Why Is My Ad Spend Not Showing or Incorrect?

If the ad spend on your dashboard is missing, stops at a certain day, or differs from what your ad platform shows, the cause is almost always visible on the page of that ad platform in Profitario. This guide goes through what you see, what it means and how to fix it. The screenshots show Facebook Ads. The page works the same way for every ad platform.

Where: In the sidebar, open Integrations, then the ad platform, for example Facebook Ads
Who: Owners, admins and members with access to the whole account
Time: A few minutes
Updates: After a fix, the missing days are imported with the next update: when you open the dashboard, or during the night

The Dashboard Says "Ad Spend Missing Since"#

When an ad platform no longer lets Profitario read an ad account, a bar appears at the top of the dashboard of the affected shop.

After signing in you land on the setup page of the ad platform. Your existing ad accounts are listed unticked: click Skip. They keep their shop and their history.

The missing days are filled automatically. After a reconnect with the same login, the next update imports every day since the last successful update. It runs when you open the dashboard, or during the night. You do not have to restart the import.

If you sign in with a different login than before, tick the ad accounts on the setup page and click Start Import. This imports their full history again. Spend that is already in Profitario is not counted twice.

If there is no bar but an ad account shows the status Expired, reconnect from the page of the ad platform: click Connect Integration in the top right corner and sign in. You can also check a connection first: click Manage Connections, open the three dots of the connection and click Refresh Connection. If the connection can no longer be renewed, the dialog Reauthentication required opens. The same dialog appears on the setup page when the ad accounts cannot be loaded.

A notification that says Integration access denied means the ad platform has restricted your login there. Reconnecting does not help until you have cleared that on the ad platform. For Facebook: log in at facebook.com and follow the prompts to confirm your account, then reconnect.

Check the Status of Each Ad Account#

In the sidebar, open Integrations and click the ad platform. If you are inside a shop, click Home at the top of the sidebar first. Every ad account has a status.

Status	What it means for your ad spend	Fix
Connected	The account is imported and assigned to a shop	Nothing to fix here. If the number still looks wrong, see "The Number Is There but Differs" below
Processing	An import is running. The controls of the row are locked	Wait until the status changes back. If it does not change for a long time, check the import in the Use the Integration Monitor
Pending	No spend has been imported for this account yet	It is imported with the next update. To start right away, use Restart Import with Full Import turned on
Disconnected	The account belongs to no shop and is not updated	Actions menu > Assign Store
Deactivated	The account is not updated, and its spend is left out of the dashboard and reports	Turn the switch on. The next update imports the days since the last one
Wrong Currency	The ad account is billed in another currency than its shop, and no matching conversion is set	Actions menu > Target Currency, choose the currency of the shop and click Save. The spend already imported is converted. See Change ad spend currency
Expired	The account is no longer updated. Spend after the last update is missing	Reconnect, see above
Failed	The connection is in a failed state and the account is not updated	Reconnect, see above

The three dots at the end of a row open the actions menu.

Days Are Missing in the Middle#

If the ad spend is there but some days are empty, import the account again.

The Ad Account Is Not in the List#

It was created after you connected. New ad accounts are not added by themselves. Click Manage Connections, open the three dots of the connection and click Sync Accounts. See Missing ad account.
Another login manages it. Click Connect Integration and sign in with the login that has access to that ad account.
It was removed. Use Sync Accounts as above, tick the account and start the import.
The status filter hides it. The Status filter in the top right of the list must show all statuses.

The Number Is There but Differs#

Compare the same ad accounts and the same period first. Then check these causes:

Cause	What happens	What to do
The latest days are not imported yet	Ad spend is updated once a night and each time you open the dashboard	Click Refresh at the top of the dashboard
An ad account is missing or switched off	Only ad accounts that are switched on and assigned to this shop are counted	Check the switch and the Store column of every ad account
An ad account is assigned to another shop	Its spend is deducted in the other shop	Assign Store
Different currencies	Spend is converted with the exchange rate of each day. Your ad platform may bill you at a different rate	Compare in the currency of the ad account: the timeline under Restart Import shows the unconverted spend
Different time zones	Ad platforms report spend per day in the time zone of the ad account. If your shop uses another time zone, single days differ. Over a longer period the difference is small	Compare a week or a month instead of one day
The ad platform corrected older days	An update fetches the days since the last update. Later corrections of older days are not picked up	Restart Import with Full Import turned on
Ad Spend Tax is enabled	The tax portion is separated from your ad costs and shown under taxes	See How to Set Up Ad Spend Tax

See Every Ad Account at a Glance#

On the Integrations page, click Integration Monitor. It lists every connected ad account and data source.

An update that shows Running without progress for 10 minutes can be stopped there and started again. See Use the Integration Monitor for every state and how to stop a stuck task.

When to Contact Support#

Write to support@profitario.com if an ad account stays on Expired or Failed after a reconnect, if an import does not finish, or if days are still missing after a full import. Include:

the name of the shop
the ad platform and the Account ID of the ad account, as shown in the list
the status the account shows and the exact message you see
the days or the period where the spend is missing or different, and the amount your ad platform shows for it