AdRoll Troubleshooting & Debugging

Diagnose and fix AdRoll pixel issues, audience building problems, conversion tracking errors, and integration failures.

Troubleshooting Overview

AdRoll issues typically fall into pixel firing, audience building, conversion attribution, or integration failures. Use the AdRoll Pixel Inspector, browser DevTools, and dashboard diagnostics to identify root causes. Most problems stem from incorrect pixel placement, ad blockers, domain mismatches, or delayed catalog syncs.

Quick Diagnostic Checklist

Pixel not firing: Check browser console for errors, verify pixel ID, test in incognito mode
No audience growth: Confirm pixel fires on target pages, check audience rules, wait 24-48 hours
Missing conversions: Validate conversion event syntax, check currency formatting, review attribution windows
Integration failures: Review platform credentials, check API rate limits, verify data mappings

Pixel Installation & Firing Issues

Pixel Not Loading

Symptoms:

No AdRoll requests in browser Network tab
Pixel status shows "Not detected" in AdRoll dashboard
Audience segments remain at zero users

Diagnostic steps:

1. Verify pixel code installation:

// Open browser console and check for AdRoll global object
console.log(window.adroll);
// Should output: {f: Array(3), ...}

// Check advertiser and pixel IDs
console.log(adroll_adv_id, adroll_pix_id);
// Should output: "YOUR_ADV_ID" "YOUR_PIX_ID"

2. Check network requests:

Open DevTools → Network tab
Filter by "adroll"
Refresh page and look for requests to s.adroll.com or d.adroll.com
If no requests appear, pixel code is not executing

3. Common causes:

Missing or incorrect IDs:

// WRONG - Typo in variable names
adrol_adv_id = "ABC123"; // Missing 'l'
adroll_pix_id = ""; // Empty pixel ID

// CORRECT
adroll_adv_id = "ABC123XYZ";
adroll_pix_id = "DEF456GHI";

Pixel code placed incorrectly:

<!-- WRONG - Inside conditional that doesn't execute -->
{% if false %}
<script>/* AdRoll pixel */</script>
{% endif %}

<!-- WRONG - After closing </html> tag -->
</html>
<script>/* AdRoll pixel */</script>

<!-- CORRECT - Inside <head> before other scripts -->
<head>
  <script type="text/javascript">
    adroll_adv_id = "ABC123";
    adroll_pix_id = "DEF456";
    /* ... rest of pixel code ... */
  </script>
</head>

GTM container not firing:

Check GTM Preview mode shows AdRoll tag firing
Verify trigger conditions match current page
Test in incognito mode to rule out browser extensions

Fixes:

Copy fresh pixel code from AdRoll dashboard → Pixels → Installation Code
Ensure adroll_adv_id and adroll_pix_id match dashboard exactly (case-sensitive)
Place pixel in <head> section before other marketing tags
Test with GTM Preview Mode or publish a new container version

Pixel Firing But Not Recording Data

Symptoms:

Network requests to AdRoll appear in DevTools
Dashboard still shows "No recent activity"
Audiences remain empty after 48 hours

Diagnostic steps:

1. Check request payloads:

// Open DevTools → Network → Filter "adroll"
// Click on request to s.adroll.com/j/ADVID/roundtrip.js
// Check Query String Parameters:
// - adroll_adv_id: Should match your advertiser ID
// - adroll_pix_id: Should match your pixel ID
// - __adroll_url: Should be current page URL

2. Verify domain ownership:

AdRoll only tracks domains listed in Settings → Pixels → Approved Domains
Add missing domains: example.com, www.example.com, shop.example.com
Include all subdomains and protocol variations (http/https)

3. Check for duplicate pixels:

// Search page source for multiple pixel instances
// Run in browser console:
document.querySelectorAll('script').forEach(s => {
  if (s.innerHTML.includes('adroll_adv_id')) {
    console.log('Found pixel:', s.innerHTML.substring(0, 100));
  }
});
// Should only output once; multiple = duplicate pixels causing conflicts

Fixes:

Add current domain to AdRoll → Settings → Pixels → Domains
Remove duplicate pixel code (check theme, plugins, GTM)
Wait 24-48 hours for data to appear (AdRoll has processing delay)
Clear browser cache and test in incognito mode

Ad Blockers & Privacy Tools

Symptoms:

Pixel works for some users but not others
Internal testing shows pixel firing, but low audience growth
Console errors: "blocked by client" or "ERR_BLOCKED_BY_CLIENT"

Impact:

~25-40% of users have ad blockers (uBlock Origin, AdBlock Plus, Brave)
Safari's Intelligent Tracking Prevention (ITP) limits cookie lifespan to 7 days
Firefox Enhanced Tracking Protection blocks third-party tracking requests

Mitigation strategies:

1. Server-side tracking: Use Segment, mParticle, or AdRoll API to send events server-side:

// Client-side (blocked by ~30% of users)
adroll.track("purchase", {...});

// Server-side (bypasses ad blockers)
// In your backend (Node.js example)
const axios = require('axios');
axios.post('https://services.adroll.com/api/v1/track', {
  advertiser_id: 'ABC123',
  pixel_id: 'DEF456',
  event: 'purchase',
  user_id: 'hashed_email',
  properties: {order_id: 'ORD-789', value: 99.99}
}, {
  headers: {'Authorization': 'Bearer YOUR_API_KEY'}
});

2. First-party subdomain (CNAME):

Request AdRoll support to set up track.yourdomain.com → d.adroll.com
Reduces ITP impact by using first-party cookies
Requires DNS CNAME record and SSL certificate

3. Consent management:

// Only load pixel after user consent
if (userConsented) {
  const script = document.createElement('script');
  script.src = 'https://s.adroll.com/j/' + adroll_adv_id + '/roundtrip.js';
  document.head.appendChild(script);
}

Testing ad blocker impact:

Install uBlock Origin in test browser
Visit your site and check Network tab (AdRoll requests blocked)
Disable uBlock and verify requests succeed
Calculate impact: Compare audience size to GA users (e.g., 10K GA users vs 6K AdRoll = 40% blocked)

Conversion Tracking Issues

Conversions Not Recording

Symptoms:

Purchase events fire in browser console but don't appear in AdRoll dashboard
Conversion count is lower than expected
Revenue attribution missing or incorrect

Diagnostic steps:

1. Verify conversion event syntax:

// Open browser console on confirmation/thank-you page
// Check for conversion tracking call
console.log('AdRoll conversion event:', adroll.track);

// Manually trigger test conversion
adroll.track("purchase", {
  order_id: "TEST-" + Date.now(),
  currency: "USD",
  conversion_value: 10.00,
  products: [{product_id: "TEST", quantity: 1, price: 10.00}]
});
// Check Network tab for POST to d.adroll.com/fb/

2. Common syntax errors:

Missing required fields:

// WRONG - Missing conversion_value
adroll.track("purchase", {
  order_id: "ORD-123"
}); // Won't record revenue

// CORRECT - Include conversion_value and currency
adroll.track("purchase", {
  order_id: "ORD-123",
  conversion_value: 99.99,
  currency: "USD"
});

Incorrect data types:

// WRONG - Value as string
adroll.track("purchase", {
  conversion_value: "$99.99", // Should be number
  products: "SKU-001" // Should be array
});

// CORRECT - Proper data types
adroll.track("purchase", {
  conversion_value: 99.99, // Number, no currency symbol
  products: [{product_id: "SKU-001", quantity: 1, price: 99.99}]
});

Currency formatting:

// WRONG - Invalid currency code
currency: "dollars" // Must be ISO 4217 code

// CORRECT
currency: "USD" // or "EUR", "GBP", etc.

3. Check conversion window:

AdRoll defaults to 30-day click and 1-day view attribution windows
Conversions outside these windows won't be credited to campaigns
Adjust in AdRoll → Settings → Attribution → Conversion Windows

Fixes:

Use adroll.track("purchase", {...}) not adroll.track("pageView", {...})
Ensure conversion_value is a number (no $ or commas)
Fire conversion event AFTER purchase completes (on thank-you page)
Test with unique order_id each time to avoid deduplication

Duplicate Conversions

Symptoms:

Same order counted multiple times in AdRoll
Revenue numbers inflated compared to actual sales
Conversion rate unrealistically high

Causes:

1. Multiple pixel fires on thank-you page:

// User refreshes confirmation page
// → Conversion fires again with same order_id
// AdRoll should deduplicate by order_id, but delays can cause duplicates

2. Missing order_id:

// WRONG - No order_id means AdRoll can't deduplicate
adroll.track("purchase", {
  conversion_value: 50.00,
  currency: "USD"
}); // Every page load = new conversion

// CORRECT - Always include unique order_id
adroll.track("purchase", {
  order_id: "ORD-12345", // Unique per transaction
  conversion_value: 50.00,
  currency: "USD"
});

3. Both client and server-side tracking:

// Client-side pixel fires
adroll.track("purchase", {order_id: "ORD-123"});

// AND server-side API call with same order_id
// → Duplicate conversion unless using deduplication parameter

Fixes:

Prevent multiple fires:

// Fire conversion only once per session
if (!sessionStorage.getItem('adroll_conversion_fired')) {
  adroll.track("purchase", {
    order_id: "{{ order.id }}",
    conversion_value: {{ order.total }}
  });
  sessionStorage.setItem('adroll_conversion_fired', 'true');
}

Server-side deduplication:

// When using both client and server-side tracking
// Client-side: Generate event_id
const eventId = 'evt_' + Date.now() + '_' + Math.random();
adroll.track("purchase", {
  order_id: "ORD-123",
  event_id: eventId // Deduplication key
});

// Server-side: Use same event_id
API.track({
  event: "purchase",
  event_id: eventId, // Same ID prevents duplicate
  order_id: "ORD-123"
});

Audit conversions:

Export conversion report: AdRoll → Reports → Conversions → Export CSV
Check for duplicate order_id values
Contact AdRoll support to remove duplicate conversions (provide order IDs)

Attribution Discrepancies

Symptoms:

AdRoll shows more/fewer conversions than Google Analytics
Revenue totals don't match Shopify or backend data
Conversion attribution differs from other platforms

Why this happens:

1. Attribution windows:

AdRoll: 30-day click, 1-day view (customizable)
Google Analytics: Last non-direct click (typically)
Facebook: 7-day click, 1-day view default
→ Same conversion credited to different sources

2. Cross-device tracking:

AdRoll uses probabilistic cross-device matching
User clicks ad on mobile, converts on desktop
GA may attribute to "direct" or "organic" if no referrer carried over

3. Ad blocker impact:

30-40% of users block AdRoll pixel
GA may track these users via first-party analytics.js
→ GA shows higher user counts

4. Timezone differences:

AdRoll reports in advertiser account timezone
GA reports in property timezone
Orders near midnight may appear in different days

Reconciliation strategies:

1. Use consistent attribution model:

Set AdRoll to match GA: Settings → Attribution → Last-click
Or set GA to match AdRoll: Use Data-Driven Attribution

2. Compare date ranges carefully:

Use same timezone for both platforms
Export reports as CSV with timestamps
Account for 24-48 hour processing delay in AdRoll

3. Track unique order IDs:

// Tag conversions with source parameter
adroll.track("purchase", {
  order_id: "ORD-123",
  conversion_value: 99.99,
  source: "adroll_campaign_id" // Add source tracking
});

// In GA, tag AdRoll traffic with UTM parameters
// Compare orders by source in backend analytics

Expected variance: ±10-15% is normal due to attribution methodology differences

Audience Building Issues

Audience Not Growing

Symptoms:

Audience segment created but stuck at 0 users
Segment size is much smaller than expected (e.g., 100 users vs 10K site visitors)
"Not enough users" error when trying to launch campaign

Diagnostic steps:

1. Check pixel coverage:

Open AdRoll → Audiences → [Your Audience] → Details
Verify "Pixel firing on target pages" shows green checkmark
Test by visiting target page and refreshing audience stats after 24 hours

2. Review audience rules:

// Example: Audience = "Visited /products page in last 30 days"
// Check if pixel fires on /products:
// 1. Visit your-site.com/products
// 2. Open DevTools → Console
console.log(window.location.pathname); // Should be "/products"
console.log(adroll); // Pixel should be loaded

// 3. Check AdRoll event:
// DevTools → Network → Filter "adroll"
// Look for request with adroll_segment_rule or page URL

3. Common audience configuration issues:

URL rule too specific:

WRONG: URL equals "https://example.com/products?utm_source=google"
→ Only matches exact URL with query string

CORRECT: URL contains "/products"
→ Matches all product pages regardless of parameters

Lookback window too short:

WRONG: Visited /checkout in last 1 day
→ Only captures users who checked out in last 24 hours

BETTER: Visited /checkout in last 30 days
→ Larger audience for retargeting

Conflicting rules:

Rule 1: Visited /products
AND
Rule 2: Visited /checkout
AND
Rule 3: Did NOT complete purchase
→ Very narrow audience; consider changing AND to OR

4. Check minimum audience size:

Facebook requires 100+ users for Custom Audiences
Google requires 1,000+ for Customer Match
TikTok requires 1,000+ for Custom Audiences
Wait 48-72 hours for audiences to populate and reach minimums

Fixes:

Broaden audience rules (use "contains" instead of "equals")
Extend lookback window (30-60 days instead of 7)
Check pixel fires on target pages (see Pixel Firing Issues above)
Combine multiple small audiences into one larger segment

Dynamic Audience Segments Empty

Symptoms:

Product-based audiences (e.g., "Viewed Product X") have no users
Category audiences not populating
Cart abandonment segment shows zero users despite cart activity

Causes:

1. Product data not being sent:

// Check if product data is included in page views
// Open product page → DevTools → Console
console.log(adroll.track);

// Manually check what's being sent
// DevTools → Network → Find adroll request
// Check for product_id, category parameters

2. Product ID mismatch:

// Product catalog uses SKU: "WIDGET-001"
// But pixel sends: "widget-001" (lowercase)
// → AdRoll can't match, audience stays empty

// FIX: Ensure consistent product_id format
adroll.track("pageView", {
  product_id: "WIDGET-001", // Match catalog exactly
  price: 49.99
});

3. Catalog sync delay:

Product catalog updates every 6-24 hours (varies by integration)
New products may not appear in audience rules immediately
Allow 48 hours after catalog sync before troubleshooting

Fixes:

Verify product tracking:

// On product detail page, run in console:
adroll.track("pageView", {
  product_id: "TEST-SKU-001",
  product_name: "Test Product",
  price: 10.00,
  category: "Test"
});
// Check AdRoll → Audiences → Create → Product-based
// "TEST-SKU-001" should appear in product search after 24 hours

Check catalog sync status:

AdRoll → Products → Catalog Status
Look for sync errors (invalid XML, API failures)
Re-sync manually: Catalog → Sync Now

Standardize product IDs:

// E-commerce platform backend
// Export product catalog
// Compare product_id in catalog vs. pixel events
// Must match exactly (case-sensitive)

Audience Decay / Shrinking

Symptoms:

Audience was 10K users, now down to 2K
Retargeting campaigns show "Audience too small" warning
Audience size fluctuates daily

Expected behavior:

Audiences are dynamic windows (e.g., "Last 30 days")
As users age out of window, audience shrinks
Normal to see 10-20% weekly decay if no new traffic

Unexpected shrinkage causes:

1. Pixel stopped firing:

Site redesign removed pixel code
GTM container was paused or tag disabled
Check pixel status: AdRoll → Pixels → Pixel Health

2. Domain change:

Site moved from old-site.com to new-site.com
AdRoll still tracking old domain
Add new domain: Settings → Pixels → Approved Domains

3. Bot traffic filtered:

AdRoll automatically removes bot/spider traffic
Can cause 20-30% drop in audience size vs. raw pageviews
This is expected and improves campaign quality

4. Cookie consent impact:

GDPR/CCPA consent banner added
Users who decline tracking not added to audiences
Can reduce audience growth by 30-50% in EU regions

Fixes:

Monitor pixel health daily: Dashboard → Pixel Status
Set up alerts for >50% audience drop: Settings → Notifications
Refresh audiences with new traffic sources (SEO, paid search)
Consider server-side tracking to bypass consent requirements (where legal)

Integration-Specific Issues

Shopify Integration Failing

Symptoms:

AdRoll Shopify app installed but pixel not firing
Product catalog not syncing
Purchase conversions not appearing

Diagnostic steps:

1. Verify app permissions:

Shopify Admin → Apps → AdRoll → App Settings
Check permissions granted: Read orders, customers, products
Re-authorize if any permissions missing

2. Check theme integration:

<!-- View page source on Shopify storefront -->
<!-- Search for "adroll" -->
<!-- Should see pixel code in <head> section -->
<!-- If missing, app may not have theme access -->

3. Review catalog sync logs:

AdRoll → Products → Catalog → Sync Logs
Look for errors: "API rate limit exceeded", "Invalid product data"

Common issues:

App uninstalled/reinstalled:

Pixel ID changes with each install
Old pixel still in theme code
Fix: Remove old pixel manually from theme.liquid

Multi-currency issues:

<!-- WRONG - Sends currency symbol -->
conversion_value: "{{ checkout.total_price }}" → "$99.99"

<!-- CORRECT - Remove currency formatting -->
conversion_value: {{ checkout.total_price | money_without_currency }} → 99.99
currency: "{{ shop.currency }}" → "USD"

Draft orders not tracked:

AdRoll only tracks published orders
Test orders must be real (paid) to trigger conversions
Use Shopify's "test payment gateway" for safe testing

Fixes:

Uninstall and reinstall AdRoll app: Apps → AdRoll → Delete → Reinstall
Clear Shopify theme cache: Online Store → Themes → Actions → Clear Cache
Manually add pixel to theme.liquid if app integration fails
Contact AdRoll support with Shopify store URL and error logs

WooCommerce Plugin Issues

Symptoms:

WooCommerce plugin activated but pixel not firing
Products not syncing to AdRoll catalog
Purchase tracking not working

Diagnostic steps:

1. Check plugin version:

WordPress Admin → Plugins → Installed Plugins
Ensure "AdRoll for WooCommerce" is latest version
Update if outdated: Update Now

2. Verify plugin settings:

WooCommerce → Settings → Integration → AdRoll
Confirm Advertiser ID and Pixel ID are entered correctly
Enable "Product Catalog Sync" and "Purchase Tracking" checkboxes

3. Check for JavaScript conflicts:

// Open browser console on WooCommerce site
// Look for errors like:
// "Uncaught ReferenceError: adroll is not defined"
// → Plugin loading after other scripts try to call adroll.track()

Common issues:

Theme compatibility:

Some themes don't have wp_head() hook
Pixel code won't inject automatically
Fix: Manually add pixel to theme header.php

Caching plugins:

W3 Total Cache, WP Rocket may cache pages without pixel
Fix: Exclude AdRoll pixel from JavaScript minification/combining
Add to cache exclusion list: *adroll*

Product feed generation:

<!-- Check product feed at: yoursite.com/adroll-product-feed.xml -->
<!-- Should see XML with products: -->
<products>
  <product>
    <id>SKU-001</id>
    <title>Product Name</title>
    <price>49.99</price>
  </product>
</products>

<!-- If 404 error or empty, regenerate feed: -->
<!-- WooCommerce → Settings → Integration → AdRoll → Regenerate Feed -->

Fixes:

Deactivate all other plugins temporarily to find conflicts
Switch to default WordPress theme (Twenty Twenty-Five) to test
Check file permissions: wp-content/plugins/adroll-woocommerce/ should be readable
Reinstall plugin: Deactivate → Delete → Reinstall from WordPress.org

Google Tag Manager (GTM) Issues

Symptoms:

AdRoll tag added to GTM but not firing
Tag fires on some pages but not others
Conversion events not triggering

Diagnostic steps:

1. Use GTM Preview Mode:

GTM → Workspace → Preview
Visit your site in preview window
Check "Tags Fired" section for "AdRoll Pixel"
If in "Tags Not Fired", trigger conditions aren't met

2. Check trigger configuration:

Tag: AdRoll Pixel
Trigger: All Pages
↑ Should fire on: All Pages (Page View)

If trigger is "Some Pages":
- Trigger conditions: Page URL contains "checkout"
- Test by visiting checkout page
- If tag still doesn't fire, trigger logic is wrong

3. Verify variable mappings:

// For conversion tracking with GTM variables
// Tag Configuration → AdRoll Conversion Event
// Field: conversion_value
// Value: {{DLV - Transaction Total}} ← GTM variable

// Check if variable is defined:
// Preview Mode → Variables tab → Data Layer Variables
// Look for "DLV - Transaction Total"
// If undefined or "0", data layer isn't populated

Common issues:

Wrong trigger type:

WRONG:
Tag: AdRoll Purchase Event
Trigger: All Pages (Page View)
→ Fires on every page, not just purchases

CORRECT:
Tag: AdRoll Purchase Event
Trigger: Purchase Complete (Custom Event: transaction)
→ Fires only when data layer push occurs

Data layer not ready:

// AdRoll tag fires before data layer is populated
// WRONG order:
1. AdRoll tag fires
2. Data layer pushed (too late)

// FIX: Use "DOM Ready" or "Window Loaded" trigger
// Or add tag sequencing: Fire AdRoll AFTER data layer tag

GTM container not published:

Changes in workspace don't go live until published
GTM → Submit → Publish
Test with GTM Preview Mode first

Fixes:

Set trigger to "All Pages - DOM Ready" instead of "Page View"
Use tag sequencing: Advanced Settings → Tag Sequencing
Check data layer syntax: Preview Mode → Data Layer tab
Test in incognito mode to rule out browser caching

Dashboard & Reporting Issues

Discrepancies in Metrics

Symptoms:

Dashboard shows different numbers than exported reports
Metrics don't match across different dashboard pages
Historical data changes when viewing older dates

Causes:

1. Data processing delay:

AdRoll processes data in batches every 4-6 hours
Recent data (last 24-48 hours) may be incomplete
Historical data can be updated retroactively (deduplication, fraud detection)

2. Attribution model changes:

Changing attribution window retroactively affects historical conversions
Settings → Attribution → Conversion Window: 30 days → 7 days
Older conversions beyond 7 days are removed from reports

3. Timezone discrepancies:

Account timezone: Pacific Time
Export timezone: UTC
Same conversion appears on different days

Fixes:

Always compare data from 48+ hours ago (allow processing time)
Use consistent date ranges and timezones for exports
Lock attribution settings before running historical reports
Download raw data for custom analysis: Reports → Export → All Fields

Campaign Performance Showing Zero

Symptoms:

Campaign is active but shows 0 impressions, clicks, conversions
Budget not spending
Audience status shows "Active" but no delivery

Diagnostic steps:

1. Check campaign approval:

Campaigns → [Your Campaign] → Status
If "Under Review", ads need approval (can take 24 hours)
If "Rejected", click for rejection reason (policy violation, creative issues)

2. Verify audience size:

Campaign → Settings → Audiences
Audience must have 100+ active users for Facebook/Instagram
If "Audience too small", wait for growth or combine audiences

3. Check bid and budget:

Bid too low: CPC bid below $0.50 may not win auctions
Budget too low: Daily budget under $10 may not deliver
Fix: Increase bid to recommended range or use auto-bidding

4. Review targeting restrictions:

Geographic targeting too narrow (e.g., single zip code)
Device targeting excludes most users (desktop-only in mobile-first audience)
Fix: Broaden geo targeting or remove device restrictions

Fixes:

Increase daily budget to at least $20 for consistent delivery
Use "Automatic Bidding" instead of manual CPC
Expand audience to 10K+ users by extending lookback window
Contact AdRoll support if campaign stuck "Under Review" >48 hours

API & Advanced Troubleshooting

API Authentication Errors

Symptoms:

API requests return 401 Unauthorized
"Invalid API key" errors
Recently working API integration suddenly failing

Fixes:

1. Verify API key:

# Test API key
curl -H "Authorization: Bearer YOUR_API_KEY" \
  https://services.adroll.com/api/v1/advertisable

# Should return advertiser list
# If 401, API key is invalid or expired

2. Check API key permissions:

AdRoll → Settings → API Access → Manage Keys
Ensure key has correct scopes: read:campaigns, write:audiences, etc.
Regenerate key if permissions changed

3. Rotate expired keys:

API keys expire after 365 days
Regenerate: Settings → API Access → [Key] → Regenerate
Update key in your application config

Rate limiting:

# If you see 429 Too Many Requests
# AdRoll API limits: 100 requests/minute
# Implement exponential backoff:

import time
import requests

def api_call_with_retry(url, headers, max_retries=3):
  for i in range(max_retries):
    response = requests.get(url, headers=headers)
    if response.status_code == 429:
      wait_time = 2 ** i  # Exponential backoff
      time.sleep(wait_time)
      continue
    return response
  raise Exception("Max retries exceeded")

Getting Help

AdRoll Support Channels

1. Email support:

Email: support@adroll.com
Include: Advertiser ID, pixel ID, campaign ID, screenshots
Response time: 24-48 hours (business days)

2. Live chat:

Available in AdRoll dashboard (bottom-right icon)
Hours: Mon-Fri 9am-5pm PT
Best for urgent issues

3. Help center:

https://help.adroll.com
Searchable knowledge base, troubleshooting guides
Community forum for user discussions

4. Developer docs:

https://developers.adroll.com
API reference, integration guides, sample code

Information to Provide

When contacting support, include:

Subject: [Issue Type] - [Brief Description]

Advertiser ID: ABC123XYZ
Pixel ID: DEF456GHI (if relevant)
Campaign ID: GHI789JKL (if campaign issue)

Issue Description:
- What were you trying to do?
- What happened instead?
- When did this start?
- Is this affecting all campaigns/audiences or specific ones?

Steps Taken:
- [List troubleshooting steps you've already tried]

Screenshots:
- [Attach relevant screenshots from dashboard, browser console, etc.]

Browser/Environment:
- Browser: Chrome 120 / Safari 17 / etc.
- OS: Windows 11 / macOS 14 / etc.
- Ad blockers: Enabled/Disabled

Next Steps

Setup & Implementation - Correct pixel installation
Event Tracking - Fix conversion tracking syntax
Integrations - Platform-specific integration troubleshooting