Introduction
In Customer.io’s comprehensive marketing automation platform, you may encounter a challenge while creating a custom Ad Audience in Facebook. This guide will provide possible reasons for the issue and direct you on how to solve it.
Problem
You might be receiving a recurring general error message stating 'The Ad Audience could not be created: something went wrong. Please try again.' Additionally, a 'Permissions error' might be flagged for some of the ad accounts.
We typically see these errors occurring for the following reasons:
- Having multiple ad accounts connected to Customer.io, and not accepting Terms of Service for all of the connected accounts.
- Some customers report the issue resolved when a different admin accepts the Terms of Service.
- Not having the proper permissions.
- Needing to disconnect their Facebook Ads account(s) and then reconnect them to refresh the integration.
Solution
The difficulties you face may arise from circumstances like not accepting the Terms of Service for all tied accounts, requirement of a separate admin for accepting Terms of Service, lack of proper permissions, or a necessity to disconnect and then reconnect Facebook Ads accounts. As the management of operations and permissions primarily falls under Facebook's domain, identifying the specific cause can be tricky.
What we can suggest though, are the following actions and checks:
- Disconnecting the Facebook Ads account(s) and then reconnecting them to refresh the integration
- Confirming that any/all admins have accepted the Terms of Service
- Creating a custom audience directly in the business manager when clicking this link and choosing the add account you're working with: https://www.facebook.com/adsmanager/audiences