How to Troubleshoot Meta Audience Issues – RetentionX

You’ve successfully connected RetentionX with your Meta Ads account and activated the audience sync for Facebook and Instagram—great!

Once activated, your selected RetentionX segments are created as audiences in your Meta Ads account the following morning, labeled as: [RX][Company Name][Segment Name].

If you don’t see your audiences in Meta Ads Manager after that, please review the checks below:

Agree to Meta's Terms of Service

To create or update audiences based on imported customer lists, Meta requires acceptance of the Custom Audiences Terms of Service (TOS) under Ads → Manage → Custom Audiences → TOS.

Meta defines several different TOS, but only one is relevant for RetentionX audience syncing:

✔︎ Custom Audience TOS: https://business.facebook.com/ads/manage/customaudiences/tos.php
✗ Web Custom Audience TOS: https://business.facebook.com/customaudiences/app/tos
✗ Offsite Pixel TOS: https://business.facebook.com/ads/manage/convtrack/tosapi.php

Therefore, you can use the following link:
https://business.facebook.com/ads/manage/customaudiences/tos.php
Do not load the page yet, but open another tab and go to your Business Manager and open your Ad Account. In the URL you will find the following string:
?act=1234567890&pid=p1&business_id=1234567890
Copy this text and paste it in the first tab behind the URL. When you press enter, you will be directed to a page where you can accept the Terms of Service.

If you're an agency or consultant and accept the TOS on behalf of the brand, this will not work. A user from the brand directly has to accept the TOS in order to be able to push audiences to Meta.

Check User Permissions

To push audiences from RetentionX to Meta, the connected RetentionX user must have Admin-level access to the Meta Ad Account.

So that RetentionX can push audiences the user who connected RetentionX with the Meta Ads account have to have all the necessary rights.

After logging in to the Facebook Ads Manager, you can check this by navigating to Business settings → Accounts → Ad accounts → Add people.
The user connecting RetentionX to Facebook must have full control, as shown below:

Grant RetentionX Ads Management Permission

When connecting Meta to RetentionX, you are prompted to grant RetentionX the necessary permissions to manage audiences. You can check whether this has been defined correctly in the Facebook Settings under Business Integrations. The permissions should match the example below:

You could not find or solve the problem?
We're here to help! Just send us a message with your questions to success@retentionx.com and we'll get back to you as soon as possible.

Not using RetentionX yet?

Agree to Meta's Terms of Service

Check User Permissions

Grant RetentionX Ads Management Permission

Not using RetentionX yet?

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