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Troubleshooting Google Ads

Overview

This troubleshooting guide is designed to help you with common questions or issues you may encounter when using Google Ads as a data source.

For further assistance, please send an email to our Support team at help@ortto.com or chat with our Support team from your account:

  1. In the left-hand navigation drawer of your Ortto account, click Support.
  2. On the How can we help? page:
    1. Under Quick links, click Chat with support.
    2. Type your message in the Talk messenger widget to start a conversation with our team.

Disconnect and delete the data source

You must disconnect and archive a data source before you can delete it.

Disconnecting a data source from Ortto will stop new data from the data source merging with the CDP.

Learn about disconnecting, archiving and deleting a data source under Managing data sources.

If you have audiences configured with Google Ads as a data destination, you may see the data source as "Syncing" if you have a large amount of audience activity (people entering/leaving the audience).

Learn more about data source statuses under Managing data sources.

Ortto audiences are missing from Google Ads account

Ensure you have enabled Google Ads under Destinations in the Audience you wish to sync to Google Ads. Follow the steps outlined under How is the data synced from Ortto?.

Removing Ortto audiences from Google Ads account

To stop syncing updates for a particular audience from Ortto to Google Ads, deselect Google Ads as a destination for that audience.

Deselecting Google Ads as a destination for your audience after it has been synced from Ortto to Google Ads will not remove the audience from your Google Ads account. You need to edit/delete the audience in Google Ads.

The number of contacts in my Google Ads audience segment doesn't match my Ortto audience

When you have enabled audience data to be sent to Google Ads as a destination, the audience data is populated in Google ads as an audience segment.

Sometimes, the number of contacts in your Ortto audience will be larger than the number of contacts in the Google Ads audience. This could be for one of two reasons:

  • Difficulty matching Ortto contacts with Google Ads contacts. When Ortto sends the data to Google, Google will try to match the data received with their existing customer data. In Google Ads, you can see this at the audience's Match rate.
    Customer matching is done using a unique identifier, such as an email address. This may make matching Ortto and Google data tricky if, for example, a customer has a different email address in Ortto to the one they have in Google Ads (e.g. they are known by their work email address in Ortto, but are known by their personal email address in Google Ads).
    Google may also remove duplicate customer records, which can contribute to audience numbers differing.
  • Audience data has not finished syncing. Audience data can take 24 hours or more to sync from Ortto to Google Ads. If, in Google Ads, the audience is marked as "Populating", this means the sync is not complete.