Follow a client's progress, and the mails about clients

The Clients page shows one box per client, with a status and a mark for each thing you asked for; open a client to see the accounts they chose and where each one stands. If Mail about clients is on for you in Settings, you get one mail when a client finishes and no more than one if they get stuck.

What the status means

• Not opened. Nobody has opened the link in a browser yet. A chat app drawing a preview of the link does not count.
• Opened. The link was opened, but nobody has chosen a sign-in button yet.
• In progress. The client has chosen a sign-in button.
• Waiting. Something waits for a step on a platform. The line under it says whose: Waiting for the client to finish a step on the platform. or Waiting for us to confirm it on the platform.
• Stuck. Something needs a fix first. The line under it gives the reason, such as Stuck: the client is not an admin of their Business Manager. Each reason is in troubleshooting.
• Connected. Everything you asked for is given. The link is then finished: it no longer opens for anyone new, and its box says Link finished instead of Copy link.
• Revoked. The link was turned off.

Beside each thing you asked for, a mark says Access given, Waiting, Needs attention or Not shared yet. A Meta ad account or pixel that your client shared on Meta's own screen also says Checked, with the date on the client's page: we read at Meta that the access is there.

Follow one client

1. On Clients, open the client's box.
2. Under What you asked for, read each row: the level you asked for, the accounts the client chose by name and ID, and what happened to each.
3. Under Access goes to, check where the access went.
4. To send the link again, choose Copy link.

The line under a chosen account says where it stands, for example The client has to add you as a partner on the platform's own screen. It shows as given once that is confirmed. or A link request from your manager account is waiting to be accepted. If something waits on a platform where your own Facebook or Google sign-in is no longer accepted, the page says so with Open Connections.

When it is your move

Some things your client gives on the platform's own screen, with our steps: the rows marked Guided under Google in Create link, and every row of a platform you added with Add a platform (LinkedIn, Microsoft Advertising, Klaviyo, App Store Connect). Nothing can read those platforms for you yet, so your client's "done" does not finish the link. It becomes your move.

• On Clients, the box says Your move: confirm what your client says is done., and each such row says Client says done: confirm.
• On the client's page, the row says Your client says this is done. Confirm it once you can see the access on the platform. Check on the platform that the access is there, then choose I have access. If it is not, choose Not there yet: the row stays open.
• An invitation. For a YouTube channel, a Google Business Profile, a Merchant Center account, a Play Console account, a Microsoft Advertising account, a Klaviyo account or an App Store Connect account, the page shows Accept the invitation in and the platform, the address it went to and, where the platform has one, when it expires. Accept it there, then choose I've accepted it. Two are short: a Klaviyo invitation expires a day after your client sent it, and an App Store Connect one after 3 days.
• Afterwards the row says Access given and Confirmed by your team, with the date. Anyone in your agency can confirm, and each click is in the activity log.

The status stays Waiting until every such row is confirmed. Then it turns Connected.

The mails about clients

• Finished. Once, when the status turns Connected. The subject says the client has finished the access request, and if anything still waits to be confirmed, the mail says how many items.
• Your move. Once, when your client says something is done that only you can confirm. The subject says Your move: and that the client is waiting for you, and the mail names what to confirm and says if an invitation among them expires. A link that waits only for you gets no stuck mail.
• Stuck. No more than once per link. It comes at once when a request on a platform ended badly after the client had left, and otherwise when a started link has not seen the client for 24 hours. The subject says the client is stuck or has not finished, and a line starting Why: gives the reason.
• Not mailed: links nobody started, revoked links, and links with no activity for 7 days.

Each mail names the client as Clients does and has one button, Open the client. Nothing from the client's own accounts is in it. It is written in the language stored on your account.

Switch the mails on or off

1. Open Settings.
2. Under Your account, find Mail about clients.
3. Turn Mail me on or off.

The switch is per person and per agency. It starts on for the owner and off for members, until each person chooses. You need a confirmed email address to get the mails.

When it worked

The switch shows Saved beside it, and the next finished or stuck client sends you a mail.

While mail is not switched on

If the service does not send mail yet, Mail about clients says Mail is not switched on for this service yet, so nothing is sent for now. Mails about clients from that time are not sent later either, so check Clients yourself.

If it did not work

If a mail you expected did not come, check that Mail me is on for you and that the line about mail not being switched on is gone, then look at the client on Clients.