Issues with API delays and imports.

[Max Pollak]

Hello, We've recently built an API from our data warehouse directly into Google Ads to create and routinely update custom audience lists. We're experiencing some issues that I'm hoping you all can help us with. For some more context, we're importing the lists using 3 Identifiers, Email, Phone, and Address. 

We're uploading the full list twice a month. We were originally importing only new, incremental names daily, but the incremental names were often very small (5-20 per list, per day), and therefore were getting ignored by Google and not impacting the list sizes.

1. The lists are taking between 4 - 5 days to fully load. This seems abnormal. Our list sizes range from 40k to 400k and there was no discernible difference in time to fully load. Does this seem appropriate?
2. Our match rates are incredibly small. We are seeing match rates between 26%-32%
3. We are uploading the full list each time, as "Add New" not "Replace". Are we going to be able to use our already populated lists during the populating period, will the ads still run? Or since we're adding the full list again, will our ads be paused as the new list has to run against the old list to ensure no duplication is going on?
   

We're also not seeing these audiences generate impressions, despite having 10k-20k users and no restrictions on the advertising side.

Thank you

[Google Ads API and AdWords API Forum]

Re-posting the last inquiry (https://groups.google.com/g/adwords-api/c/idYU4I9HpFw) from the forum as it wasn't routed to our support queue.

Regards,

Google Ads API Team

[Google Ads API Forum Advisor]

Hello,

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

With regards to your concern, please find the below answers.

1.The lists are taking between 4 - 5 days to fully load. This seems abnormal. Our list sizes range from 40k to 400k and there was no discernible difference in time to fully load. Does this seem appropriate?

• It takes 6 to 48 hours for a list to be populated with members, so you'll most likely see an "In Progress" status (on the Google Ads UI) if you upload to an audience list more frequently than once every 12 hours.
• If your job includes a remove_all operation, it may run for up to 72 hours.
• More information can be found in Customer Match considerations.

2.Our match rates are incredibly small. We are seeing match rates between 26%-32%

• There might be a problem in the uploading process and with this we will need the complete request and response logs with request ID and request header generated on your end along with the uncropped screenshots of the equivalent data in UI.
• However, if you are certain that the upload process is not the issue, you may also check this documentation About Customer Match match rates as it is explained there how match rates are shown and how this can be improved.

3.We are uploading the full list each time, as "Add New" not "Replace". Are we going to be able to use our already populated lists during the populating period, will the ads still run? Or since we're adding the full list again, will our ads be paused as the new list has to run against the old list to ensure no duplication is going on?

• I believe running of ads should not be affected by adding new user to the user lists. However, if this does not suffice, can you please give more context on this section so we can provide accurate guidance to your concern?

Moreover, you also mentioned that these audiences does not generate impressions. Can you provide the uncropped UI screenshot of the relevant data including your customer id?

You may send the requested information privately via "Reply to Author" option. If that option is not available to you, you may directly send it to this alias googleadsa...@google.com.

Regards,

Google Ads API Team

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