Hi Kim,

My sincerest apologies—we encountered significant issues with our ticketing system.

Some tickets were mistakenly marked as "replied" even though they hadn’t received a response, which caused us to miss them.

It looks like the issue has been resolved now, but we've also implemented a new support system that you can access directly on our site. Just click the little chat box in the bottom right corner. First, our AI assistant will attempt to help with your questions or issues. It continuously learns and improves, but if it doesn't resolve your issue, it will connect you with us directly.

Thank you for your patience.

In regard to your specific scenario here, the same as per the other user's ticket:
Unfortunately, we haven't heard back from the user who opened that ticket, so we are unable to say exactly what this issue is, but we can see you seem to experience the same scenario.

We are not able to reproduce this.
On our test Sites, for all Sheets ( old and new), as soon as we add our Google API key to the Plugin settings, everything works without any issue.

If we try published Sheets, they work as per this Guide;
And for Private Sheets - they just have to be shared with the Google API service account(same one which we added to the Plugin settings) as per this Guide.

As mentioned on that other ticket :
So far, we have received reports from users (as well as from our own testing) that all old spreadsheets are working fine, even without connecting the Google API service account in our plugin settings.

This new method is required for using new spreadsheets, but you are experiencing a different issue—almost the opposite scenario.

Could you check the following:

• Did you fully publish these older Sheets by selecting "Publish the entire document" and enabling "If any change is made, automatically re-publish"?
  
• Did you set the Share settings to "Anyone with the link can view"?
  
  
  
• I realize you've probably already done this, but just to be sure to double-check if this might be the issue.

If you've verified everything and still can't isolate the problem, could you provide remote Admin access to the site?

If you can provide Admin credentials or create a new Admin user for my email (found in my signature), please mark your reply as PRIVATE for security reasons.

Additionally, please send me the Google API JSON data/key that you entered into the Plugin settings. This will allow us to try our own API key on your site and determine if the issue is related to our plugin functionality. We can also test adding our own Google Sheet to see if that works.

Once the issue is resolved, we will revert to your own Google API settings, which is why we need the JSON key. As mentioned, please ensure this information is sent in a PRIVATE reply for safety.

If the ticket doesn’t allow you to attach the JSON file directly, you can save the JSON file, zip it, and attach it here. Alternatively, you can upload it to a service like WeTransfer and send me the download link.

Thank you.