Troubleshoot Common Google Ads Integration Errors

This article provides solutions for common errors encountered when syncing conversion data between WhatConverts and Google Ads. Most of these errors are generated directly by Google Ads and may require specific adjustments in your Ads account settings or the WhatConverts integration.

Click Conversion Errors

Error: The imported gclid could not be decoded. Make sure you use the correct gclid format.

Explanation: Google cannot read the ID it appended to the URL. We capture the ID and UTMs then send them back to their API; this error indicates something is wrong with the ID itself. Reach out to Google Support to confirm why these IDs are failing to decode.

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 tracking, Google will decline the conversion. This is a result of how Apple manages tracking parameters and user privacy.

Error: User doesn't have permission to access customer.

Explanation: The credentials used to connect WhatConverts do not have full administrative access to the Google Ads account. To resolve this, reconnect the integration using a user profile with full permissions.

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

Explanation: No action is required. Google requires a 6-hour waiting period before a conversion can be sent, and WhatConverts will automatically retry the upload once this window has passed.

Error: The call can't be recorded because it occurred before this conversion action's lookback window.

Explanation: The original ad click that led the customer to your site happened outside of the timeframe you set in Google Ads for counting conversions.

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

Explanation: The user profile used to sign into the integration is not associated with a viable or active Google Ads account. Ensure the account is correctly set up and try reconnecting.

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

Explanation: You must edit the conversion action settings within 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: Google does not allow the "One-per-click" counting option for Apple and Android tracking parameters. Go to your Google Ads integration settings and change the conversion counting option to "Every" to allow these leads to be recorded.

Error: The click ID or call is associated with an Ads account you don't have access to.

Explanation: This happens when the GCLID belongs to a different account than the one connected to WhatConverts. This often occurs when multiple Ads accounts are running for the same domain, which can violate Google's Terms of Service.

Call Extension Errors

Error: The call or click leading to the imported event can't be found.

-OR-

Error: The call extension call could not be matched to a call in Google Ads.

Explanation: Google cannot locate a matching record for the call's timestamp. For successful tracking, Google must replace your WhatConverts number with a Google forwarding number. If the customer dials your number directly instead of the Google number, there is no record for Google to match.

To troubleshoot:

Ensure Call Reporting is enabled in both your Google Ads Account Settings and on the specific Call Asset.
Check your Call Details report in Google Ads (Insights & Reports > Report Editor > Ads and Assets > Call Details) to see if Google recorded the call.
Verify your ad group meets Google's click threshold (roughly 20–50 clicks per month) to trigger number swapping.

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