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      Preventing and Troubleshooting Pending Status in Custom Audiences

      When creating a Custom Audience in Choozle, you may occasionally see the audience remain in a Pending status. This guide explains how to prevent that from happening and how to troubleshoot it if it does.

       

      Why this happens

      A Custom Audience can get stuck in “Pending” when one or more included data segments are deprecated, misconfigured, or not fully synced with the data provider. 

      Getting Started.

      Once you are logged into your account, navigate to the ‘Audiences’ section and click on ‘Add Custom Audiences.’ You are now in the right place to begin following the Step-by-Step Guide

      Step-by-Step Guide 

      • Step 1: Create the New Audience Using a Single Segment
        • Create the Audience with a Single Segment First
          • Build your new Custom Audience using only one segment.
          • Save it and wait for the status to update. 
        • How to Do It:
          • Create a new custom audience using only a single segment from your list.
          • Click "Save Audience"

        • Why: This helps isolate any problematic segments. Once the audience becomes active, you can safely add more segments.
      • Step 2: Check for the "Edit" Button
        • Once your audience is saved, confirm that you see the Edit option.
        • If it’s not available yet, the audience may still be processing — please give it a few minutes.
        • *It could also  mean that the first segment you added is a deprecated segment and can’t be used in audience creation.

        • If the "Edit" Button Appears:
          • Return to the audience settings.
          • Add all additional segments you want to include.

      Tip: You’ll only be able to edit once the audience is properly created.

          • Click "Save Audience" again.


      • Step 3: Look for Deprecated Segments
        •  Deprecated or invalid segments will appear highlighted in yellow in your segment list.
        • Remove those and save again.
        • How to Do It:
          • After Saving go back into 'My Custom Audiences'
          • Click the "Edit" button again to access the audience settings.
          • Deprecated segments will be highlighted in yellow.
          • Please remove any segments highlighted in yellow, e.g., the "Veterans" segment shown in the image below. 
          • Once removed click "Save Audience"

      • Step 4:
        • You can now apply this custom audience to your preferred ad group in the 'Audience' section when creating or updating the ad group. You're all set!

      Contact Support

      If you continue to encounter issues and the audience status remains pending for longer than 30 minutes despite following these steps, please reach out to our support team at help@choozle.com for further assistance.

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