What should I do if my token has expired?
If your token expires, log out of the connected ad account and log in again.
When you re-authenticate, tokens for all ad accounts linked to that login are refreshed automatically.
You do not need to resend your segments. Existing segments will continue syncing with the renewed token.
I sent a segment, but I can’t see any users in the ad platform. What should I do?
When a segment is sent, Insider One first creates the audience in TikTok Ads. User synchronization then begins during the next nightly sync at 00:00 (based on your InOne panel’s timezone).
TikTok may require additional processing time before users appear. In most cases, the audience population becomes visible the next day.
Why can’t I remove a specific TikTok Ads account from InOne Integration Settings?
Only the user who originally connected the TikTok Ads account can remove it from Integration Settings. That user must still have Admin access to the related TikTok Ads account.
Does it take a long time for TikTok Ads audiences to populate?
Audience syncing starts as soon as the segment is sent.
Population typically completes within 6–12 hours, but may take up to 48 hours depending on TikTok’s processing time.
I can’t link my TikTok Ads account, and the button is disabled. What should I do?
Common causes include:
Lack of Admin or Operator access to the TikTok Ads account
Lack of Admin access in TikTok Business Center
Ads account is paused, restricted, or inactive
Token or user lacks required API permissions
Please verify that:
Your TikTok user has Admin access in Business Center.
Your user has Admin or Operator access to the Ads account.
The Ads account is active and can create custom audiences.
If the Ads account was previously restricted or deactivated, it must be reactivated in TikTok Ads Manager before connecting it to Insider One.
How do I know if users were matched successfully in TikTok?
TikTok does not provide user-level or match-level details due to privacy policies.
Audience size is displayed only after sufficient users are matched. Because of this limitation, it is not possible to identify exactly which users were matched.
Can I send identifiers other than email address and phone number to TikTok?
No. TikTok currently supports only the following identifiers for custom audience matching:
Email address
Phone number
Other identifiers (name, external ID, location, advertising IDs) are not supported. Advertising IDs (for example, IDFA or GAID) are being phased out due to tightening privacy regulations, which is why Insider One supports only the allowed identifiers for TikTok.
Why do I receive an error after sending a Dynamic Segment to TikTok?
TikTok enforces a minimum audience size threshold. If fewer than 1,000 matched users result on TikTok’s side, TikTok may reject the audience or return an error.
This can occur even when the Insider One segment is larger because:
Not all users have TikTok accounts
Some users cannot be matched
Email or phone data may be outdated or missing
Ensure your segment contains a sufficiently large and reachable user base before sending it.
How long does it take for audiences to populate in TikTok Ads?
Insider One syncs audiences during nightly sync jobs. TikTok processes uploads asynchronously, which means:
Audience size may not appear immediately.
Match counts may update gradually.
Delays may occur despite successful sync completion.
This behavior is expected and controlled by TikTok processing speed.
Why is my matching rate lower than expected?
Lower match rates are typically due to:
Users not having TikTok accounts
Privacy and data-usage restrictions
Invalid or outdated contact information
TikTok filtering unmatched or low-confidence records
Match rates may improve as processing continues, but will not reach 100% due to platform privacy constraints.