How to Troubleshoot Meta Audience Issues

You have connected RetentionX with your Meta Ads account and already activated the sync of your segments with Facebook & Instagram? That's awesome!

If you don't find your audiences in Meta Ads Manager the next morning, please check the following settings:

Agree to Meta's Terms of Service

In order to create or edit an audience based on an imported customer list, you must agree to the Custom Audiences Terms of Service (TOS) under Ads > Manage > Custom Audiences > TOS.

Meta has defined three different types of TOS that serve three different purposes:

✔️ 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

If you are experiencing TOS errors when creating your RetentionX audiences, please make sure you have accepted the correct TOS. Ideally, you will follow the steps and link below:

1. Therefore, you can use the following link:
   https://business.facebook.com/ads/manage/customaudiences/tos.php 
2. 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
3. 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.
   
   

Check User Permissions

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

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

Grant RetentionX Ads Management Permission

Was RetentionX granted all necessary rights?
When connecting your Meta account to RetentionX, you will be prompted to grant RetentionX all necessary permissions. You can check whether this has been defined correctly in the Facebook Settings under Business Integrations. The business integration settings should look like this:

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