Troubleshooting Your Connections (FAQs)

This guide addresses common questions and issues you might encounter when managing your connected accounts.

I've connected my account, but the chat doesn't recognize it. What should I do?

If you've successfully connected an account but are having trouble accessing its data, please try these troubleshooting steps:

1. Check if the Account is Enabled: Go to Settings -> Integrations. Find the account in the list and ensure that its status is Enabled. If it's disabled, click the Enable button.

2. Verify the Correct Account: During the connection process for platforms like Google and Meta, you may have multiple accounts to choose from. Double-check that you selected the correct ad account or GA4 property.

3. Check Shopify URL: For Shopify connections, ensure the URL you entered is your unique .myshopify.com domain and not a custom domain.

4. Reconnect the Account: As a final step, try removing the account by clicking the X icon in the Integrations menu, and then go through the connection process again.

I keep being asked to connect a new account even though I've already connected one. What should I do?

If you have already connected an account but are being redirected to add a new connection, the most likely cause is that your connected ad account is not yet enabled. Go to Settings -> Integrations and enable at least one ad account for the relevant platform. Once an account is enabled, the connection selector will recognise your existing connection and stop prompting you to reconnect.

I have reached my account limit. What now?

If you receive a notification that you have reached your account limit, it means you have connected the maximum number of accounts allowed by your current plan (e.g., 5 accounts per platform on the Free plan).

If you believe you have reached your limit unexpectedly, this may have previously been caused by canceled or incomplete OAuth authorization attempts being counted as connected accounts. This issue has been fixed — only fully completed account connections now count toward your plan limit. If your count still appears incorrect, try removing any unintended accounts from Settings -> Integrations and reconnecting.

To connect more accounts and unlock higher ad spend limits, you will need to upgrade your plan. Upgrading to a Pro or Max plan provides significantly more capacity, access to the GoMarble AI Agent, and a suite of advanced features. You can manage your subscription by going to Settings -> Billing.

Can I share my connected accounts with a team member?

Each GoMarble AI account is designed for individual use. For security reasons, we strongly recommend against sharing your login credentials with others.

While we are working on a dedicated feature for teams, the best way to collaborate currently is by using the Share feature on your reports. You can generate a public link to a live report or download a PDF, allowing you to easily share insights with your colleagues and clients.