Why can't I connect my Data Source?

If you are having trouble connecting an integration to SegMetrics, this guide will help you troubleshoot the most common issues.

Common Connection Issues

1. Insufficient Permissions

Symptom: The connection fails or you see a permissions error during the OAuth flow.

Solution: Make sure you are logging in with an account that has admin-level access to the platform you are connecting. Many integrations require admin permissions to grant SegMetrics the access it needs to pull data.

• Ad platforms (Google Ads, Meta Ads): You need admin or standard access to the ad account, not just read-only.
• CRMs and ESPs: You typically need admin access or an API key with full read permissions.
• Payment processors (Stripe, etc.): You need the account owner or admin role to authorize the connection.

2. Browser Issues

Symptom: The OAuth popup window does not appear, closes immediately, or gets stuck loading.

Solution:

• Disable popup blockers for app.segmetrics.io
• Clear your browser cache and cookies
• Try using an incognito/private browsing window
• Try a different browser (Chrome is recommended)
• Disable browser extensions that may interfere with OAuth flows

3. Third-Party Access Restrictions

Symptom: You see an error about third-party access being disabled.

Solution: Some organizations restrict which third-party apps can connect to their accounts. Check with your IT admin or account owner to ensure SegMetrics is allowed. This is most common with:

• Google Workspace accounts with restricted third-party app policies
• Platforms that require whitelisting API clients

See our guide on How to Connect Integrations Through Third-Party Access for detailed steps.

4. API Key Issues

Symptom: You entered an API key but the connection is not working.

Solution:

• Verify the API key has not expired or been regenerated
• Check that you copied the full key without extra spaces
• Confirm you are using the correct type of API key (some platforms have multiple key types)
• Ensure the API key has the necessary permissions/scopes

5. Account Limits or Plan Restrictions

Symptom: The platform reports a limit or access restriction.

Solution: Some platforms restrict API access based on your plan level. Check that:

• Your plan on the platform supports API access
• You have not exceeded any API rate limits
• Your platform account is active and in good standing

6. The Integration Is Already Connected

Symptom: You try to connect but see an error that the integration already exists.

Solution: If you previously connected this integration, you may need to disconnect it first before reconnecting. Go to your SegMetrics Integrations page, find the existing connection, and remove it. Then try connecting again.

Platform-Specific Tips

Still Having Trouble?

If you have tried the steps above and are still unable to connect, please contact our support team at help@segmetrics.io. Include:

• The integration you are trying to connect
• Any error messages you see (screenshots are helpful)
• The browser you are using
• Whether you have admin access to the platform

Our team will help you get connected as quickly as possible.

Frequently Asked Questions

Q: Do I need to reconnect my integrations periodically?

A: Most integrations stay connected indefinitely. However, if you change your password on the connected platform, revoke API access, or if the platform's authentication tokens expire, you may need to reconnect.

Q: Can I connect multiple accounts from the same platform?

A: This depends on the platform. Some integrations support connecting multiple accounts (e.g., multiple Stripe accounts). Check the specific integration documentation for details.

Q: What permissions does SegMetrics need?

A: SegMetrics requests read-only access to your data in most cases. We never modify, delete, or write data to your connected platforms. The specific permissions required vary by integration.