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Issue with Syncing Custom Audience to Meta


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I’m trying to set up a custom audience sync to Meta and it keeps saying that “Unable to create audience.  Check your Facebook Ads permissions and re-authenticate”.

But I have checked and I have full control and authority for the Ad account that I am syncing across to.  

I’ve removed the integration and cleared caches but doesn’t work.  I’ve got over 100 people in the database.

Any ideas as to what could be happening?  

 

Best answer by Taylor Tarpley

Hi all! 

 

Another possible cause for that message could occur because you have not yet accepted the terms of service in Meta for custom audiences.

 

 If that is the case, I would recommend going to the following link: https://business.facebook.com/ads/manage/customaudiences/tos/?act={id}

 

Replace the "{id}" placeholder with your Facebook account ID.  Once you've accepted the terms, please try connecting the integration again and attempt to create your custom audience once again.  You should be able to do so with no errors at that point.

 

Let us know if that worked! 

-Taylor 

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13 replies

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  • Partner
  • 252 replies
  • October 9, 2024

Hello @Room Beauty  There seems to be some issues with permissions.

Check this article and make sure you have correct permissions
https://help.klaviyo.com/hc/en-us/articles/26909356614299


  • Contributor I
  • 1 reply
  • October 11, 2024

I have the exact same issue. I have full control for every possible asset (ad account, page, etc.) on Meta. I’ve followed Klaviyo guides step-by-step, read through the article here https://help.klaviyo.com/hc/en-us/articles/26909356614299, removed the integration and re-connected about 10 times now, tried with different browsers, cleared cache, but I still keep getting the message “Unable to create audience.  Check your Facebook Ads permissions and re-authenticate”.

Unfortunately, Klaviyo troubleshooting guide is not helpful.

What else should I try?

Thanks. 


  • Contributor I
  • 1 reply
  • October 13, 2024

I’m getting this issue as well. I’m not able to create new connections even though I have full access to absolutely everything, and Klaviyo continues to tell me to re-check my authentication


Taylor Tarpley
Community Manager
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  • Community Manager
  • 2148 replies
  • Answer
  • October 18, 2024

Hi all! 

 

Another possible cause for that message could occur because you have not yet accepted the terms of service in Meta for custom audiences.

 

 If that is the case, I would recommend going to the following link: https://business.facebook.com/ads/manage/customaudiences/tos/?act={id}

 

Replace the "{id}" placeholder with your Facebook account ID.  Once you've accepted the terms, please try connecting the integration again and attempt to create your custom audience once again.  You should be able to do so with no errors at that point.

 

Let us know if that worked! 

-Taylor 


  • Contributor I
  • 1 reply
  • October 24, 2024

@Taylor Tarpley this worked!!

also, this info should be accessible elsewhere, and made easier - took me a week to suss this out. 

thanks tho, worked a treat :)

R


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Taylor Tarpley wrote:

Hi all! 

 

Another possible cause for that message could occur because you have not yet accepted the terms of service in Meta for custom audiences.

 

 If that is the case, I would recommend going to the following link: https://business.facebook.com/ads/manage/customaudiences/tos/?act={id}

 

Replace the "{id}" placeholder with your Facebook account ID.  Once you've accepted the terms, please try connecting the integration again and attempt to create your custom audience once again.  You should be able to do so with no errors at that point.

 

Let us know if that worked! 

-Taylor 

 

This worked for me as well. It took me to an ancient-looking version of FB Business. The documentation from Klaviyo was not helpful at all. 👎🏼

 

Also, to reiterate, you must replace the ID at the end of the URL with the FB account ID. Otherwise the link will take you to an error.


Taylor Tarpley
Community Manager
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  • Community Manager
  • 2148 replies
  • November 5, 2024

I will note this with our documentation team all! 

 

Thanks for sharing feedback so other customers can resolve this issue faster in the future!


Having the same issue as well. Have tried the above suggested resolutions. Can anyone help?


Me too! I’m clicking on the link Taylor has posted but just comes up with error. Not sure what else to do


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  • Problem Solver II
  • 23 replies
  • November 19, 2024

Same here….I found my Facebook account ID and I paste it in the following error.

 

 


Forum|alt.badge.img+5
  • Problem Solver II
  • 23 replies
  • November 19, 2024

Ok, after spending all day with this, I finally got it. Ok First thing is:

  1. Check out this video Below: Although this video is for Lead accounts, it works the same way
  2. So take what this video did and login to your facebook account, then replace the lead account URL with this URL: https://business.facebook.com/ads/manage/customaudiences/tos/. If you don’t have any other custom connected accounts, then this should work just by going here.
  3. But if you have a Facebook Personal Page, connected to a Facebook ads account then you need to do this: https://business.facebook.com/ads/manage/customaudiences/tos/?act={Personal User ID}&business_id={Ads Account ID}

 

Hope this helps someone. I spent all day on this!


  • Contributor I
  • 1 reply
  • November 27, 2024

Thanks ​@Taylor Tarpley I had the same problem and this fix worked.


  • Contributor I
  • 1 reply
  • January 31, 2025

guys I was able to link and create a list for the public, but I can't see the pages. How can I do this?