Fix issues with importing phone call conversions
To keep track of phone calls that lead to sales or other valuable customer actions, you can import data about your phone call conversions into Google Ads. Sometimes, the total number of conversions that Google Ads counts might not match your expectations.
This article goes over common reasons why some of your phone call conversions don’t seem to be counted.
Your Google forwarding numbers are not enabled
For Google Ads to match the calls, Google forwarding numbers
must have been enabled for your call extensions and call-only ads at the time you received the calls.
Your file includes calls from other sources
Google Ads can only match and import calls from your Google click-to-call and call-only ads. If your upload includes other sources, these calls won’t be counted as conversions.
Your file includes calls from desktop and tablet ads
Currently, Google Ads only matches and imports calls from paid click-to-call and call-only ads in mobile devices. Manually dialed calls from desktop and tablet ads aren’t supported yet. (Though Google Ads does support calls from your website after someone clicks a desktop or tablet ad.) You can measure what percentage of your calls fall into this category by filtering the results for the error message "Google Ads can’t import calls that are manually dialed from desktop or tablet ads" with the error code DESKTOP_CALL_NOT_SUPPORTED.
People call without clicking your call extensions or call-only ads
If someone manually dials the displayed number in your ad, you’re not charged for the call, even though it was driven by your ad. These free calls aren’t counted as conversions.
Your file contains incorrect data
If you include incorrect data in the file you’ve imported, you’ll receive an error or your conversions won’t be counted. Here are a couple of things to look out for:
- If you use multiple Google Ads accounts, check to make sure that you’re uploading your conversions to the right account.
- Check if the time zone is correct and the time and time zone use one of the supported formats. It’s recommended that you use the time zone formats in this list to avoid errors during daylight savings time transitions.
Your file has too many rows
Limit your import conversions file to no more than 25,000 rows.