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Resolved

(@ngthanhdo)

this problem only happened for the last few days, everything was fine before.
I have checked all email accounts, tried disconnecting and reconnecting, followed many instructions on the forum but still no solution.
it always shows account 0

View post on imgur.com

2022-12-09T06:34:20+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\API\Google\Ads::get_account_details {
    "message": "The caller does not have permission",
    "code": 7,
    "status": "PERMISSION_DENIED",
    "details": [
        {
            "@type": "type.googleapis.com\/google.ads.googleads.v11.errors.GoogleAdsFailure",
            "errors": [
                {
                    "errorCode": {
                        "authorizationError": "CUSTOMER_NOT_ENABLED"
                    },
                    "message": "The customer account can't be accessed because it is not yet enabled or has been deactivated."
                }
            ],
            "requestId": "i9Z4fIQJO5JZdY88PGbhsA"
        }
    ]
}

This topic was modified 1 year, 11 months ago by ngthanhdo.

Viewing 8 replies - 1 through 8 (of 8 total)

Saif
(@babylon1999)

1 year, 11 months ago

Hello @ngthanhdo,

Thank you for sharing the error logs!

It looks like a permissions problem, please please follow the guide below on how to reconnect your account but this time make sure to check all these boxes.

Link to image: https://d.pr/i/iDIBDf

Guide: https://woocommerce.com/document/google-listings-and-ads/#disconnect-google-listings-ads

Let us know how it goes!

Thread Starter ngthanhdo
(@ngthanhdo)

1 year, 11 months ago

@babylon1999
This is the basics and I always double check. I have done it again but the result still can’t connect to my google ads account.

View post on imgur.com

I would like to further note, I have multiple google ads accounts in the same email.
Thank you for quick reply <3

Igor H
(@ihereira)

1 year, 11 months ago

Hello,

Is the same email address being used on your Jetpack, WordPress, and Google Listings and Ads?

I am asking because Google Listings & Ads will require you to connect your site with WordPress.com.

More info:

– Do I need to have a WordPress.com account??

– https://woocommerce.com/document/google-listings-and-ads-faqs/#is-jetpack-required

Let us know if there are any questions.
Thread Starter ngthanhdo
(@ngthanhdo)

1 year, 11 months ago
@ihereira
yes, all use 1 email for Jetpack, WP and Google Listings and Ads and are fully authorized.
Thank you for reply.
- This reply was modified 1 year, 11 months ago by ngthanhdo.
xue28 (woo-hc)
(@xue28)

1 year, 11 months ago

Hi @ngthanhdo

I researched the error code CUSTOMER_NOT_ENABLED and found that this means the customer account cannot be accessed because it is not in an enabled state. This occurs when the customer account hadn’t finished signup or had been deactivated.

Can you please check the Account Status of your Google Ads account under Account Preferences > Tools Icon > Preferences?

If your account has been cancelled, please click Reactivate my Account. Your account status will change to “Active.”

Otherwise, please share with us a clear screenshot of what you see on your end so that we could address you more effectively?

If you don’t already have a screenshot service installed, you can try https://snipboard.io or https://skitch.com/. You can share the direct link to the image as a response to this topic.

Let us know how it goes!

Sunday Ukafia
(@sukafia)

1 year, 11 months ago

Hi @ngthanhdo,

We took a deeper look and found there was an API error that resulted in the connection issue. Our developers have resolved it, you should now be able to connect your accounts and complete the setup.

Please try again and let us know if you need further assistance.

Thread Starter ngthanhdo
(@ngthanhdo)

1 year, 11 months ago

@sukafia everything is working again, thank you very much

xue28 (woo-hc)
(@xue28)

1 year, 11 months ago

Hi @ngthanhdo

I’m glad that the issue has been resolved here already. ??

I will be marking this thread as resolved. Should you have further inquiries, kindly create a new topic here.

Meanwhile, if you have a few minutes, we’d love it if you could leave us a review:

https://www.ads-software.com/support/plugin/google-listings-and-ads/reviews/

Thanks!

Viewing 8 replies - 1 through 8 (of 8 total)

The topic ‘can’t connect to google ads account’ is closed to new replies.