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Connection Issues

This guide helps you resolve authentication and platform connection problems. If you’re having trouble connecting your advertising accounts to Whathead, find your specific issue below.

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Common Connection Problems

Problem: Connection fails when trying to link your Facebook Business Manager account.Common Causes:
  • Insufficient permissions in Facebook Business Manager
  • Ad account not properly set up in Business Manager
  • Browser blocking third-party cookies
  • Previous connection not fully disconnected
Resolution:
1

Verify Business Manager permissions

Ensure you have Admin or Advertiser access to the ad account in Facebook Business Manager
2

Check browser settings

Enable third-party cookies for the authentication flow to work properly
3

Clear previous connections

If you previously attempted to connect, disconnect completely and try again
4

Retry connection

Navigate to Settings > Integrations and click Connect for Meta
If you’re still having issues, try using a different browser or clearing your browser cache.
Problem: TikTok authentication fails or doesn’t complete.Common Causes:
  • TikTok Business Center permissions not granted
  • Ad account not active or approved
  • Authentication popup blocked by browser
  • Network connectivity issues during OAuth flow
Resolution:
1

Check TikTok Business Center access

Verify you have access to the TikTok Business Center and the ad account you want to connect
2

Allow popups

Ensure your browser allows popups from Whathead for the authentication window
3

Verify ad account status

Confirm your TikTok ad account is active and approved in TikTok Business Center
4

Complete authentication

Follow the TikTok OAuth flow completely, granting all requested permissions
Problem: Snapchat connection fails or shows an error.Common Causes:
  • Snapchat Business Manager permissions insufficient
  • Ad account not properly configured
  • OAuth token expired during connection
  • Multiple Snapchat accounts causing confusion
Resolution:
1

Verify Snapchat Business Manager role

Ensure you have the appropriate role (Admin or Advertiser) in Snapchat Business Manager
2

Check ad account setup

Confirm your Snapchat ad account is fully set up with billing information
3

Use correct account

If you have multiple Snapchat accounts, ensure you’re logging in with the correct one
4

Reconnect

Navigate to Settings > Integrations and initiate the Snapchat connection
Problem: Google Ads authentication fails or connection is rejected.Common Causes:
  • Google Ads account access level insufficient
  • Manager account vs individual account confusion
  • OAuth permissions not granted
  • Google account security settings blocking connection
Resolution:
1

Verify Google Ads access

Ensure you have Admin or Standard access to the Google Ads account
2

Check account type

Confirm whether you’re connecting a manager account or individual account
3

Grant all permissions

During OAuth flow, grant all requested permissions for Whathead to function properly
4

Review security settings

Check your Google account security settings aren’t blocking third-party app access
Problem: Platform connection succeeds but no ad accounts are available to select.Common Causes:
  • No ad accounts associated with your login
  • Ad accounts not shared with your user account
  • Permissions don’t include ad account access
  • Ad accounts are archived or inactive
Resolution:
1

Verify ad account access

Log into the platform’s native portal and confirm you can see ad accounts there
2

Check permissions

Ensure your user account has been granted access to specific ad accounts
3

Refresh connection

Disconnect and reconnect the platform to refresh the ad account list
4

Contact platform support

If ad accounts still don’t appear, contact the platform’s support to verify account setup
Problem: Previously working connection now fails or shows errors.Common Causes:
  • OAuth token expired (typically after 60-90 days)
  • Platform permissions were revoked
  • Ad account was disabled or suspended
  • Platform API changes requiring reconnection
Resolution:
1

Check platform status

Verify your ad account is still active in the platform’s native portal
2

Reconnect the platform

Navigate to Settings > Integrations, disconnect the platform, then reconnect
3

Verify permissions

During reconnection, ensure all permissions are granted
4

Test with simple action

After reconnecting, try fetching existing campaigns to verify the connection works
If your ad account was suspended by the platform, you’ll need to resolve that with the platform before reconnecting to Whathead.
Problem: You’ve connected multiple ad accounts but can’t access all of them.Common Causes:
  • Account selector not visible or not working
  • Browser cache showing stale account list
  • Connection established but account not fully synced
Resolution:
1

Refresh the page

Sometimes a simple page refresh resolves account switching issues
2

Check account selector

Look for the account dropdown in the platform connection area
3

Verify all connections

Go to Settings > Integrations and confirm all accounts show as connected
4

Reconnect if needed

If an account isn’t working, disconnect and reconnect it specifically

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Platform-Specific Connection Steps

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Meta Connection Requirements

Prerequisites:
  • Facebook Business Manager account
  • Admin or Advertiser access to ad accounts
  • Ad accounts properly configured in Business Manager
Connection Steps:
1

Navigate to Integrations

Go to Settings > Integrations in Whathead
2

Click Connect for Meta

Find the Meta/Facebook section and click the Connect button
3

Authenticate with Facebook

Log in with your Facebook account that has Business Manager access
4

Grant permissions

Approve all requested permissions for Whathead to access your ad accounts
5

Select ad accounts

Choose which ad accounts you want to work with in Whathead
Common Meta-Specific Issues:
  • Business Manager structure too complex (multiple businesses)
  • Two-factor authentication interfering with OAuth
  • Ad account spending limits reached

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What to Do If Nothing Works

If you’ve tried all the troubleshooting steps above and still can’t connect:
  1. Check platform status pages: Verify the advertising platform’s API is operational
  2. Try a different browser: Some browsers have stricter security settings that interfere with OAuth
  3. Clear browser data: Clear cookies, cache, and site data for both Whathead and the platform
  4. Check network: Ensure you’re not behind a firewall or VPN that blocks OAuth flows
  5. Contact support: Reach out to Whathead support with specific error messages and screenshots
Never share your platform login credentials directly. Whathead uses OAuth for secure authentication and never asks for your password.

Portal System Overview

Learn how platform connections work

Connecting Platforms

Detailed connection procedures

Managing Accounts

Work with multiple accounts

Initial Setup

First-time setup guide