What should I do if my token has expired?
If your token expires, log out of all connected ad accounts and log in again. During re-authentication, tokens for all ad accounts linked to that login are refreshed automatically.
After re-login, you do not need to resend your segments. Existing segments will continue syncing with the renewed token.
I sent a segment, but I don’t see any users in the ad platform. What should I do?
When a segment is sent, Insider One first creates the audience in the ad platform. User synchronization begins during the next nightly sync run at 00:00 (UTC), based on your InOne panel’s timezone.
Depending on the ad platform’s processing time, it may take several hours for users to appear. In most cases, users are visible by the next day.
Why can’t I remove a specific Google Ads account from InOne Integration Settings?
Only the user who originally connected the Google Ads account can remove it from the integration settings. You must be logged in with the same Google user to remove the account.
Additionally, that user must still have Admin access to the related Google Ads account.
Does it take a long time for Google Ads audiences to populate?
Audience syncing begins as soon as the segment is sent. In most cases, the population completes within 6–12 hours, but it may take up to 48 hours depending on Google’s internal processing.
I can’t link my Google Ads account, and the button is disabled. What should I do?
Common reasons include:
You do not have Admin access to the Google Ads account
The Google Ads user was not created or granted access by another Admin
The Google Ads account is paused, canceled, or deactivated
Verify your access level under:
Tools & Settings > Setup > Access and Security.
If the account was previously deactivated, it must be reactivated in Google Ads before it can be connected to Insider One.
Can Google Merchant Center be used with Google Ads audiences?
No. Google Merchant Center has its own feed and advertising structure and cannot be populated through Google Ads custom audiences.
How can I tell if users were matched successfully in Google Ads?
Google does not provide user-level match details due to privacy restrictions. Only aggregated audience size information is available in Google Ads.
Why is the audience size shown as zero?
Google displays audience size only after the list reaches at least 1,000 matched users. Until that threshold is met, the audience size appears as zero.
Why aren’t my ads being served even though users exist in the audience?
To start serving ads, Google requires a minimum audience size of 5,000 users. If the audience size is below this threshold, ads will not be delivered.
Why doesn’t the user count in my Dynamic Segment match the audience size in Google Ads?
This is expected and can occur for several reasons:
Google hides audience size until it reaches 1,000 users
Not all users have Google accounts
Non-Gmail emails may not be linked to Google accounts
Some identifiers may be invalid, outdated, or suppressed
Google rounds audience sizes for privacy reasons
Insider sends all valid identifiers, and Google applies its own matching and filtering logic.
How can I check historical logs for a Google Ads audience?
Open the Google Ads audience created by Insider and navigate to the Segment Members section. This view shows historical membership changes and synchronization activity for the audience.