Troubleshooting Facebook Custom Audiences

The Facebook Custom Audience integration is available on the following plans:

  • Plus 
  • Professional
  • Enterprise

In this article, we'll discuss two of the most common issues our users experience with the Facebook Custom Audiences integration and how to troubleshoot them.

Contacts are stuck in my Facebook Custom Audiences automation action

This usually happens if you have not yet accepted Facebook's Custom Audience Terms of Service.

There are two steps you need to take to resolve this issue:

  1. Accept Facebook's Custom Audience Terms of Service
    Doing so will prevent this issue happening in the future with your automations. Note that you will need to log into your Facebook account to view the Terms of Service. 
  2. Open a ticket with our support team 
    Unfortunately, just accepting the Terms of Service will not release "stuck" contacts from your Facebook Custom Audiences automation action(s). Once we receive your ticket, we'll work with you and our team of developers to get contacts unstuck and moving to the next step in your automation.

Accepting Facebook's Custom Audiences Terms of Service

Click the links below to learn more about accepting Facebook's Custom Audiences Terms of Service. 

If you have multiple Facebook Custom Audiences

You will need to accept Terms of Service for each audience in each of your accounts.

If you are using a Personal Facebook Ad Account

Click here to navigate to the Custom Audiences Terms.

Then click the Account dropdown on the top left to select the Ad Account, then click the "Accept" button.

We also recommend accepting the following terms with Facebook in addition to the Custom Audiences Terms:

If you are using a Business Manager Account

Click here to go to the Business Manager Facebook Custom Audiences Terms of Service page to accept Terms of Service.

You can also create a Custom Audience from within your Facebook Business Manager's interface, which will prompt you to accept Custom Audience Terms.

"An unexpected error occurred while trying to create the custom Facebook Audience" error message

This error message may appear when you try to create a Facebook Custom Audience from within your ActiveCampaign account.

To resolve this issue, we recommend disconnecting and reconnecting your Facebook Custom Audiences integration.

To do so:

  1. Log into your ActiveCampaign account.
  2. Go to Settings > Integrations.
  3. Click the Facebook connection.
  4. Click "Disconnect."
  5. Re-connect the integration.

For step-by-step instructions on re-connecting your Facebook Ads account to your ActiveCampaign account, see the section called "Connect your Facebook Ads account to ActiveCampaign" in this article.

If you are using the "Add to Facebook Custom Audience" or the "Remove from Facebook Custom Audience" automation actions, you will need to remove these actions from your automation(s) and re-add them.

If you are still experiencing the same 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.

Each of these items will need to be verified within your account and/or with Facebook.

Once these items are verified and if the issue still persists, submit a ticket to our support team.

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