GTM AIGTM AI
Sign up

Troubleshooting Audience Access, Folders and Deletion in GTM One

Learn how to fix the messages GTM One gives when you cannot open, share, move, copy or delete an audience or a folder.

Jagannath RameshJagannath RameshPrincipal Product Manager

Learn how to fix the messages GTM One gives when you cannot open, share, move, copy or delete an audience or a folder.

Overview

Every audience and folder is checked against your access before GTM One acts on it. Your access is Viewer, Editor or owner, and it is set by whoever shared the audience with you. A refused action changes nothing. In some places GTM One shows the message below, and in others a general message. The cause and the fix are the same.

Find the message or symptom that matches what you see, and follow the steps under it.

You do not have access to an audience

  1. In the left navigation panel, click Audiences.
  2. Click the Shared with me quick filter and look for the audience.
  3. If it is not listed, ask its owner to share it with you (see How to Share an Audience in GTM One).
  4. If it is listed but an action is refused, your access is Viewer. Ask the owner to change it to Editor.

You cannot change who an audience is shared with

Changing sharing needs at least edit-level access to the audience.

  1. Open the audience and click Share in the top-right corner of the page.
  2. If you cannot change access, ask the owner to change it or to give you edit access.

You cannot change or move a folder

  1. Check that you own the folder, or that it was shared with you with edit access.
  2. When moving an audience to another folder, check that you also have access to the folder you are moving it to. Choose a folder you own if you are not sure.
  3. If the folder was deleted, refresh the Audiences page and pick another one.

A seller's copy cannot be moved out of its folder

An audience that was built for a seller by routing is a copy, and it stays in its routing folder for as long as it exists. Every request to move a seller's copy is refused, including a request to change its position inside that folder. Adding a seller's copy to another folder with Add Audiences to Folder is refused in the same way, because that also takes it out of its current folder.

  1. Leave the seller's copy where it is.
  2. If you want an audience in a different folder, move the original audience instead.
  3. To change who gets which records, see Troubleshooting Audience Routing and Seller Sync in GTM One.

A folder cannot be copied

  1. Check that the folder holds at least one audience. An empty folder cannot be copied.
  2. Select audiences that are in that folder. An audience that was moved out of it since you opened the dialog cannot be copied with it.
  3. If copying stops at a creation limit, see Troubleshooting Audiences in GTM One.

A demo audience cannot be deleted

Demo audiences are temporarily protected from deletion.

  1. Leave the demo audience in place.
  2. Delete only audiences you built yourself.

An audience or folder cannot be found

  1. Refresh the Audiences page.
  2. If the audience was deleted, build it again (see How to Build an Audience in GTM One).
  3. If a link to it does not open, ask the owner to share it with you again.

If you see an error

  • "You do not have access to this workbook". "Workbook" here means the audience. You do not have access to it. Ask its owner to share it with you.
  • "You need at least WRITE access to modify workbook access grants". Changing sharing needs edit-level access. Ask the owner to change your access.
  • "You do not have access to modify this folder". The folder is not yours to change. Ask its owner.
  • "You do not have access to this folder". The folder is not shared with you. Ask its owner to share it.
  • "You do not have access to the target folder". You cannot move an audience into a folder you do not have access to. Choose a folder you own.
  • "Audience" followed by an id and "is managed by an audience activation and can not be moved out of its folder". The audience is a seller's copy. Leave it in its folder and move the original audience instead.
  • "Demo audiences are temporarily restricted from deletion." The audience is a demo audience. Leave it in place.
  • "Cannot copy empty folder". The folder has no audiences. Add audiences before copying.
  • "Audiences map cannot be empty". No audience was chosen for the copy. Choose at least one.
  • "Audience" followed by an id and "not found in folder". The audience is no longer in the folder you are copying. Choose audiences that are in it.
  • "Workbook with ID" followed by an id, "is not in folder" and an id. The audience is not in that folder. Refresh the page and try again.
  • "Folder not found for the given Id" followed by an id, or "Folder not found". The folder was deleted. Refresh the Audiences page.
  • "Audience not found for the given Id" followed by an id. The audience was deleted or you cannot open it. Check Shared with me.
  • "No access record found for workbookId" followed by an id. The audience has no sharing record for your account. Ask the owner to share it again.

Resources