You can refer to these most common issues if you are experiencing any issues with the Facebook Custom Audiences integration.
- I cannot open the Facebook element.
- I cannot add an ad account user in Architect settings.
- I cannot add an audience.
- I cannot send users to Facebook Custom Audience.
Not able to open the Facebook element
Facebook Custom Audiences feature is not activated. Please contact the Insider One team.
Not able to add ad account user in Architect settings
- You may not have a Facebook Business Manager account.
- You may not have any Facebook Ad Account linked to the Facebook Business Manager account.
- Make sure your account user token is authenticated and has access to the desired ad accounts in Facebook Business Manager.
Not able to add audience
- You will see the "you don’t have permission” error. You need to accept Facebook's Custom Audience Terms of Service. Doing so will prevent this issue from happening in the future with your journey. You must log in to your Facebook account to view the Terms of Service. We also recommend accepting the Facebook Business Tools Terms with Facebook in addition to the Custom Audiences Terms.
- Your account token may be expired. Make sure your account user token is authenticated and has access to the desired ad accounts in Facebook Business Manager. You must remove the Facebook connection in Architect Settings and connect it again. After that, you need to save the Facebook elements you created.
- You may not have the required ad account roles: ANALYZE, MANAGE, or ADVERTISE.
- You may have reached the 500 custom audience limit on Facebook. Go into Facebook Audience Manager to delete the unneeded ones before creating new Custom Audiences in the Facebook element.
Users are not sent to Facebook Custom Audience
- Your account token may be expired. You must remove the Facebook connection in Architect Settings and connect it again. After that, you need to save the Facebook elements you created.
- Users may not have email addresses/phone numbers or gdpr_opt-in.
- You may be sending an email address/phone number and gdpr_opt-in in the wrong format.
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Note that Facebook regularly updates its terms and policies. Once Facebook does that, you need to reaccept Facebook Custom Audience terms.
If your company obtains your users' consent in compliance with the local regulations, make sure to pass the GDPR opt-in field to Insider One. If you want to stop collecting and processing the data of an identified user, GDPR opt-in field should have the false value. Insider One cannot be held liable if these obligations are not fulfilled and reserves the right to seek compensation from your company.