You have already successfully connected one RetentionX account with Google Ads, but are unable to do so for a second RetentionX account? Don't worry, you didn't do anything wrong, you just ran into a Google Ads restriction. If you receive the following error message, please read on to troubleshoot the problem.
The Issue
Google's integration framework only permits a single Google user account to be connected to one RetentionX account at a time. This limitation leads to problems when trying to manage multiple RetentionX accounts with the same Google user account. This typically affects:
- Agencies that use the same Google user account to manage multiple brands.
- Brands with a multi-store setup that use the same Google user account to manage multiple store.
The Solution
The easiest way to work around this problem is to use another user account to create the connection. However, it is important to make sure that this user has all the required permissions.
There is no additional user?
If a colleague's user account cannot be used to set up the integration, we recommend creating a "dummy" user account in Google Ads that has all the permissions required for successful integration. However, please make sure that this user is maintained in the future, as the connection to RetentionX will be cut if this user is deleted.
We're here to help! Just send us a message with your questions to success@retentionx.com and we'll get back to you as soon as possible.
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