In case you are having issues with your Google Ads Customer Match, you can refer to the following troubleshooting and FAQ sections.
Troubleshooting
This section aims to list the most common issues you may experience with your Google Ads Customer Match integration, and shows how to troubleshoot them.
Not able to open the Google Ads element
This means the Google Ads Customer Match feature is not activated for your account. You can contact the Insider One team to enable it.
Not able to add Ad Account user in Architect Settings
This issue might be due to several reasons:
- You may not have a Google Ads Account.
- Your user may not have direct access to the accounts you want to add. For further information, refer to Google Ads API Accessible Accounts.
- You may have revoked the access that you have given to Insider from your Google Ads account. Make sure you have the correct Google Ads permissions.
- You may have already added all the available Accounts under your Google Ads user.
Not able to add audience
You may not have the authorization to manage Audiences in your Google Ads account.
Users are not going to Google Ads Audience
This issue might be due to several reasons:
- You may have revoked the access that you have given to Insider from your Google ads account. Make sure you have the correct Google Ads permissions.
- Users may not have email addresses/phone numbers, or GDPR opt-in information.
- You may be sending email addresses/phone numbers, and GDPR opt-in in an incorrect format.
- Users' email addresses may not be Gmail accounts.
- You may have deleted the selected Audience from your Google Ads account after you launch your journey.
If your company obtains your users' consent in compliance with the local regulations, make sure to pass the GDPR opt-in field to Insider One. If you want to stop collecting and processing the data of an identified user, GDPR opt-in field should have the false value. Insider One cannot be held liable if these obligations are not fulfilled and reserves the right to seek compensation from your company.
- All email addresses must be associated with a Google account.
- You can use only @gmail.com addresses for targeting in Gmail.
- The user list size will be displayed as 0 (zero) until the list reaches at least 1,000 members. Then the size will be rounded to the two most significant digits.
- The number of people uploaded may be less than the number of people displayed on your Google Ads account due to the matching processes of Google. For further information, refer to Google's customer matching process page.
FAQ
Q: Does Google Ads Audiences need a long time to populate?
A: The Google Ads element works in. real time to populate selected custom audiences. However, it canours for Google Ads to populate the list.
Q: Can I send the attributes and events of a user to the audiences?
A: Google does not allow this for privacy reasons. However, you can segment users in Check Conditions and Starter elements, and understand what segments you have passed to ad audiences.
Q: Can we utilize Google Merchant Center with the Google Ads channel?
A: Merchant Center Ads couldn’t be fed from Google Ads Custom Audiences. It has its own ad management structure.
Q: How do I know if users have matched after passing users to Google Ads?
A: Google does not provide this information for privacy reasons.
Q: How long will it take for my audiences to sync in Google?
A: It might take 6 to 12 hours for an audience to be synced into Google.
Q: Why is the audience size displayed as 0 (zero) even though I have sent users?
A: The user list size will show zero until it has at least 1,000 members. After that, it will be rounded to the two most significant digits.
Q: Why are my ads not being served even though I have users in my audience?
A: An audience must contain at least 5,000 users to ensure that ads start serving.
Q: How can we track which users are sent to Google Ads Audiences?
A: You can add an Update Static Segment element before or after the Google Ads channel to create a segment in Insider to track users sent to Google Ads, and export them for reporting. However, due to GDPR regulations of Google Ads, it is not possible to track users on Google Ads Audiences to verify the users sent to the platform.