Campaign and Audience Troubleshooting Guide

This article outlines the first steps you can take to troubleshoot common campaign and audience issues. If these checks do not resolve the issue, please contact your Account Manager or support@rollworks.com

Campaign Spend Issues

Basics:

  • Double check if you are looking at the correct date range. Extend to today’s date to see if spend has started.
  • Double check if there are active ads in the campaign or if there are any ads in the "rejected" state.  
  • Do you have strict geo targeting restrictions? Reach and scale outside of North America may be much more limited.
  • See tips to increase reach here.

My Web Retargeting campaign isn’t spending

  • Check the audience size - is there a sufficient amount of cookies to target?
  • Are you running all ad sizes + native ads? To maximize reach and improve performance, it is recommended to have the full suite of ad sizes and ad types. 
  • Consider changing the optimization strategy from conversions (default) to clicks if there are no site conversions.

My Facebook Retargeting campaign isn’t spending

  • The most common reason for FB spend issues is due to the creatives - FB will reject ads for the following reasons:
    • If the text in the image exceeds 20% of the space. Use this tool to confirm any limitations.
    • If the image is not compliant with their non-discrimination policy (ie: ensure the creative is inclusive and not specific to any gender, race, age group, etc). 
  • Check the audience size - is there a sufficient amount of cookies to target?

My LinkedIn campaign isn't spending

  • LI requires a minimum of 300 members matched in order for the campaign to serve. If you do not meet this minimum, add more companies to your account list to increase the size of your matched audience segment.
  • Check to see if the audience is too restrictive.
    • If you are targeting specific job titles, it is recommended that you use multiple variations of a title to maximize reach.
  • Opting into LinkedIn Audience Network (LI's partner apps and websites) will improve reach by up to 25%.
  • Learn more about LI campaigns here

My Account Targeting campaign / Playbook isn’t spending

  • Check the audience size - is the targeting too narrow / have too many user-level attributes layered?
    • Learn more about audience best practices for Account Targeting Playbooks here.
  • Are you running all ad sizes + native ads? To maximize reach and improve performance, it is recommended to have the full suite of ad sizes and ad types. 

 

Audience Issues

Basics:

  • Double check if our pixel is on the landing page.
  • Make sure the page you are segmenting is actually on your website domain (ie: if you are promoting an event on Eventbrite, we can not put our pixel on eventbrite.com → try targeting a page on your website that promotes the event instead). 
  • Learn more about ad audiences here.

An URL audience segment isn’t populating / the site visitor traffic dropped

  • Navigate to the landing page and check to see if our pixel is placed on the page by using PixelPal.
  • Check the syntax of the url pattern - url audiences should not contain the “www.” string in the segmentation as this causes segment ordering issues (ie: if you want to target the demo page, it should read as /demo-request* instead of www.rollworks.com/demo-request*). 

How do I know if conversion tracking is working properly?

  • Perform a test conversion by navigating to the landing page and completing the form fill. Check PixelPal to confirm if there’s an existing “Thank You” segment. If there isn’t, create one. 
  • Click into the conversion segment and look at the graph to see how the site activity is trending. If there’s no data, there may be a technical issue.
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