Troubleshooting
Ad account excluded from totals
An ad account is excluded from totals when its time zone differs from the organization’s: the days don’t line up and TraceClose won’t mix them. An account in another currency isn’t added to the reporting currency’s total, but it shows up when you pick its currency. For the time zone, the fix is to align the organization’s time zone with the account’s, in Settings › Operations › Region and language.
The warnings and what they mean
| Warning | Where it shows | What it means |
|---|---|---|
| Different time zone | Integrations › Ad accounts, Warnings column; Account filter in the reports | “Time zone … differs from …: days don’t line up with the dashboard and spend is excluded from totals.” The account keeps syncing, but without hourly data or reach. |
| Currency … | Integrations › Ad accounts; Account filter (“Different currency”) | “Spend in …: shows up when you pick that currency in reports.” It’s not an error: TraceClose doesn’t convert currencies. |
| “… excluded from totals: different currency/time zone” | Footer of the reports, with View integrations for managers | Accounts that aren’t included in the report’s totals. |
| “… in … accounts is excluded from these totals” and View in … | Overview | There’s spend in another currency. The button switches the reporting currency to that one. |
| “… paid traffic leads excluded from CPL” | Campaigns | Leads whose ad isn’t synced or belongs to an account excluded from totals: with no matching spend, they’re left out of CPL. |
Why TraceClose doesn’t add them up
Meta reports spend per day in the ad account’s time zone. If the account is set to Los Angeles and the organization to São Paulo, “the 10th” in one isn’t “the 10th” in the other, and adding them up would mix hours from different days. The same goes for currencies: adding dollars to Brazilian reais without an exchange rate would give you a wrong number. That’s why the reports only add up what matches the organization’s time zone and the reporting currency, and show the rest separately.
How to fix it
- Check the account’s time zone in the “Different time zone” warning. The ad account’s time zone comes from Meta on every sync and can’t be changed from TraceClose.
- Change the organization’s time zone, if it makes sense for the business: Settings › Operations › Region and language › Time zone › Save region › Change time zone. The dashboard warns: “Reports will be recalculated in the new time zone; this may take a few minutes.” The account goes back into the totals as soon as the time zones match.
- For currency, choose the Reporting currency in Overview, Campaigns or UTM and links. If most of your spend is in another currency, change the organization’s Default currency on the same Region and language card.
- If the account belongs to another business or another country, the way to go is a separate organization, with its own time zone and currency. See switch organizations.
Changing the time zone changes all of the organization’s reports, goals, alerts and schedules. Hourly data for accounts that start counting toward the totals begins with the next syncs.
Example
Example Co., based in São Paulo, connected an ad account created with the Los Angeles time zone. The “Different time zone” warning showed up and the Overview showed zero spend, even though the campaign was running. Since the whole business operates in Brazil, the manager didn’t want to change the organization’s time zone: she created a new ad account in Meta with the São Paulo time zone and started advertising through it. The old account stayed listed, excluded from totals, with its own history.
Didn’t work? See…
- Currency and time zone in reports: currencies and time zone.
- The Region and language card: region, language, time zone and currency.
- Spend at zero for another reason: ad spend isn’t showing.
Frequently asked questions
Can I change the ad account’s time zone from TraceClose?
No. The account’s time zone comes from Meta on every sync. In TraceClose you can only change the organization’s time zone.
Does TraceClose convert dollars to Brazilian reais?
No. Each currency shows up separately; choose the reporting currency to see its numbers.
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