Troubleshooting Facebook Ads

Below you'll find common errors that prevent Clearbit from pushing audiences to your Facebook Ads account.

Permissions Error

Response Message:

cannot create custom audience: Permissions error: The user doesn't have the permission to create ads with this ad account (fbtrace_id: ID)


Facebook raises this error for a variety of reasons. Below are the most common - 

1) The user synced with Clearbit doesn't have permission to create ads.


To resolve, either connect a different user to Clearbit by visiting Clearbit Configurations or ask your Facebook admin to head your Facebook ads manager and add permissions to your facebook user. You can learn more from Facebook's help center.

2) Your Facebook account is inactive.


To resolve, head to your Facebook ads manager. Facebook will display any issues at the top of your campaigns view.



Response Message:

cannot create custom audience: Permissions error: Custom Audience Terms Not Accepted (fbtrace_id: ID)


This error means that you have not accepted Facebook's terms of service. You can accept their terms in one of two places, both of which are outlined below. You only need to complete one of the options below, but if you follow option 1, make sure you are accepting the terms for the correct Facebook account.


OPTION 1: On the Custom Audiences Terms Page: Head to the TOS page on Facebook's ad manager  and click the blue accept button in the upper left. If this link is not working, please directly type in the URL using the following convention:[YourAccountID]&business_ID=[YourBusinessID]



Note: Make sure to double check that the Account ID matches the account you are trying to sync with Clearbit. You can switch facebook accounts using the dropdown on the left.



OPTION 2: On the Audiences List: Head to the Audiences page.


Once you've navigated to the Audiences page, you'll see a blue "Accept TOS" button on each audience. You only need to click this button once on any audience. If you accept the terms on one audience, it will accept for all audiences.