Troubleshoot Your Google AdWords Integration

Our integration with Google AdWords lets you track call conversions from PPC clicks using keyword-level call tracking. However, sometimes errors can occur during the integration setup, within the AdWords account, or within the CallRail application.

Use this article to:

  • Troubleshoot common AdWords 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 AdWords. The integration may have been automatically disabled due to a system error in AdWords or another issue. If it shows as inactive, attempt to activate the integration again.

How to integrate CallRail with Google AdWords.

Conversions Not Showing in AdWords

Verify the correct AdWords account is connected.
If you manage multiple AdWords accounts, you may accidentally have linked the incorrect account 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 AdWords as conversions.

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 AdWords account. 

Check that the keyword pool numbers are actually swapping.
If no visitors are able to see/call keyword pool numbers (due to Swap Precedence, swap.js missing from the web page, incorrect swap target settings, keyword pool size too small etc.), then no calls will be reported to AdWords as conversions. Check the Number Assignment Table page to see if keyword pool numbers are swapping.

Instructions on viewing the Number Assignments Table page.

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

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 AdWords as conversions.

Check your AdWords integration triggers.
Ensure there aren’t integration trigger settings preventing the desired conversions from being pushed into AdWords. Ex: If there is an integration trigger set up to only send calls that are > 5 minutes long to AdWords, but all calls so far are 2 minutes long, then none of the calls will report into AdWords as conversions.

Learn about integration triggers.

Is auto-tagging enabled within the AdWords 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 AdWords as a conversion.

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

Look for call conversions in the Tools > Conversions section of your AdWords account.

Step-by-step instructions on viewing call conversions in AdWords

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

Keywords Not Showing in CallRail 

Is auto-tagging enabled within the AdWords 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 AdWords as a conversion.

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

Make sure you’ve added the keyword parameter to your Google AdWords final URLs.
Instructions on adding the “keyword={keyword}" tracking parameter in AdWords.

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 AdWords as conversions.

We can only track keywords you’re actively bidding on in AdWords.
You'll only see keywords from call conversions if it's a keyword you're currently bidding on in AdWords. 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

Campaign Name Not 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}. 

Wrong AdWords Account Showing in the Integration Drop-Down

It’s likely that the Google email address you’re using is tied directly as a non-Google AdWords Manager Accounts account somewhere within AdWords, and that’s the account that CallRail is recognizing for the integration.

Completely disassociate that AdWords account with your email address.
Once this happens, you’ll be able to retry the AdWords integration with that email address and see the desired company as an option in the drop-down menu.

Create a new email address and have that new email set up as a managing user for the AdWords account.
You’ll then use this new email address to connect to AdWords.

How to create an AdWords manager account.

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

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