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Why did I get an email asking me to reconnect Google Ads?

Google stopped accepting the connection TrueROAS uses to send your sales to Google Ads, and signing in again fixes it.

What the email means

TrueROAS sends your sales to Google Ads so Google can see which ads led to a sale and bid with better data. To do that, it uses the Google account that was connected when Google Ads was set up.

When Google refuses that connection, TrueROAS keeps your settings and tries again after 1 hour, then after 3 hours, then every 6 hours. If it still fails after more than a day, you get this email once.

Google usually refuses a connection because:

  • Someone removed TrueROAS from the Google account's third-party access.
  • The connection was not used for six months.

What happens to your sales meanwhile

  • Your orders are still tracked in TrueROAS.
  • Google Ads does not receive new sales from TrueROAS until you reconnect.
  • After you reconnect, the sales Google missed are sent automatically, oldest first, up to 90 days back. Google does not accept sales older than 90 days.

How to reconnect

  1. Click Reconnect Google Ads in the email, or open Setup in the left menu and click Integrations. If you have more than one store, pick the store named in the email in the store list at the top of the left menu.
  2. Under Feed Ad Platforms True Data, on the Enhanced Conversions card with the Google Ads logo, click Reconnect Google.
  3. In Connect Google Ads Account, sign in with the Google account that manages your ads. Allow the Google popup if your browser asks.
  4. If the card does not show Reporting: ON afterwards, pick your Google Ads account and conversion action again.

Good to know

  • The email goes to the store owner and to the person who connected Google Ads, if that is someone else. Someone from the TrueROAS team is copied so we can help if you reply.
  • You get one email per problem, not one a day. If the connection breaks again later, you get a new email.
  • While TrueROAS is still retrying, the Enhanced Conversions card shows Reporting: ON. Once the retries have failed for more than a day, it shows Reconnect Google.
  • After 7 more days of failed daily checks, TrueROAS stops testing the old connection. Only signing in again brings it back.
  • The Google settings in Events Manager show whether Google accepts the login and when your sales last reached Google. See What does the Google Ads health section in Events Manager show?.
  • TrueROAS cannot fix the connection for you. Only a person who can sign in to the Google account that manages your ads can reconnect it.
  • If TrueROAS also stops loading your Google Ads numbers, see What do I do when my Meta or Google Ads connection stops working?.