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Reconnect a platform that stopped syncing
When a connection’s syncs fail, sign in to the platform again from the connection’s page. Its accounts, client assignments and data stay as they are.
Before you start
- Who can do this
- Agency Owner or Admin
- You need
- A login for the platform with access to the ad accounts on this connection.
- Where in Orbit
- Sidebar › Data › Integrations
Steps
Tick a step’s number when it’s done. We’ll remember where you were.
Open Integrations. A broken connection says in the Last Sync column. Hover it to read the error.
Press Manage → on that connection’s row.
In the Actions card, press . A new tab opens.
Sign in to the platform with a login that can still reach the ad accounts. You come back to the same connection page.
To sync now instead of waiting for the daily sync, open Dashboard and press next to the connection in the Data sync card.
When it worked
Orbit shows “Connection reauthenticated”. Once the next sync finishes, the Data sync card shows the connection as Synced.
If something goes wrong
You can’t see Reauthenticate.
Only an Agency Owner or Admin can reauthenticate a connection. Ask one of them.
Orbit showsReauthentication failed
Try again, and finish signing in on the platform’s page before closing its tab. If it keeps failing, email support with the status Orbit shows.
Orbit showsThis login doesn’t have access to any ad accounts. Check the account’s permissions on the platform, then try again — or reauthenticate with a different login.
Give that login access to the accounts on the platform, or press Reauthenticate again and sign in with a login that has it.
Orbit shows2 accounts no longer returned by the platform — check the connection’s accounts.
The login lost access to those accounts, or they were closed. Restore access on the platform, then reauthenticate.
It still says Failed after you reauthenticated.
Failed stays until the next sync finishes. Press Retry in the Dashboard’s Data sync card. If that sync fails too, email support with the error it shows.
How it works
Explainer: What each sync status means
Each connection has a sync status: on the Dashboard’s Data sync card, and in short in the Last Sync column in Integrations. Synced means it finished a sync in the last 24 hours. Failed and Stale are the ones to act on.
| Status | What it means | What to do |
|---|---|---|
| Synced | Finished a sync in the last 24 hours. | Nothing. |
| Syncing | A sync is running now. | Wait for it to finish. |
| Stale | Its last finished sync is more than 24 hours old. | Open the connection and check its recent syncs. |
| Failed | Its latest sync failed. | Press Retry. If it fails again, reauthenticate. |
| Never synced | It hasn’t synced yet, usually because no accounts are chosen. | Choose its accounts. |
- The Last Sync column shows a time such as “3h ago”, Syncing…, Failed or Never. Hover Failed to read the error.
- Errors are shown as the platform reported them, in the platform’s own words.
- Sync health is the share of your connections that are Synced. Failed and Stale count as issues to review. Never synced lowers the percentage without counting as an issue.
- The “Data updated” badge shows the oldest last sync among your Synced connections, so it’s only as fresh as your least fresh data.
Explainer: Why a connection stops syncing
Orbit reads your data through the login used to connect the platform. When that login can no longer reach an account, syncs fail until someone signs in again.
It usually comes down to one of these:
- The login’s password changed, or its sign-in was revoked or expired on the platform’s side.
- The login lost access to an ad account, or its permissions on it were reduced.
- The person whose login it is left your agency and their account was closed.
- The ad account itself was closed or removed.
Explainer: What reauthenticating changes
Reauthenticating signs the same connection in to the platform again. Its chosen accounts, client assignments and data stay as they are.
- It opens the platform’s sign-in for this connection, then brings you back to its page in Orbit.
- Sign in with a login that can reach the connection’s ad accounts. A different login works if it has access to the same accounts.
- It doesn’t start a sync by itself. Press Retry on the Dashboard to sync now, or wait for the next daily sync.
- Days missed while it was down fill in with the next sync if they’re within the last 7 days. Longer gaps fill in with the Sunday 90-day sync.
Limits: How often Orbit syncs, and its limits
Orbit syncs every connection once a day on its own. There’s no Sync now button: the only way to sync sooner is Retry on a connection that failed.
- Each daily sync refreshes the last 7 days, so changes the platform makes to recent days come through.
- On Sundays, the sync refreshes the last 90 days instead. History older than that isn’t refreshed on its own; email support@orbit.group if you need it.
- A connection’s first sync starts as soon as its accounts are saved with a client.
- In the + Add Connection catalog, six platforms send data to reports: Facebook Ads, Google Ads, LinkedIn Ads, Google Analytics, Shopify and Amazon Marketplace. They’re marked Syncs to reports.
- Other catalog platforms, such as Microsoft Advertising, Snapchat Ads, X (Twitter) Ads and Google Ads Manager, can be connected but send no data to reports yet.
- Retry shows on the Dashboard’s Data sync card next to a connection that failed. Anyone at your agency can press it.
Limits: Reauthenticate, don’t delete
Deleting a connection permanently removes its data from every report, and it can’t be undone. To fix a broken connection, reauthenticate it instead.
- Deleting removes the connection’s performance data, its CRM and collaboration data, and its sync history.
- Accounts keep their client in Account Mapping.
- Connecting again syncs from scratch, and history older than 90 days won’t come back on its own.
Prevention: Keep connections from breaking
A connection is only as reliable as the login behind it. These habits keep it signed in.
- Connect with a login your agency will keep, not one tied to someone who might leave. If that login goes, every account on the connection stops syncing.
- When the person who connected a platform leaves or changes their password, reauthenticate it with a current login straight away.
- Keep that login’s access to each ad account on the platform. Removing it there stops the sync here.
- Glance at the Sync health tile on your Dashboard. A broken connection shows as Failed or Stale within a day.
- Finish setup on every connection, so nothing sits at Needs accounts or Needs clients.
- Fix a broken connection by reauthenticating, never by deleting it.