Here are some of the most common Google Ads errors you may encounter when working with the Ads integration along with their solutions. Note that these come directly from Google Ads, so you may need to contact Google Ads Support directly for assistance resolving them.

Error: The conversion can't be imported because the conversion source didn't comply with Apple App Transparency Tracking (ATT) policies or because the customer didn't consent to tracking.

Explanation: If an Apple Device user opts out of being tracked, their conversion will be declined, and Google will send this error.

Error: User doesn't have permission to access customer. Note: If you're accessing a client customer, the manager's customer id must be set in the 'login-customer-id' header.

Explanation: When you connected WhatConverts to your Google Ads account, your credentials didn't have full access, preventing conversions from being sent. To resolve this, reconnect the integration and ensure your credentials have full access to your Google Ads account.

Error: Can't import calls that occurred less than 6 hours ago. Try uploading again in 6 hours.

Explanation: No action is required. Our system will automatically resend the conversions once the window has passed.

Error: The call can't be recorded because it occurred before this conversion action's lookback window. Make sure your import is configured to get the most recent data.

Explanation: The ad click that brought the customer to the website is outside of the lookback window for counting conversions.

Error: Unable to create lead conversion in Google Ads account.

Explanation: When you connected WhatConverts to your Google Ads account, either your Google Ads account was not set up, or you weren’t connected to one. If you have a Google Ads account now, try reconnecting the integration.

Error: The conversion action specified in the upload request isn't set up for uploading conversions.

Explanation: You will need to edit the WhatConverts Conversion Action in Google Ads and ensure the source is set to ‘Import From Clicks.’

Error: Conversion actions which use the one-per-click counting type cannot be used with gbraid or wbraid.

Explanation: wbraid and gbraid are the Apple equivalent of the GCLID that Google appends when you click on an ad. Google does not allow the use of wbraid or gbraid parameters with the one-per-click conversion counting option. To fix this, go into the Google Ads integration settings and change the conversion counting option to "Every" to allow leads to be recorded as conversions.

Error: The click ID or call is associated with an Ads account you don't have access to. Make sure you import conversions for accounts managed by your manager account.

Explanation: This error is caused when an account other than the one connected in WhatConverts is generating Ads. We send the GCLID back to Google after tracking a conversion, and if it belongs to a different account than the one we send it to, it will generate this error. We have no way to determine which account actually generated the click, so we suggest getting the GCLID and reaching out to Google to ask where it came from. Additionally, using more than one Google Ads account for the same domain is against their TOS and can lead to a ban of your Ads account. You can read more about this here.

Error: The call or click leading to the imported event can't be found. Make sure your data source is set up to include correct identifiers.

Explanation: When call extension leads are sent to Google Ads, we include their timestamps. Google attempts to match our timestamps with the timestamps in their system. If there’s a match, the call extension leads are accepted as conversions. If no match is found, Google will return this error.

Important Notes:

1. When you add your call extension tracking number to your ads, Google replaces it with its own forwarding number. Calls are directed to Google’s number, which then forwards them to the WhatConverts call extension tracking number, and from there, they are forwarded to your destination number. This setup allows both WhatConverts and Google to record the same calls and timestamps. Note: In your Google Ads account settings, ensure that Call Reporting is enabled so the Google forwarding number is displayed.
2. Call extensions are deployed at the ad group level, and each ad group must reach a click threshold before Google’s call-forwarding number replaces the static number in the extension. The threshold is roughly 20 to 50 clicks per month to start showing the forwarding number, proceeded by 10 to 20 clicks per month to maintain that threshold. While Google hasn’t specified an exact minimum, this is the general consensus among advertisers. If your ad group doesn’t meet Google’s threshold, Google won’t track calls, which can lead to this error.

You can access a call details report in Google Ads by navigating to Insights & Reports > Report Editor > Ads and Assets > Call Details. This report allows you to check if the calls recorded in Google Ads match with those in WhatConverts.

If you notice missing calls in Google Ads, it’s likely because the Google forwarding number didn’t display, which can happen if your ad groups didn’t meet the required click threshold.

What does the "Pending" status mean on my Google Ads leads?

When Google Ads leads are recorded in WhatConverts, we assign them a Pending status and place them in a queue to be sent to your Google Ads account. Per Google’s requirements, we must wait 6 hours before sending the leads to Google Ads. Once the leads are successfully accepted by Google, the Pending status is updated to either Click Conversion, Call Conversion, or Enhanced Conversion, depending on the type of lead.

Click Conversion:
A lead was successfully sent to Google Ads using its Google Click ID (GCLID).

Call Conversion:
A call extension lead was successfully sent to Google Ads using its timestamp.

Enhanced Conversion:
A lead was successfully sent to Google Ads using its phone number and/or email address.

If you have any questions, please contact WhatConverts Support or email support@whatconverts.com.