Problem retrieving Google Ads account list in Google sales channel (cannot link Google Ads account)

jsmoley
Shopify Partner
2 0 9

Screen Shot 2022-04-06 at 2.09.40 pm.png

Whenever I try to connect a Google Ads account to the Google sales channel I am met with the message: "There was a problem retrieving your Google Ads account list." I can now only link a Google Ads account by selecting "Create new," however I need to be able to link existing advertising accounts.

 

This appears to be a bug that is affecting all the Shopify stores I support (I work for an advertising agency). Can I submit this bug to Shopify to fix? Has anyone found a solution to this issue?

Replies 14 (14)

Nick-Brewer
Visitor
1 0 3

I have this same issue with 2 new sites we are setting up. Google Merchant Center connected fine, but I cannot connect our existing Google Ads accounts.

jsuhand
Visitor
1 0 2

i have this same issue ..shopify have to fix this 

Matteodip
Visitor
1 0 2

Same issue, someone of you know if this affecting conversion tracking? My ads account didn’t track anymore from yesterday 

amberksparks
Tourist
5 0 2

It is! Have you found a solution? 

spottedbearmktg
Visitor
1 0 1

Same problem here...I am a Shopify partner and have multiple sites that I manage.

yojosefo
Visitor
1 0 0

Help, this is broken now

amberksparks
Tourist
5 0 2

Has anyone found a solution? 

3azzzeh
Excursionist
18 0 7

I am facing same exact issue
I hope someone urgently solves this

rodrigouh1995
Visitor
1 0 0

Has anyone been able to solve this issue? This issue seems to be recent and after the latest update to the google channel app. Support was not sure what the problem was and told me it was because my account wan not a "client" account(account type: Client)  This does not make any sense though.

 

Please help shopify!

jsmoley
Shopify Partner
2 0 9

The current resolution from Shopify Support (full description below) is to fully unlink and relink your accounts. This resolution did not work for me and so Shopify Support has said: At this moment, if this reconnection couldn't solve it, all we can right now is to wait. We are monitoring the situation with Google, and once we receive an update from our developers, I will let you know immediately via email. Once Shopify Support provides me with a resolution I will post the same here.

 

Current Shopify Resolution 

  • Try fully disconnecting and reconnecting your Google sales channel on Shopify
jsmoley_0-1650325317876.png

 

You'll want to disconnect your Merchant Center account first, then your actual Google account - wait about 15 minutes or so just so we can be sure the background processes finish properly and reconnect.

The Google account email needs to be added to your Ad account as well, under Settings & Billing > Account > Access & Security (Google documentation). You'll need to make sure you've given your Google account email admin access here!

Ensuring you are using a supported account type is also a necessary. There are two different types of Google Ads accounts; manager and client accounts. Client accounts are supported by the Google channel, but Manager accounts aren't as they can't create ads directly, so we filter them out. When connecting an Ads account in the Google Ads Account section of the Google channel, the account must be a client account.

ShazAk
Visitor
1 0 0

So this is how I resolved it:

a) Use a different email ID, and disconnect it from any MCC or MCA accounts. Just make that email the admin of the child accounts for both the MCC or MCA. Admin at child account level, no access at MCC level

b) let it cool for 15-20 mins

c) try again. I could see my Adwords accounts show up.

Goktug_Gursoy
Shopify Partner
7 0 0

Has anyone been able to solve this issue?

JHaqk
Visitor
3 0 0

having same issue, please share if someone has found the solution. It would be highly appreciated. 

ToucanBox_Tech
Shopify Partner
1 0 0

I had the exact same issue and tried everything suggested in this thread but nothing worked for me. I contacted Shopify Support that came up with a workaround that worked for me:

 

In some cases, if you have a cancelled or inactive Google Ads account, this can cause issues when trying to link active ones. Google are aware of and working on this issue and Shopify is currently waiting on a resolution from them. You can also follow Google's status page here - note how Google Ads is missing a green tick which indicates an issue on their side.

 

To check this, please follow these steps:

  1. Go to https://ads.google.com/ and click "Sign in" at the top.

  2. Check for any cancelled/inactive accounts:

    ToucanBox_Tech_0-1652777287709.png

     

  3. Access the cancelled/inactive account and check the status of it. This can be seen under Tools & Settings > Setup > Preferences > Account status:

    ToucanBox_Tech_1-1652777287939.png

     


    If the account shows any status other than cancelled, click "Cancel my account".

  4. Once the status shows as cancelled, the next step is to remove access for the email account that has been added to the Google Channel. This is found under Tools & Settings > Access and security:

    ToucanBox_Tech_2-1652777287786.png

     

  5. Remove access:

    ToucanBox_Tech_3-1652777287766.png

     


    NOTE: If there is only one user showing on the Google Ads account, removing access will prevent you from being able to access the account again in the future. If you wish to keep the account as cancelled, you will need to add a new Admin User before removing access. The email address added must be different to the email address visible in the Google Channel.

  6. Return to Shopify and refresh the Google Channel. You should now see any active Google Ads accounts showing as an option to connect to.