If you define an audience and it's not populating, here are some troubleshooting tips. You can also reach out to our Customer Support team.
Check out instructions for how to set up different audience types.
Your audience stopped populating
If your audience has stopped collecting visitors, this usually indicates that there has been a change on your website. Check to make sure that there haven't been any changes to your site that may have caused your AdRoll Pixel to be dropped.
Your audience is smaller than expected
This is likely due to page load time. Since we recommend that you activate your AdRoll Pixel in your global header, your pixel doesn't fire until your footer loads. If your page contains a lot of multimedia (sounds, images, videos), it's possible that it isn't loading fast enough for your AdRoll Pixel to finish firing before your visitor navigates away.
We recommend that you place your AdRoll Pixel in your global header.
All |
Make sure your AdRoll Pixel is active on every page of your website. Your AdRoll Pixel can only detect activity if it is active on the page. Place your pixel is placed in the global header section, just above the closing header tag. |
URL | Check your URL pattern.
Your AdRoll Pixel is case sensitive and looks for an exact match, so check for capitalization and spelling differences that might throw off a match.
One page, two audiences. Check your page URL. Could the page be matched to more than one of your defined audiences? If so, it's possible that one of your audiences is receiving all of the traffic that you intended to capture with the second. |
Fixed |
Your script contains the wrong audience ID.
Note: Make sure your audience pixel is added directly below your AdRoll Pixel. |
Event |
Your script contains the wrong audience ID.
Event-Based audiences can be difficult to troubleshoot, so work with your technical team to make sure that you've placed the pixel in the onclick action of your button. |
CRM |
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