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Audience Troubleshooting

If you define an audience and it's not populating, here are some troubleshooting tips. You can also reach out to our Customer Delight 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 footer, 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 footer as a best practice, but if slow load times are an issue for you, move it to your 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 in your global footer before the </body> 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.

  1. Navigate to your Audience tab and go to the audience that isn't populating. Click copy ID to clipboard.
  2. Find your audience pixel in the HTML of your website page(s) and paste the ID after adroll_segments = in quotes.

Note: Make sure your audience pixel is added directly below your AdRoll Pixel. 

Event

Your script contains the wrong audience ID.

  1. Navigate to your Audience tab and go to the audience that isn't populating. Click copy ID to clipboard.
  2. Find your event pixel in the onclick action of the button you added it to and paste the ID after {"adroll_segments" :  in quotes.
  3. Make sure that you've placed the event pixel in the onclick action of your button.

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
  1. Check how your .CSV file is formatted

    Make sure there are no empty rows in your list. Also, check to make sure the file is saved as a .CSV file.

  2. There are less than 100 emails in your list.

    There cannot be any empty rows (gaps) in your email list.

  3. It hasn't been 7 days.

    If it hasn't been a full 7 days, check back soon.

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