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Troubleshooting: Custom segments not syncing across to Facebook ads manager account

Written by Amy Smith
  • Updated
Troubleshooting steps you can take when you find that your Marsello custom segments aren't automatically syncing across to your Facebook ads manager account. 

In this article:

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Accept Facebook's Custom Audience Terms of Service

If you have not already accepted Facebook's Custom Audience Terms of Service, you will need to do this as it is a requirement for the sync.

Note: you need to login to your Facebook account to view and accept the terms of service. 

Merchants with multiple Facebook Custom Audiences
You will need to accept Terms of Service for each audience in each of your accounts. 

Merchants using a Personal Facebook Ad Account:

1. Merchants using a personal Facebook Ad account will need to click here to navigate to the Custom Audiences Terms.
2. Next, 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:

Merchants using a Business Manager Facebook Account 

1. Merchants using a Business Manager Facebook Account will need to click here to  navigate to the Business Manager Facebook Custom Audiences Terms of Service page to accept Terms of Service. Merchants may also create a Custom Audience from within the Facebook Business Manager's interface, which will prompt you to accept Custom Audience Terms.

Error Message: An unexpected error occurred while trying to create the custom Facebook Audience" 

This error message may appear when you try to create a Facebook Custom Audience from within your Marsello account. To resolve this issue, we recommend disconnecting and reconnecting your Facebook Custom Audiences integration. To do so:
1. In your Marsello admin, go to Integrations > Add-Ons
2. Next to Facebook Audience Sync click the Disconnect button  
3. Now select the Connect button next to your Facebook integration to reconnect.

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4. Click Authenticate to start linking your Marsello & Facebook accounts.

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5. This will direct you to Facebook's permissions process to link your account.
6. Complete the required Facebook permissions. You will be asked to provide Marsello with your name and profile picture. Click Continue as (your profile name).

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7. You will be asked to approve Marsello to update the following options.  Please make sure all options are enabled and click Done.
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8. Facebook will confirm that your Marsello & Facebook accounts are linked. Click OK to continue.
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9. This will redirect you back to your Marsello admin.
10. Select your Facebook Ad account in Marsello

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 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.NEW-Marsello-Help-Center-Divider__2_.png

Contact Marsello Support

Once you have accepted Facebook's Custom Audience Terms of service, you will need to reach out to the Marsello Customer Support team with this update. With that confirmation, our team will be able to push your contacts through into the sync so you can continue on with your marketing efforts. 

 

  
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