Receiving an error message when trying to reconnect your Meta (Facebook) Custom Audiences account? To resolve this issue, we recommend disconnecting and reconnecting your Facebook Custom Audiences integration.
Before you get started
- Make sure that you have access to Meta Facebook Business Manager
- Make sure that you have added the ad account you want to create custom audiences under in your Business Manager - Guide to add an ad account in Business Manager
- Ensure that you have accepted the Terms of Service for Custom Audiences - Here
- The Facebook user who accepts the terms of service should be the user to connect the account to Audience Republic.
How to reconnect Meta (Facebook) Custom Audiences
- Disconnect Meta Facebook Custom Audiences from Audience Republic
- Go to Facebook and login to your account
- Click on your profile picture in the top right corner of your Facebook page.
- Select Settings & privacy, then click Settings.
- Click Business Integrations on the left side.
- Select Active or Removed, or search for a specific business integration using the search bar to the right.
Once you’re here you can:
- Adjust your settings by clicking View and edit next to the business integration to control the information it has access to.
- Renew permissions for the business integrations that have expired by clicking on View and edit and then Renew.
- Remove an integration by clicking on Remove.
- Once actioned, then try reconnecting in your Audience Republic account
If you are still experiencing the 'retry error' issue, then it can indicate that:
- Your Facebook Ad account has been flagged by Facebook.
- The Connected Facebook user/profile in ActiveCampaign is not an admin in that Facebook Ad Account.
- You do not have "Audience Optimization for Posts" enabled/ Click here for more information
- You have not yet accepted Facebook Custom Audience Terms. Click here for more information
- You have reached your limit of 500 custom audiences on Facebook. If this occurs, an error message will then appear:
EXAMPLE
Meta is automatically pausing Ad sets
To address the issue with the Meta integration automatically pausing ad sets, please follow the below steps:
- Meta treats audience changes (like adding new emails) as a structural modification, which can trigger ad set pausing for consistency and to avoid targeting inaccuracies. Please refer to Meta's article: Pause or resume automated ads
- Steps to Mitigate the Issue:
- Disable Auto-Pausing (if available): Check Meta’s audience settings or ad rules to see if automatic pausing on audience changes can be disabled.
- Duplicate Ad Sets: As a workaround, consider duplicating the ad set with the updated list when adding new emails to avoid interruptions in campaigns. Check out: How to duplicate an ad in Meta Ads Manager
Escalation to Meta Support:
- If these steps don't resolve the issue, contact Meta support to explore additional settings or adjustments they can make on their end to manage audience changes without disrupting your ads.
Related articles
How to connect Meta Facebook Custom Audiences
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