10.4 My Sync Isn’t Updating

If your Google Sheets or Facebook sync has stopped receiving new resolution data, work through the following checks.

Check 1: Is your authentication still active?
Google and Facebook connections can expire or be revoked — especially if you changed your Google or Facebook password, revoked app permissions, or the connection timed out. Go to Integrations → Sync and check whether your connection shows as active or needs to be reconnected.

📸 [Screenshot: Sync section showing connection status — active vs. needs reconnection]

To reconnect Google Sheets:

1. Go to Integrations → Sync.

2. Select Google Sheets.

3. Click reconnect or re-authenticate.

4. Follow the Google authentication steps again.

5. Confirm your sheet selection and save.

To reconnect Facebook:

1. Go to Integrations → Sync.

2. Select Facebook.

3. Click reconnect or re-authenticate.

4. Follow the Facebook authentication steps again.

5. Confirm your Ad Account and Custom Audience selection and save.

Check 2: Are new resolutions being generated?
If the pixel hasn’t resolved any new visitors since the sync was last active — because credits ran out or traffic has been low — the sync will have nothing new to push. Check Settings → Usage to confirm resolutions are still being generated.

Check 3: Is the destination still available?

• Google Sheets — Check that the sheet still exists and hasn’t been deleted or moved. If the sheet was deleted, you will need to reconnect the sync to a new or existing sheet.

• Facebook — Check that the Custom Audience still exists in your Facebook Ads account and that your Ads account is in good standing.

Check 4: Has there been a recent platform update?
Occasionally, a platform update on either side — Better Pixel, Google, or Facebook — can interrupt an existing connection. If your sync was working previously and stopped without any changes on your end, contact BetterMarketers support.

📸 [Screenshot: Sync reconnection screen for Google Sheets]

📸 [Screenshot: Sync reconnection screen for Facebook]

If your sync is still not updating after reconnecting, contact BetterMarketers support at https://help.bettermarketers.com/support/tickets/new — include which sync is affected, when it last worked, and what you have already tried.