Users suddenly getting errors for [AuthorizationError.CUSTOMER_NOT_ACTIVE @ ; trigger:‘’]

[jessic...@supermetrics.com]

Our connector that uses the AdWords API has users suddenly seeing errors like this when trying to authenticate or use the connector:
[AuthorizationError.CUSTOMER_NOT_ACTIVE @ ; trigger:‘’]

OAuth account fetch error: xxxxx resp: [AuthorizationError.CUSTOMER_NOT_ACTIVE @ ; trigger:'<null>'] (Supermetrics request ID: xxxx). tokenreq: client_id=xxxx.apps.googleusercontent.com&redirect_uri=https%3A%2F%2Fsupermetrics.com%2Flogin-complete%2F&code=4xxxx&client_secret=Fxxxx&grant_type=authorization_code
The first report we got from users is at 12:18 EEST. Others reported later (probably as they got to work and found it busted).

[Sreelakshmi Sasidharan (AdWords API Team)]

Hi Jessica, 

Could you please confirm if the AdWords account against which you are making the API calls has reached 15 months without any spend? If so, as per our announcement earlier, such accounts will be cancelled and the API requests against those accounts will fail. Please check this blog post for more details. If this is not the case, could you please share the client customer Id of the account which is failing? I can take a closer look. 

Thanks,
Sreelakshmi, AdWords API Team

[jessic...@supermetrics.com]

Yeah that may be it - we stumbled on this when we kept looking:

https://ads-developers.googleblog.com/2018/03/changes-to-inactive-adwords-accounts.html

And I bet that is the issue. We updated our code so it will report the account with the problem so that our users can check and remove that account.

Thank you for your help!

Jessica

[Alon Diamant]

Hi there Sreelakshmi,

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

None of these ad accounts 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 a bug. How can I report it?

Thanks,

Alon

[Sreelakshmi Sasidharan (AdWords API Team)]

Hi Alon, 

To clarify, are you saying that a user who has access to an active manager account, which also happens to manage a client account that is currently in "Setup in progress" status is getting CUSTOMER_NOT_ACTIVE (while performing CustomerService.getCustomers())? If your API call is against an account which is not currently active, you are expected to see this error as described in the blog. If this is not the case, could you please share the SOAP logs and the email Id of the user authenticating the API call?

[Alon Diamant]

Hi there,

The case is the following:

User us...@gmail.com has admin access to two customer accounts:

Manager Account M

Client Account C, which is in "setup mode"

It also happens to be that Manager Account M manages a Client Account X. Both M and X are completely valid, and work fine via UI, no warnings, notifications or alerts.

When making the call above, however, we get the CUSTOMER_NOT_ACTIVE error.

I'm sending you the SOAP logs in private.

Alon

[Tiana S.]

Hi Sreelakshmi,

Just a quick heads up that we're also seeing this error for active accounts. One user states they moved some clients around in MCCs and now for any requests made for the account `CUSTOMER_NOT_ACTIVE` is being returned.

I can of course provide more info privately if needed.
Thanks for looking into this!

Kind regards,

Tiana

[Sreelakshmi Sasidharan (AdWords API Team)]

Hello All, 

We are aware of this issue and our team is currently looking into this. I will keep you posted as I get more updates from the Team. Please note that if the account against which the API call is being made is inactive (while specifying the client customer Id in the header), the API call is expected to fail. If the user authenticating the API call has access to only one account which is canceled, the API call to CustomerService.getCustomers() without a client customer Id in the header is also expected to fail. 

[Alon Diamant]

It should not fail, though, if there's a valid, active Manager Account. :)

ᐧ

Alon Diamant CTO, Selectom w: www.selectom.com

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[Sreelakshmi Sasidharan (AdWords API Team)]

Hi All, 

The issue has been resolved. Could you please retry the API requests and let me know if you are still facing issues? 

[Alon Diamant]

Hey Sreelakshmi,

Great! I can confirm this issue is resolved. Very fast response time, thank you!

Alon

ᐧ

Alon Diamant CTO, Selectom w: www.selectom.com

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