An ad account can lapse when its connection to CreativeX breaks. When this happens, CreativeX stops receiving new data for that account.
This article explains why lapses happen, what to look for across different platforms, and how to take action quickly to restore your data flow.
What causes an ad account to lapse
Most lapses occur after a change in permissions or account structure. These changes often happen outside CreativeX, which makes it easy to miss them until data stops updating.
Common causes include:
- Permission level changes: A change in access within your ad account manager, such as a shift in media agency ownership
- No account activity: A long period without activity in the ad account
- Account inactivity in Business Manager: The account is marked as inactive at the platform level
When a lapse occurs, CreativeX sends a notification to the user who originally connected the account. Your team can also add additional users to receive these alerts, which helps ensure someone can take action quickly.
Platform-specific reasons for lapsing
Each platform has its own structure and permission model. As a result, the exact reason for a lapse can vary depending on where the account lives.
Meta
- Permissions are revoked from CreativeX (ID 251399878599777)
- The connecting user’s permissions are downgraded
- Ownership of the account transfers to a new email address
Google Ads
- The account moves out of an MCC (My Client Center) into a new location
- The user revokes access from CreativeX integrations
- The MCC structure changes or reorganizes
DV360
- An authorization error occurs
- The connecting user’s permissions change after setup
- The advertiser no longer exists or is removed
How to reconnect your ad accounts
If you have the correct permissions, you can reconnect a lapsed account directly in CreativeX. The process may vary slightly depending on the platform, but the overall approach remains the same.
Start by reviewing any notification emails from CreativeX or the ad platform. These messages often explain why the connection lapsed and what steps you need to take next.
Then follow the relevant reconnection steps for your platform:
- Open your CreativeX account and navigate to Connections and Ad Accounts
- Look for accounts marked as needing reconnection
- Follow the platform-specific prompts to restore access
For detailed, step-by-step instructions by platform, refer to the relevant reconnection guides here.
Once the connection is restored, CreativeX will resume data collection. Your reports will begin to reflect the latest available activity again.
Please contact support@creativex.com if you have more questions.