Customer Match for Search Not Working

[John Joe Smith]

Why do my audiences when uploaded to the Customer Match endpoint say that we have 10K users for display and Gmail with 100% match rate, but 0 customers and 0% match rate for Search Ads? 

Can you look at this upload and see if there's an additional formatting requirement, ID or param that Search requires that Display and Gmail don't that's causing the 0% match? My team has been over all requirements in exhaustive detail, along with a lot of testing, and we still can't get it to work for Search.  

See example API response below. 

Thank You.

[Google Ads API Forum Advisor]

Hi,

Thank you for reaching out to the Google Ads API support team.

Please note that before attempting to validate your match rate, ensure that your upload job has completed. Your match rate might be lower than expected for a number of reasons, including:

• The data was not hashed before it was uploaded.
• The data was not correctly formatted before it was hashed.
• You are comparing against match rates in a different system.

It's possible for an advertiser to reach anywhere from 1% to 99% of their list, based on how active their users are on Google Search, Gmail, or YouTube. For a more detailed guide on troubleshooting low match rates, visit the Help Center. 

Note that list size and match rate reflect different values. Match rate counts all users with a Google account even if they are not actually able to be reached with the Customer Match list. List size counts active users that matched a Google account and are able to be reached by Ads personalization. Let us know if you have any further queries. 

 

This message is in relation to case "ref:!00D1U01174p.!5004Q02vEaBp:ref" (ADR-00261069)

Thanks,
 

Google Ads API Team

 

[John Joe Smith]

My question is, how could the list sizes be so different for Display and Search. I understand some level of variation, but clearly there is either a bug with Customer Match for Search campaigns, or an additional requirement with Customer Match that only applies to Search campaigns that is not documented somewhere (me and my team have been over the requirements and triple-checked and tested all our API calls and we are doing everything correctly).

Can you help us identify why our lists are populating almost 10K users for Display Campaigns but 0 for Search? 

Thanks,

John Joe

[Google Ads API Forum Advisor]

Hi,

To do further checks from our end to find the root cause of the ‘0’ user issue for search campaigns, kindly provide the customer ID of your Google Ads account and the respective 'audience segment name' so that we can check and get back to you. 

This message is in relation to case "ref:!00D1U01174p.!5004Q02vEaBp:ref" (ADR-00261069)

Thanks,
 

Google Ads API Team

Register for the upcoming workshop: Performance Max and the Google Ads API!
 

[John Joe Smith]

Hello,

I just responded with the details in a private email to keep them hidden from the group. Please let me know where I should check for a response. Thank you.

[Rosina Cowie]

Hi John, thanking you for your response. The error is most likely a result of my own doing or not completing. I am just trying to work my way and learn my way through these processes.

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[Google Ads API Forum Advisor]

Hi,

Upon checking the audience segment ID (8719539982), I could see that the list size is showing as '1.1K - 2.4K'. A list could appear smaller than expected when viewed in the Audience Manager from the Google Ads UI. This view shows the number of active users in the list. For more information, see this troubleshooting guide. I would recommend you to refer to the 'Compare to the Google Ads UI' documentation for more information. For privacy purposes, the user list size shows as zero until the list has at least 1,000 members. After that, the size is rounded to the two most significant digits. Can you confirm if you are passing the consent field of customer_match_user_list_metadata in your OfflineUserDataJob create requests? 

Google Ads only uses a Customer Match user list for targeting if it has met a minimum threshold of active users at the time the ad is served; active users is the number of users on your list who are active on Gmail, Search, YouTube, or Display. Upload at least 5,000 members to increase the chance of having enough matched, active users for targeting.

As you are saying, your list has below 5000 users, then as per the list size '1.1K - 2.4K' which is shown in Google Ads UI is valid. However, I could see that daily replacement operation is taking place with this audience segment ID. Can you confirm whether you are removing any users from the user list? If yes, in order to investigate your issue further, kindly provide us with the complete API logs (request and response logs with request-id and request header) generated at your end to better assist you further. 

If you are using a client library and haven't enabled the logging yet, I would request you to enable logging for the specific client library that you are using. You can refer to the guides Java, .Net, PHP, Python, Ruby or Perl to enable logging at your end. For REST interface requests, you can enable logging via the curl command by using the -i flag.

You can send the details via Reply privately to the author option, or direct private reply to this email.

 

This message is in relation to case "ref:!00D1U01174p.!5004Q02vEaBp:ref" (ADR-00261069)

Thanks,
 

Google Ads API Team