Our support team can offer advice on permission issues, localized user issues, and many other problems, and we've built our platform to overcome API issues so that almost all missing data reappears automatically. Your data will load as soon as it becomes available, even in web reports that were emailed while an integration was down.

As per our terms, we do not provide compensation or refunds when data is unavailable. Based on all of the above, it's impossible for any service to assure your data will always be available.

Importantly, though, we're always working hard behind the scenes to minimize issues. Most of the time, you won't even notice because our team prevents many issues before they occur through constant proactive platform updates, security checks, 24-hour monitoring, maintenance, QA, and more. We're alerted as soon as something major goes down, and we work hard, day and night, to bring back your access whenever it's within our control.

At the end of the day, we want to give our users the best service available. Our planning, engineering, sales, onboarding, customer service, and company culture all push toward the collective goal of making our platform the best it can be for digital marketing agencies. If we're not achieving this, we want to hear about it.

Several common scenarios can cause customers to see a difference between the data we display and the data showing on their end. Here's how to troubleshoot the situation.

AgencyAnalytics can only report the data we receive from third-party tools via the API. When data appears incorrect in your AgencyAnalytics account, the first troubleshooting step is to check the native third-party integration.

For example, if your Google Ads data doesn't look right, start by logging in to your actual Google Ads account to compare the data.

If the data on the native third-party platform matches what AgencyAnalytics reports, there's no further troubleshooting we can do on our end. For any further questions in these cases, contact the native integration's support team or post in their support forums.

If the data in the third-party platform does not match what you're seeing in your AgencyAnalytics account, continue reading for additional troubleshooting steps.

One common cause of discrepancies is a mismatch in date ranges. Make sure the date range selected in AgencyAnalytics matches the exact start and end dates used in the native platform. For example, when comparing February to January, both platforms should use the same period to align metrics.

Many metrics have similar names but are calculated differently. For example, in your native Facebook (Meta) Ads business manager account, you'll find metrics named Clicks, Link Clicks, Website Clicks, and Total Clicks, each of which is measured differently and describes a different data point.

For instance, in Google Ads, the conversion rate is calculated as conversions divided by ad interactions (over the same time period), multiplied by 100. Here, "ad interactions" typically refers to measurable actions, such as clicks, for Search or Display campaigns. This highlights the importance of understanding how metrics are defined and calculated in each platform.

If you're looking at Clicks in the AgencyAnalytics Facebook Ads integration but comparing it to the Link Clicks metric in your native Facebook Ads account, the data won't match, since our Clicks metric actually pulls from the Total Clicks metric in Facebook Ads.

Any time the data doesn't seem to match, make sure you're comparing "apples to apples" and using the exact same metric on both sides.

A few common situations have their own dedicated troubleshooting steps:

If you've changed your native account's currency after adding your integration, you might need to reintegrate it for the change to take effect.

Step 1: Head over to your Client's Data Sources section and click the Connect Data Source button in the top right.

Step 2: Find the card for the data source you want to update by scrolling or typing in the search bar.

Step 3: Re-select your account and connect it to your Client.

You won't lose your data. Your currency should now match that of your native account.

AgencyAnalytics displays your integration dashboards and widgets in the same currency as your native account. For example, if the currency in your Facebook Ads native account (at business.facebook.com) is set to Euros, we'll show the same currency symbol in your AgencyAnalytics Client (€).

If you've recently changed the currency in your native account, you'll need to reconnect your integration for the change to take effect.

Common causes include system issues on our end, integration outages or errors (the most common cause), password or permission changes, localized issues like browser problems or ad blockers, malicious activity, or large-scale technical outages. Only system issues on our end are within our control to fix directly.

Integration disconnects can happen for a number of reasons. Some of those include:

If an integration disconnects, Reauthorize or Reconnect the Data Source.

Many metrics share similar names but are calculated differently between platforms. Always confirm you're comparing the exact same metric and date range on both AgencyAnalytics and the native platform.

No. Reconnecting to update your currency will not cause you to lose your existing data.

Contact our support team so we can help investigate further.

If you've tried everything above and are still having issues, please contact our friendly support team by following these instructions! We're available 24/5 to help 😄