What should I do if my Facebook token has expired?
If your Facebook token expires, log out of your Facebook account and log in again via the Insider One’s InOne Panel.
This action automatically refreshes the token for all Facebook Ads accounts connected to that Facebook user. You do not need to resend your segments; synchronization resumes automatically after re-authentication.
I sent a segment, but I can’t see any users in Facebook Ads. What should I do?
When a segment is sent, Insider One first creates the Custom Audience in Facebook Ads.
User synchronization then begins during Insider One’s nightly sync job at 00:00, based on your panel’s timezone.
Depending on Meta’s processing time, it may take several hours for users to appear. In most cases, users are visible by the next day.
Why can’t I remove a specific Facebook Ads account from Integration Settings?
Only the user who originally connected the Facebook Ads account can remove it from Integration Settings.
That user must also still have the required permissions (such as Admin or Advertiser) in both Facebook Business Manager and the related Ads Account.
Does it take a long time for Facebook Ads audiences to populate?
Audience syncing starts automatically after creation. However, Meta may take 24–48 hours to process and display the audience size.
This delay is controlled entirely by Meta and may vary depending on audience size and matching performance.
What user role do I need to integrate a Facebook Ads account?
To integrate a Facebook Ads account in InOne Settings:
Manage Users
Edit & Publish (with or without PII)
To send or publish segments to Facebook Ads:
Manage Users
Edit & Publish (with or without PII)
Collaborate (with or without PII)
To remove an integrated Facebook Ads account:
Manage Users
Or the same user who originally connected the account.
Are there any limits I should be aware of for Facebook Ads Remarketing?
Yes. Facebook enforces the following limits:
Up to 500 Custom Audiences per Ads Account
Insider One sends users in batches of up to 3,000 users per batch
Sync duration may vary based on:
Segment size
Database queue
Facebook processing speed
As a result, syncing can take anywhere from a few minutes to several hours.
Why is the matching rate low, even with manual uploads?
Low match rates can occur for several reasons:
User privacy settings limiting Custom Audience matching
Ad personalization preferences set by users
Country or regional restrictions
Data quality issues, such as invalid or outdated email addresses or phone numbers
Processing time, as Facebook matching may improve gradually
If manual uploads also result in low match rates, this typically indicates a data quality issue rather than a platform issue.
How can I improve the Custom Audience match rate?
You can improve match rates by:
Ensuring email addresses and phone numbers are accurate and up to date.
Encouraging users to keep their contact information up to date.
Educating users on the value of personalized advertising and privacy settings.
I can’t link my Facebook Ads account, and the button is disabled. What should I do?
Common causes include:
You do not have Admin or Advertiser access to the Ads Account.
Your Facebook user lacks the required role in Business Manager.
The Ads Account is disabled, restricted, or inactive.
The Ads Account is not properly assigned to your Business Manager.
Verify permissions under Business Settings > Accounts > Ad Accounts.
If the Ads Account was previously disabled or restricted, it must be resolved and reactivated in Meta before it can be connected to Insider One.