Troubleshoot Your Google Ads Integration

Our integration with Google Ads lets you track call conversions from PPC clicks using keyword-level call tracking. We recommend using this article as a resource if you come across any hurdles during the integration setup, within the Ads account, or within the CallRail application.

Use this article to:

  • Troubleshoot common Google Ads integration errors based on the problem you’re experiencing

Getting Started

First, check that your integration shows as active for the company you attempted to connect with Google Ads. The integration may have been automatically disabled due to a system error in Google Ads or another issue. If it shows as inactive, attempt to activate the integration again.

How to integrate CallRail with Google Ads.

Conversions Aren't Showing in Google Ads

Verify the correct Google Ads account is connected.
If you manage multiple Google Ads accounts, the wrong account may have been linked to CallRail. You will need to be logged in to the appropriate Google account before activating the integration. If this occurs, disable the integration for the incorrect Google account and log in to the correct one before following the integration steps. 

Are you using keyword pools?
Only Google PPC calls to keyword tracking numbers will report to Google Ads as conversions.

Google Ads Mobile Click-to-Call ad extension numbers will not send as conversions in Google Ads since they are automatically source tracking numbers. 

Read the basics of keyword tracking.

How long has the integration been active?
After initial set up, it can sometimes take 24-48 hours for the first call conversion to appear in your Google Ads account. 

Check that the keyword pool numbers are actually swapping.
If no visitors are able to see/call keyword pool numbers, then no calls will be reported to Google Ads as conversions. Check the Number Assignment Table page to see if keyword pool numbers are swapping.

Instructions on viewing the Number Assignments Table.

If your numbers aren’t swapping, make sure you read through CallRail's swap precedence rules to make sure you’re not accidentally overriding your keyword pool with other tracking numbers.

Read the swap precedence rules in this help article.

If you’re still having trouble, double check that dynamic number insertion has been properly installed on your website.

How to test dynamic number insertion.

Verify you’ve received Google PPC calls to keyword tracking numbers since the integration was set up.
Only Google PPC calls to keyword tracking numbers will report to Google Ads as conversions.

Check your Google Ads integration triggers.
Ensure there aren’t integration trigger settings preventing the desired conversions from being pushed into Google Ads.

Ex: If there is an integration trigger set up to only send calls that are > 5 minutes long to Google Ads, but all calls so far are 2 minutes long, then none of the calls will report as conversions.


Learn about integration triggers.

Is auto-tagging enabled within the Google Ads account?
Auto-tagging adds the visitor's gclid (Google Click ID) to the site's final URL, which is one of the things our application looks for when attributing a call as Google Paid. Without our system being able to recognize a call as Google Paid, we're unable to send it to Google Ads as a conversion.

Read this Google help article on enabling auto-tagging in Google Ads.

The conversion name must be (“Phone Call”).
Changing the name of the conversion name ("Phone Call") in Google Ads will prevent CallRail from sending conversion data. However, you can edit the other conversion fields if you like.

Keywords Aren't Showing in CallRail 

Is auto-tagging enabled within the Google Ads account?
Auto-tagging adds the visitor's gclid (Google Click ID) to the site's final URL, which is one of the things our application looks for when attributing a call as Google Paid. Without our system being able to recognize a call as Google Paid, we're unable to send it to Google Ads as a conversion.

Read this Google help article on enabling auto-tagging in Google Ads.

Make sure you’ve added the keyword parameter to your Google Ads URLs.
CallRail will only show keywords that you're actively bidding on in Google Ads.

Here's how to add the “keyword={keyword}" parameter to your ads.

Double check that you’ve received Google PPC calls since the integration was set up.
Only Google PPC calls to keyword tracking numbers will report to Google Ads as conversions.

We can only track keywords you’re actively bidding on in Google Ads.
You'll only see keywords from call conversions if it's a keyword you're currently bidding on in Google Ads. Keywords you are not bidding on will not show in CallRail. 

Keywords will not be passed for Organic traffic
Read this article on why Google does not allow organic traffic to be tracked

The Campaign Name Isn't Showing in CallRail

Check your campaign URL settings.
Unlike keywords, campaign URLs are not dynamically filled and must be manually tagged. The template needs to be set as "utm_campaign=xyz" instead of just "campaign" by itself. The "xyz" is the actual name of the campaign. Example: Instead of using campaign={campaign} for a puppy sale campaign, enter campaign={puppysale}. 

 

If you’re still experiencing issues, don’t hesitate to reach out to our support team.

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