Urgent Bug: AuthorizationError.CUSTOMER_NOT_ACTIVE error for whole hierarchy even if 1 account is inactive

[AdWordsApiUser]

Hello,

When pulling a list of accounts using ManagedCustomerService, the service is returning AuthorizationError.CUSTOMER_NOT_ACTIVE if the hierarchy contains even one inactive account (or that is what our observations is right now). The calls to individual accounts using the same oauth token work correctly. This is preventing our users from managing their accounts. Would appreciate a quick resolution.

Cheers,

MG

[Dhanya Sundararaju (AdWords API Team)]

Hi MG,

In order to troubleshoot further, could you please reply back with the emailid used for API call, the target MCC id and client customer id of an inactive account?

Regards,
Dhanya, AdWords API Team

[AdWordsApiUser]

I just replied privately to you.

[Dhanya Sundararaju (AdWords API Team)]

Hi MG,

Thank you for letting us know. We are looking at this issue and will reply on this thread as soon as we have an update. 

[Alon Diamant]

Hi there

We are also getting these errors. It started around 4-5 days ago.

None of the ad accounts we have are older than 15 months, most of them are (perhaps) a month old.

One example we've seen is a Google account which is an Admin in an AdWords Manager Account, which is valid and works as expected. It manages a Client Account that was created by another MA.

Also, a single Client Account (perhaps created before the Manager Account, perhaps after, but indeed created by the same Google account) is shown in the account selection UI as "Setup in progress".

This account setup process was started and aborted days if not weeks ago, and was never finished.

Calling the CustomerService (v201802) immediately returns an HTTP 500 error, with code:

'[AuthorizationError.CUSTOMER_NOT_ACTIVE @ ; trigger:\\'<null>\\']'

This is the code (Python):

adwordsClient = getAdwordsClient(refreshToken, clientCustomerId=None)
customerService = adwordsClient.GetService('CustomerService', version='v201802')
accounts = customerService.getCustomers()

So really, nothing special in the code. Not asking for a specific CA, just for the directly accessible customer accounts.

Thing is, the "Account in Setup" CA blocks us from seeing the MA which is completely valid.

This seems like the bug reported by MG.

Any way we can help?

Thanks,

Alon

[Dhanya Sundararaju (AdWords API Team)]

Hi all,

Thanks for the details. We are looking into it and will post on this thread once we have any updates.

[Dhanya Sundararaju (AdWords API Team)]

Hi all,

The issue has been fixed. Could you please retry and let me know if you still get errors when pulling up active accounts?

[Soufiane Ghzal]

Hi Dhanya

It does, thanks for the support!