FAQ about Facebook Ads

Why can I not add the Ad Account user in Architect Settings?

If you're unable to add an Ad Account user in Architect Settings, consider the following:

1. Ensure you have a Facebook Business Manager account.
2. Check if you have any Facebook Ad Accounts linked to your Facebook Business Manager account.
3. Confirm that your account user token is authenticated and has access to the desired ad accounts in Facebook Business Manager.

Why can I not add the audience?

• You will see the “You don’t have permission” error. It is most probably about Facebook’s Custom Audience Terms. Accept Meta's Custom Audience Terms of Service to prevent future occurrences. Note that you'll need to log into your Facebook account to view and accept the terms. Additionally, consider accepting the Meta Business Tools Terms with Facebook.
• Ensure your account user token is authenticated and has access to the desired ad accounts in Facebook Business Manager. If your token has expired, remove the Facebook connection in Architect Settings, reconnect it, and save the Facebook elements you created.
• Verify that you have the required ad account roles: ANALYZE, MANAGE, or ADVERTISE.
• If you've reached the 500 custom audience limit on Facebook, visit Facebook Audience Manager to delete unnecessary audiences before creating new ones in the Facebook element.

Why are users not coming into the Meta Custom Audience?

If users are not appearing in the Meta Custom Audience, consider the following:

• Your account token might have expired. To resolve this, remove the Facebook connection in Architect Settings, reconnect it, and ensure that you save any previously created Facebook elements.
• Users might not have email addresses, phone numbers, or the gdpr_opt-in attribute in the InOne panel. Ensure that the necessary information is available for users in your InOne panel.
• Double-check that you are sending email addresses, phone numbers, and gdpr_opt-in attributes to Meta in the correct format. Ensure the data is formatted properly to avoid any issues.

What kind of user role do I need for the InOne panel for the Facebook Ads integration?

To integrate the main account in InOne Settings, you need:

• Administrator
• Editor (with or without PII)


To publish/send the segment to the respective Ads Platform (after the Ad account is Integrated into InOne), you need:

• Administrator 
• Editor (with or without PII)
• Collaborator (with or without PII)


To remove the Ad account that is integrated, you need:

• Administrator
• Or whoever integrated the account before.

Why do I see different results between Insider One and Facebook Ads?

You can refer to the common reasons below to better understand why you see different results between Insider One and Facebook:

• Privacy Settings: Some users might have strict privacy settings on their Facebook accounts, making it challenging for Facebook to match their phone numbers. If users choose not to share their phone numbers or restrict access to this information, Facebook might be unable to match them.
• User Preferences: Users might have opted out of custom audience matching in their Facebook privacy settings. This means that even if you provide their phone numbers, Facebook will not use this information to match them to your custom audience.
• Country Restrictions: Facebook's custom audience matching might be limited by country or region. If the majority of the provided phone numbers are from a country where Facebook has restrictions, it could affect the matching process.
• Ad Preferences: Some users might have adjusted their ad preferences to limit the targeting options available to advertisers. This could affect whether they are included in your custom audience.
• Incomplete User Profiles: If the users in your list have incomplete or sparse Facebook profiles, it might be harder for Facebook to match them accurately to existing profiles on the platform.
• Timing and Data Processing: Facebook's matching process takes time, and not all matches might be instant. It's possible that additional matches could occur over time as Facebook updates its databases and processes the provided data.

How can I improve my custom audience match rate?

To improve your custom audience match rate, you can consider the following strategies:

• Provide accurate and up-to-date data: Ensure that your phone numbers or other identifiers are accurate and up-to-date.
• Encourage users to update privacy settings: Educate your audience about the benefits of your advertising campaigns and encourage them to update their privacy settings to allow for better matching.
• Consider using email addresses: If phone numbers are not yielding a high match rate, consider using email addresses for custom audience creation. Some users might have email addresses associated with their Facebook accounts that can be matched more effectively.

Can I send the user’s attributes or events to the custom audience?

Facebook does not allow it for privacy reasons. However, you can see what segments you pass to custom audiences by segmenting users in check conditions and starter elements in Architect.

How do I know if users have matched after passing users to Facebook?

Facebook does not provide this information for privacy reasons.

What is the frequency of the segment being sent to Facebook (Meta)?

The audiences you send get populated after midnight.

Why do I receive an error after I send the dynamic segment from InOne to Facebook?

While sending your dynamic segment from InOne to Facebook Ads, it needs to include a minimum of 1000 users matched on Facebook's end.

Why can’t I make changes to External Platform Integrations in InOne?

To make any changes to External Platform Integrations, you must have either Administrator or Editor with PII access in InOne. Refer to User Roles for more information.