Support

Connection failed, Sign-in cancelled or Connection status unknown

On this page

Continue with Google, Continue with Facebook, Continue with TikTok, Sign in with Microsoft and Sign in with LinkedIn open a sign-in popup. If it does not finish, the popup shows one of three titles, usually with "Close this window and try again from Tapper.", and an alert above the platform list repeats it.

Popup titleAlert on the Tapper pageWhat it means
Connection failedA reason such as "Tapper couldn't finish the connection." or "The platform did not authorize the connection.", then a note that nothing was connectedThe sign-in did not complete, including when you cancel or decline on the platform's screen. Nothing was connected.
Sign-in cancelled"You cancelled the sign-in. Nothing was connected. Try again below."Rare: cancelling on the platform's screen shows Connection failed. Nothing was connected.
Connection status unknown"Tapper couldn't tell whether the connection finished. Check whether it connected before you try again."The sign-in may or may not have finished.

On Google, leaving the Google Ads box unticked gives "On Google's screen, tick the box that lets Tapper manage your Google Ads, then connect again."

The sign-in popup showing Connection failed with Close window and Return to Tapper

Fix it

  • Connection failed or Sign-in cancelled: click Close window or Return to Tapper (Try again if the sign-in ran in the same tab), click the platform's button again, and accept what the platform asks for.
  • Connection status unknown: close the popup and open the entity's platform tab, for example Google Ads. If the account shows Connected, you are done; if not, connect again.
  • You closed the popup yourself: Tapper shows no message. Click the platform's button again.

The alert on the Choose platform step after a failed sign-in

Before the sign-in starts

  • "Your Tapper session ended. Sign in to Tapper again, then connect the account.": sign in, then click the platform's button again.
  • "Only a workspace owner or admin can connect an account. Ask one of them to connect it for you.": see Only a workspace owner or admin can connect an account.
  • "Tapper could not start the sign-in because this setup is not finished yet. Go back and press Finish setup.": click Get started on the page that reads Nothing is set up yet or Nothing is connected yet to resume the wizard, and connect from there.
  • The platform buttons do nothing: they wait for the workspace to load. Wait, or reload.

Linking takes up to 90 seconds after Continue or Finish.

  • This is taking longer than usual: not an error. Click Keep waiting, or check the platform tab later.
  • Couldn't connect this Google Ads account (or Couldn't connect your Google Ads accounts, named for your platform), or 1 account connected, 1 did not: each failed account shows its reason. Continue with the connected accounts or Done with the connected accounts keeps the ones that worked.

Then choose:

  • Retry the failed accounts (or Retry): same sign-in. Use it when the reason says to try again, for example "Google Ads is limiting requests right now, so ... wasn't connected. Try again in a few minutes."
  • Reconnect Google Ads (or your platform): a fresh sign-in. Use it when the platform signed Tapper out, the login has no access, or you spent more than 30 minutes on the account list.

"Tapper couldn't finish connecting this account. Try again; if it fails twice, contact support." (or "these accounts"): try once more, then write to support@tapper.ai with the platform, the account ID and the exact message.

Platform-specific reasons: Google Ads says your sign-in has no access to the account, No Google Ads accounts found, or the list did not load and Meta Ads account could not be connected.

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