Common Issues

Connection issues

I signed in with OAuth but my ad accounts don't appear in the dropdown

This usually means your Snapchat account doesn't have permission to manage ads. Verify:

1. You're logged into Snapchat Ads Manager (not just Snapchat social)

2. Your account is assigned an admin or analyst role at the organization or account level

3. At least one ad account is active and not archived

If you manage multiple organizations, you may need to re-authorize and select the correct organization during the OAuth flow.

Authorization keeps failing or timing out

Try these steps:

1. Clear your browser cookies for both Coupler.io and Snapchat

2. Log out of Snapchat Ads Manager and log back in

3. Start the OAuth flow again from Coupler.io

4. If you use single sign-on (SSO) or two-factor authentication, make sure it's enabled on your Snapchat account before authorizing

If it still fails, wait a few minutes and try again—Snapchat's OAuth endpoints occasionally experience brief delays.

Missing data

My data flow runs but returns empty or very few rows

Common causes:

1. Date range issue: Check that your start date is before your end date and that campaigns actually ran during that period

2. Wrong report type: "List" reports (List of Campaigns, List of Ads) don't include metrics. If you need metrics, choose a performance report instead

3. No historical data: If a campaign just launched, it may not have data yet. Snapchat typically shows data 24–48 hours after ads go live

4. Advanced filters: If you've applied filters, verify they match your campaign structure (e.g., if you filter by campaign name, make sure the name matches exactly)

Run a manual test with a broader date range (e.g., last 90 days) to check if data exists at all.

Campaign or ad names aren't showing in my data

Snapchat's API sometimes returns campaign or ad IDs without friendly names, especially if names contain special characters or if the ad/campaign was recently created or renamed.

Solution: Export a "List of Campaigns" or "List of Ads" report and use Coupler's Join transformation to combine it with your performance report. This ensures you always have names paired with metrics.

Example: Join performance data on campaign_id = id to add campaign_name to your performance rows.

Demographic or geographic breakdowns are missing or show mostly null values

This can happen for a few reasons:

1. Wrong dimension for your targeting: If your campaign targets multiple countries, selecting "DMA" or "Region" (US-only dimensions) will return no data. Use "Country" instead

2. Insufficient data: If a segment has very few impressions or conversions, Snapchat may suppress the data for privacy. Try a wider date range

3. Dimension not supported: Make sure the dimension you selected matches the report type. For example, you can't use demographic dimensions with "List of Campaigns"

Check that your chosen dimension aligns with your campaign's targeting and geo footprint.

Conversion data is showing zero or much lower than expected

Snapchat conversion reporting depends on proper setup:

1. Conversions API not configured: If you haven't installed Snapchat's Conversions API on your website or mobile app, conversion tracking will be incomplete

2. Attribution window mismatch: Conversions are only credited within your selected attribution window. If someone converts 30 days after seeing an ad, and you've chosen "1 day post-view," that conversion won't be counted

3. 24–48 hour reporting lag: Snapchat doesn't report conversions in real time. Wait a full business day before assuming data is complete

4. Pixel not firing: Double-check that your Snapchat pixel is installed correctly and firing on conversion events

Verify conversion attribution window settings in your data flow and compare with Snapchat Ads Manager to ensure they match.

Permission errors

"Access denied" or "Unauthorized" error during the OAuth flow

You likely don't have the required permissions. Check:

1. Your Snapchat user role is Admin or Analyst (not Viewer-only)

2. Your role is assigned at the organization level, not just a single ad account (organization permissions are required)

3. Your account isn't restricted by IP allowlisting or other security policies

If you're part of an agency, your client may need to add you as an admin or grant you specific ad account access. Contact your organization's Snapchat administrator.

I can authorize but only see one ad account when I manage multiple

This happens if:

1. Your user role has access to only that one account (check with your org admin)

2. Some accounts are archived—Coupler.io only shows active accounts

3. You authorized via a sub-account instead of the main organization account

You can re-authorize by disconnecting and signing in again, making sure you're using the main organization account that has visibility across all ad accounts.

Data discrepancies

Numbers in Coupler.io don't match Snapchat Ads Manager

Small discrepancies (1–5%) are normal due to rounding and real-time data updates. Larger gaps usually indicate:

1. Different date ranges: Verify your start and end dates match exactly (including time zone)

2. Different split settings: If Coupler is set to "Daily" and Ads Manager shows "Totals," numbers won't align. Use "Totals" in Coupler for a 1:1 comparison

3. Different attribution windows: Conversion counts will differ if you've selected a different attribution window in Coupler than in Ads Manager

4. Dimension filtering: If you've selected a demographic or geographic dimension, you're seeing a subset of data, not totals

Run the same report in both Snapchat Ads Manager and Coupler using identical settings to verify alignment.

My data flow exported duplicate rows

Duplicates can occur if:

1. You ran the flow multiple times: Each run appends data. Check your destination's existing data

2. The report type includes a grouping dimension: Reports with demographic or geographic breakdowns naturally produce multiple rows per campaign (one per age group, gender, etc.)

3. You appended data from multiple sources: If you're combining Snapchat data with other data sources using Append, verify you're not doubling up on any rows

If true duplicates appear (identical rows), check your advanced filter settings—you may have accidentally included overlapping filters.

Performance metrics look too high or too low compared to similar campaigns

1. Check your filter settings: Advanced filters may be including or excluding certain data

2. Verify conversion breakdown: If you've selected "Web" conversions only, you won't see app or offline conversions

3. Review the date range and split: Ensure the period and granularity (daily vs. monthly vs. totals) match what you're comparing to

4. Confirm the metric definition: Some platforms use different calculation methods for metrics like CTR or ROAS

Export the same report from Snapchat Ads Manager alongside your Coupler.io export and compare settings side by side.

Rate limits

Data flow fails with "API rate limit exceeded" or "quota exceeded" error

Snapchat's API has rate limits that vary by endpoint. If you hit a limit:

1. Reduce the scope: Pull data for fewer ad accounts, shorter date ranges, or fewer metrics

2. Increase the refresh interval: Instead of running hourly, schedule the flow to run once daily or once every 6 hours

3. Split into multiple flows: Create separate data flows for different report types or ad accounts to distribute API calls

For large-scale multi-account setups, consider running performance reports during off-hours (e.g., midnight to 6 AM) to avoid peak usage times.

Scheduled runs are failing intermittently but manual runs work

This can indicate throttling during peak hours or insufficient API quota for frequent refreshes. Try:

1. Space out scheduled runs: Change from hourly to every 2–4 hours, or to once daily

2. Schedule off-peak refreshes: Set your data flow to run outside of 9 AM–5 PM (US business hours)

3. Reduce the date range: Instead of pulling 90 days every run, pull only the last 7 days and append to historical data

If you absolutely need real-time data, contact Snapchat support to request a higher API quota for your organization.