You cannot make any changes to External Platform Integrations without having either an Administrator or an Editor with PII access in InOne. Refer to User Roles for further information.
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This article aims to list the most common issues you might experience with your Google Ads Customer Match integration and provides guidance on 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
You might not have a Google Ads Account.
You might not have admin access. You need to have that level of access before you can connect to Insider One's InOne panel. You might check it under Tools and Settings > Setup > Access and Security in your Google account.
You may have revoked the access you gave to Insider One from your Google Ads account; check your Google Ads permissions.
You might have already added all the available accounts under your Google Ads User.
Not able to add audience
You might 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 you gave to Insider One 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 might be sending email addresses, phone numbers, and a GDPR opt-in in an incorrect format.
Users' email addresses might not be Gmail accounts.
You may have deleted the selected Audience from your Google Ads account after launching 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.
- It can take up to 48 hours for an Audience list to be populated. That's why you might see an "In Progress" status in your Google Ads dashboard when you update an audience list. Insider One's daily jobs run at night UTC after you send the segment during the day.
- All email addresses must be associated with a Google account.
You can use only Gmail addresses (@gmail.com) for targeting in Gmail.
- The user list size will be displayed as 0 (zero) until it reaches at least 1,000 members. Then the size will be rounded to two significant figures.
- Due to Google's matching processes, the number of people uploaded may be less than the number displayed in your Google Ads account. For further information, refer to Google's Customer Matching Process page.