Troubleshoot Mobile Click-to-Call

CallRail's Google Ads Mobile Click-to-Call integration allows you to track keywords associated with your customer's mobile searches and view calls from CTC ad extensions as conversions in Google Ads. 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 Mobile Click-to-Call 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 Mobile Click-to-Call. If it shows as inactive, attempt to activate the integration again. 

How to integrate CallRail with Mobile Click-to-Call

Next, makes sure you've activated the CallRail integration for your Google Ads account.

Conversions Aren't Showing in Google Ads

Verify you've received calls to your Mobile Click-to-Call number since the integration was set up.
Conversions won't appear until calls are made to the tracking number.

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. 

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

Ex: You can set up an integration trigger to only send Mobile CTC calls that are > 5 minutes long to Google Ads. However, if 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 Mobile CTC 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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