Troubleshoot Google Sheets issues

This page helps you fix common problems with the Two Minute Reports add-on in Google Sheets.

Installation issues

The add-on does not install

• Clear your browser cache and cookies.
• Try a different browser: Chrome, Firefox, Safari, or Edge.
• Make sure that you are signed in with the correct Google account.
• Check that you can install add-ons. If you can't, contact your Google Workspace administrator.

The sidebar does not open

• Reload your spreadsheet (Ctrl+R or Cmd+R).
• Close the spreadsheet and open it again.
• Uninstall the add-on, then install it again.
• Turn off browser extensions that can interfere, then try again.

Permission errors during installation

• Grant all the permissions that Google asks for. The add-on needs to read and write your spreadsheets.
• With a work Google account, ask your administrator to allow the add-on.
• Check that your Google account allows third-party apps.

Google shows "Service unavailable" instead of the sidebar

• The full message is "You tried to access a service that isn't available for your account". It is on a Google page with a reference code.
• Google refuses the add-on for your account before the request gets to Two Minute Reports. You can't fix it in Two Minute Reports.
• It affects work Google accounts whose organization does not allow the add-on. See Google says "Service unavailable" when you open the add-on for the settings that your administrator must check.

Connection issues

You can't create a connection

• Check that you sign in to the platform with the correct account.
• Some platforms need a specific account type or role, such as admin or manager access.
• If the platform uses two-factor authentication (2FA), you may need an app password.
• Check that the platform did not suspend or remove the account.

"Connection failed. Please try again."

• Check your internet connection.
• Check whether the platform has an outage.
• Reconnect the connection.
• Some platforms need extra permissions or API access. Check what the platform needs.

An account shows (EXPIRED) or (REVOKED) in the account list

• (EXPIRED): the connection that gives access to the account expired. Reconnect the connection.
• (REVOKED): the connection works, but it lost access to the account. Sign in to the platform and give the account the access that it needs, or disable the account.
• See Account missing access or connection expiry.

Query issues

The query returns no data

• Check that the platform has data for the date range.
• Check that your filters do not remove all the rows.
• Check that the account that you selected has data for the query.
• For a new account, wait until its first sync is complete. See the next item.
• Run the query without filters to see if data exists.

An account shows "Warming up.."

• This is normal for an account that you enabled recently.
• Speed Boost copies the account's data before its first use, so that later queries run faster.
• The tooltip says that warming up can take 2 to 24 hours.
• Wait until warming up is complete before you run large queries.

The query is slow or times out

• Use Smart Refresh, so that each run gets only the most recent days. See Smart Refresh.
• Use a shorter date range. For example, query one month instead of one year.
• Get only the metrics and dimensions that you need.
• Filter to a smaller set of data, such as some campaigns or regions.
• Schedule queries outside working hours, when the platforms are less busy.

The data is wrong or unexpected

• Compare the query with the same report in the platform.
• Check for filters or restrictions in the platform account.
• Check the date range. Time zone differences can change dates.
• If you have more than one account, check that you selected the correct one.

Refresh and schedule issues

A scheduled refresh did not run

• Check Schedule Refresh for a Schedules paused banner. It means that your Advanced Scheduler authorization was revoked. See Advanced Scheduler lost access to your Google account.
• Check the time zone of the schedule in Your Timezone.
• Check that your connections still have access to their accounts.
• Check that no connection needs reconnecting.
• Check the Two Minute Reports status page for problems that affect everyone. In the Hub, open the account menu and select Status.

A refresh failed with an error

• Read the error message. It says what failed.
• Check that the connection is still active.
• Check that the platform has data for the date range.
• Run the query by hand to see if the problem is only in the schedule.

An email did not arrive

• Check spam and junk folders.
• Check the spelling of the recipient email addresses.
• Check that your Google account lets apps send email.
• Open the schedule and check that Action is set to Email.

The attachment does not have the data that you expected

• Check that the query ran correctly before the email was sent.
• Check the Report Format settings (PDF, Excel, or both).
• Check that the query filters do not remove the data that you expected.

Data issues

Data is missing from the query results

• Check whether the platform has gaps in its data for that period.
• Check that the connection has the permissions that the account needs.
• Check the filters of the query.
• If the platform itself is missing data, contact the platform.

Data is duplicated or does not match

• Some platforms report data differently for different queries.
• Check that two queries do not write to the same range.
• Check for duplicate dates in the query. To update rows instead of adding them, use Merge new data with old. See Data options.

The dates look wrong

• Open the query's Data Options and check Reporting Timezone. By default, the query uses the account's time zone, if the platform has one.
• Some platforms use a different time zone convention. Check the platform's documentation.
• For important reports, use fixed dates instead of a relative range.

Sheet and formatting issues

The data writes over your other content

• Give each query its own range.
• In the query, check Save on Sheet and the cell that the data starts at.
• Keep data and charts on different sheets.
• Take care when you run queries again on ranges that have other data.

Charts and formulas break after a refresh

• Refer to query data by sheet and range (for example, Sheet1!A1:D100).
• Refer to ranges instead of single cells when you can.
• Update formulas if the size of the data changes a lot.
• Keep data on a different sheet from your formulas.

Formatting is lost after a refresh

• The add-on replaces cell values but keeps most formatting.
• Apply important formatting after the data is in place.
• Keep data and formatting on different sheets.
• Use conditional formatting rules, so that the formatting applies again on its own.

General troubleshooting

The add-on is slow

• Check whether large queries run at the same time.
• Turn off browser extensions that can interfere.
• Try a different browser.
• Clear the browser cache and cookies.

You see an error that you do not know

• Write down the exact error text.
• Try again. Some errors are temporary.
• Search this help site for the error text.
• Contact support with the error message and the steps that cause it.

Something does not look right

• Run a simple query to check that the add-on works.
• Check the Two Minute Reports status page.
• Check for recent changes to your connections or permissions.
• Contact support and describe what you see.

Get help

If you can't fix the problem:

1. Collect this information:

• What you tried to do
• The exact error message, if there is one
• The connector that you use
• Whether it worked before, and what changed

2. Contact support:

• Email: [email protected]
• Chat: use the chat button in the sidebar
• Help site: search this help site for similar problems

3. Send details that help us help you faster:

• Screenshots of the error
• The email address that you use with Two Minute Reports
• The name of the spreadsheet (do not share sensitive data)
• The steps that cause the problem