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Troubleshooting Guide

Issue 1: "Google Ads is not configured" Warning Banner

  • Symptom: A warning banner blocks setup when selecting Google Ads.

  • Solution: Navigate to Marketing > Integrations, connect your Google Ads account, authorize required permissions, and then return to complete your sync configuration.

Issue 2: High Count of "Invalid Contacts" in Sync Logs

  • Symptom: The history log records un-synced contacts in the Invalid Contacts column.

  • Solution: Check your source segment data formatting. Meta and Google require properly formatted email addresses and international phone numbers (e.g., +1... or +91...). Update your segment rules to exclude incomplete records.

Issue 3: Scheduled Sync Is Not Running

  • Symptom: The Next Sync On date passes without updating.

  • Solution: Verify that the Sync Toggle on the Audience Sync dashboard is enabled. If it was toggled off, auto-syncing pauses until re-enabled.

Issue 4: Match Rate Discrepancies

  • Symptom: The destination audience count in Meta/Google is smaller than your OptCulture segment count.

  • Solution: Ad platforms match records using hashed identity algorithms. Only contacts with active accounts on Meta or Google will match. Match rates typically range from 40% to 70%. Ensure your OptCulture contacts include both email addresses and phone numbers to maximize match performance.

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