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How to report a data import mismatch
Matt Haley avatar
Written by Matt Haley
Updated over a week ago

If you have tried troubleshooting your data and still have not found an explanation for your issue, please contact us so that we can help you find the root cause. In order to help you, we need you to provide us with three pieces of information:

1) A link to the data source in question from our "Data sources" page

Right-click the name of the data source and select "Copy link address":

2) A full-page screenshot from the data source platform

Make sure your full-page screenshot:

  • shows the same date range that you're querying in Funnel.

  • shows the same dimensions that you're comparing within Funnel.

  • contains the entire browser window, including URL and, if possible, account ID, currency, etc.

Please note: the granularity of the connection of the data source is the same granularity that needs to be included in the screenshot.

For example: if the data source was connected at the Ad-level in Funnel which can be found in the definition label of the data source (example below)

Then the screenshot from the Platform in question must also come from the Ad-level tab in the platform in question.

A screenshot from (as an example) the Campaign-level tab would not suffice for troubleshooting purposes. In this example with the data source being connected at the Ad-level in Funnel, a new screenshot from the support team will be requested.

3) Link to Funnel's "Data Explorer"

Make sure the Data Explorer view you're linking to is showing the same data as you're comparing it within the data source platform:

  • The same date range

  • The same dimensions

  • The same metrics

  • No filters applied

Going back to our example above, the screenshot from the Ad-Level tab in the Google Ads UI was for the date range of April 23, 2024 - May 6, 2024 and included the 8 following fields: Ad, Campaign. Ad Group Type, Ad Type, Impressions, Interactions, Interaction Rate, Avg. Cost. The below Data Explorer link would be required in this example for Funnel support to troubleshoot further.

When you have provided us with the above mentioned information via the in-app support messenger, we will explore the cause of the mismatch. This might take some time, but we will keep you posted about any progress. If we need your help or further information, we will be in touch!

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