Troubleshooting connections

Where you see connection status#

Status of each connection and last update is in the Integrations section (left menu, plug icon) — in the Data updates block is a table with the history of recent runs and their status:

• Success — data load went through without error
• In progress — Margly is currently pulling
• Sync error — load failed
• Partial — some data was pulled, some failed

Below it is a log of recent syncs with times and details.

Most common causes of failure#

Invalid API key or OAuth token#

The token was deactivated, deleted, or its validity expired. Margly can't log in to the platform.

What to do:

1. Open the platform administration (Shoptet, Google Ads, Meta, Sklik, Heureka).
2. For platforms with API key (Shoptet, Sklik, Heureka) generate a new key and paste it into Margly in Integrations → [platform].
3. For OAuth platforms (Google, Meta, Upgates / Shopify add-on) click Reconnect (or reinstall the add-on at Upgates / Shopify) and go through OAuth again.

Insufficient permissions#

The token is valid, but Margly doesn't have permission to a specific resource. Typical for Google Ads Manager (MCC) or Meta Business Manager, where the user isn't added as an authorized manager of the ad account.

What to do:

1. In the platform check that your account has at least read permission for the given ad account / property.
2. If managed by an agency, ask them to add permission.
3. In Margly disconnect and reconnect. Google OAuth on new login re-invokes the consent screen; if you have multiple Google accounts signed into your browser, the account selection will also appear.

Wrong CSV feed URL#

The Shoptet CSV feed URL (orders / products / customers) you pasted into Margly is unavailable. This concerns exclusively Shoptet connection via CSV feeds — for connections via API key, or for Upgates / Shopify (via add-on), you don't enter any URL into Margly.

What to do:

• The private Shoptet feed URL must contain a secret token that Shoptet creates when generating the feed — without it Shoptet refuses to deliver the feed.
• In the Shoptet administration for the given export section, the "Allow only from a specific IP address" (for products) and "Permanent link" (for orders and customers) restrictions must not be checked.

Rate limit exhausted#

The external platform temporarily blocks you due to too many queries. Margly retries within the running call with delays in the order of seconds — specifically:

• Sklik and Heureka: delays 1, 3, 10 seconds (up to 3 attempts)
• Meta: delays 5, 15, 60 seconds (up to 3 attempts)
• Shoptet: exponential delays capped at 60 seconds (up to 3 attempts)

What to do:

• Usually nothing — Margly resolves it within the current run by itself. If the limit persists, the rest is pulled at the next scheduled load according to your tier.
• If the error repeats daily, write to support@margly.io.

Platform outage (error on the provider side)#

The external platform (Shoptet, Google, Meta, …) has an outage or temporary error. It's not a Margly bug.

What to do:

• Wait. Margly will automatically retry at the next scheduled load according to your tier (Starter 1×/day, Professional 2×/day, Business / Enterprise / Trial 4×/day).
• For reassurance check the status page of the given platform (e.g., status.cloud.google.com for Google services).

Timeout / long-running query#

A large e-shop or weaker API platforms cause the load to not finish in the time window. Margly creates an in-app notification about the failure — max 1× per day per e-shop, regardless of how many slots and how many data types (orders / products / customers) failed that day. We don't send email in this case.

What to do:

• If one-off, ignore — Margly will catch it at the next scheduled load.
• If repeatedly, write to support@margly.io — we can deploy smaller batches of loading for your e-shop.

What to do when Margly doesn't see all data#

Older orders missing#

Margly on first connection pulls history of varying length depending on the platform:

What to do:

• If you need longer history, contact support@margly.io — we'll go through options individually.

Product purchase prices missing#

Margly reads purchase prices exclusively from the connected e-shop (Shoptet, Upgates, Shopify). If you don't have them filled in there, gross margin comes out artificially high — typically 100 % (revenue minus zero), or instead of a percentage the dashboard shows a dash "—".

What to do:

• Fill in purchase prices in your e-shop administration. Margly will pull them at the next data load. Manual entry of purchase prices in Margly is not available.

Conversions missing for ad campaigns#

For per-campaign results (revenue from a campaign, ROAS, POAS, PNO) you must have conversion tracking deployed directly in the ad platform:

• Google Ads — conversion pixel or Google Tag Manager with a "Purchase" conversion action.
• Meta Ads — Meta Pixel with the Purchase event on the e-shop (optionally Conversions API).
• Sklik — Sklik conversion code with order value transfer (without it conversions are counted, but Sklik won't report revenue).
• Heureka — conversion measurement in the Heureka administration (without it the Heureka API returns zero orders and revenue, even if Margly is correctly connected).

Google Analytics 4 adds in the dashboard a view of aggregated traffic sources (how many orders came from google / cpc, organic, direct, etc.). For per-campaign attribution the conversion tracking of the given ad platform serves, not GA4.

How to manually launch a data load#

A manual load is started directly from the card of the specific integration in the Integrations section (not from the "Data updates" block, which only displays history):

• Shoptet, Upgates, Shopify — in the e-shop integration section, each data type (orders / products / customers) has its own button. The label changes by state ("Run" / "Sync in progress" / "Retry" / "Done").
• Sklik — in the Sklik card the Update data button.
• Heureka — in the Heureka card the Synchronize button.
• Google and Meta — Margly updates only automatically, no separate button in the UI.

When to contact support#

Write to support@margly.io if:

• The error repeats 3+ days in a row.
• Data load runs longer than 30 minutes without a result.
• You see data that clearly doesn't match (e.g., revenue at zero even though you have orders in the e-shop).
• A complete platform you need to connect is missing in Margly.

In the email include: e-shop name, platform, time range of the problem, screenshot of the error.

What's next#

• Data sync — when data is automatically loaded
• First data load — what happens right after connection