The following errors are commonly found when publishing a Facebook Campaign. Try these troubleshooting steps to resolve them, or start a support chat in the window located in the bottom right of your Feathr account.
Permissions Sync Error
Facebook Sync Error: You do not have permission to make this action.
A possible reason for this error is that your selected Ad Account is different from the one used to create the campaign.
This usually happens because the user may have created a campaign under the wrong Facebook Ad Account, then tries to change it to the correct one after the campaign is published.
One of two things can be done to resolve the issue, depending on the specific use case:
- Switch the Ad Account back to the one that was used to originally create this campaign. This is an appropriate fix as long as the original Ad Account is an acceptable page from which to publish the campaign.
- If you have already switched Ad Accounts since publishing the campaign, create a new campaign by cloning the campaign in Feathr and starting fresh under the newly selected Ad Account.
Custom Audience Sync Error
Facebook Sync Error: You are not the owner of these custom audiences: <xxxx>. You can only use custom audiences from the Ad Account itself or shared with the Ad Account.
This error appears when the user has been granted access to an Ad Account, but not the custom audience associated with it. This can only be remedied by the owner of the custom audience in question. If you know the custom audience creator, please contact them to add you to the custom audience with the ID in the error message. If you don’t know the custom audience creator, please contact Feathr support for additional assistance.
Email List Sync Error
Facebook Sync Error: Ad account must be added to a business to be able to use email list custom audiences.
This error only appears with Facebook Email List campaigns because they use an "email list custom audience." Facebook requires that customers using the email list custom audience agree to a separate Terms of Service, and in order to do this, the Ad Account you’ve selected for us to advertise with must belong to a Facebook Business Account. Unless your Ad Account is also associated with a Facebook Business Account, you will be unable to use email list custom audiences.
Action Permission Sync Error
Facebook Sync Error: You do not have permission to make this action.
This can happen for multiple reasons. You may be able to resolve this error by confirming the following:
- Ensure you are an admin on the Facebook Page you specify on the creative step of the campaign wizard for your Facebook Campaign in Feathr. Refer to this Facebook help center article for more.
- Ensure all the permissions that Feathr asks for when you log in to Facebook through Feathr are still approved. Check by following these steps:
- Navigate to https://www.facebook.com/settings/
- On the left menu, select Business Integrations
- Next to the Feathr Marketing app, click “View and edit”
- Make sure all permissions are in the “on” position
- If not all permissions are on, delete this Feathr Marketing business integration, then go back to the Feathr app and re-authenticate with Facebook. When doing this, make sure that you are not de-selecting any of the permissions being requested. Once you've done this, re-publish your campaign in Feathr.
Campaign not running due to Rejected Creatives
Feathr will only reject creative files that do not match the required image size and file specs. Feathr does not review the content of your ad creatives. Facebook, however, has fairly strict requirements for any ad content hosted on its site.
When using Feathr to publish a Facebook campaign, your creatives go through the same review process as other ads published to Facebook and therefore your campaigns are subject to remain unpublished until and unless your creatives are approved.
When you publish a Facebook campaign on Feathr, you will receive both an email and a notification in the Feathr notifications center that your creatives are under review. You will also be notified in the same way if any of your creatives are rejected. You can also view the status of any individual creative in a published Facebook campaign by editing that campaign and navigating to the Creatives step.
Because Feathr does not review ad content, any rejected creatives must be handled on Facebook. Your Facebook Account Quality page will display any rejected creatives along with options to remedy them.
Until rejected creatives are resolved, your Facebook campaign will not run.
Read more on Facebook's help center.
Campaign not running due to being flagged for Special Ad Category
Many Facebook campaigns fall under special ad categories, which are categories that have additional restrictions and regulations of their content, especially depending on the countries in which they are shown. Generally, these ads pertain to political/social messaging, housing, employment, and credit. If your campaign touches upon those topics—or if Facebook merely thinks it does—your campaign may get flagged for review under special ad category policies and stalled for that reason.
Facebook requires a fairly onerous process of verifying your identity in order to publish campaigns that fall under that category.
Feathr cannot review your campaign on behalf of Facebook. For more information about how Special Ad Category campaigns are reviewed, as well as what to do if your campaign is stalled because of it, visit this article on Facebook's help center.
Campaign not running due to audience sync issues
One of the most common causes of a published campaign not showing impressions is an "audience sync" error, which means that Facebook is attempting to sync your website audience's data with its own user data, to create a synced and reachable audience for your campaign. Unfortunately, Facebook has not published expected wait times for such syncing operations. Feathr's team has noticed that these syncs can take a week or more, and tend to occur especially when your Facebook integration was performed recently, and/or if you are using Custom Audiences.