Facebook Authorization Error - Custom Audience | Community
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KCS_Integration
KCS_Integration
Level 2
February 4, 2019

Facebook Authorization Error - Custom Audience

  • February 4, 2019
  • 5 replies
  • 3193 views

Issue

Attempting to push a custom audience to Facebook results in a Facebook Authorization Error visible in Notifications.

Some custom audiences can be pushed and it appears to be only affecting a certain Ad account.

 

 


Solution

Issue Resolution
1.) Check if the Custom Audience Terms (facebook.com/legal/terms/customaudienc) have been accepted

2.) Log in as the user used in the Facebook Custom Audience service in Marketo and check in Audience Manager to see if there are any custom audiences that have the "Accept Terms" button pop-up similar to this screenshot.

 

3.) As per our recent release notes at docs.marketo.com/display/public/DOCS/Release+Notes%3A+Winter+%2719:

"Facebook now requires a Business Manager account in order to leverage your Custom Audience integration. Your Facebook LaunchPoint service must be associated with a Business Manager account or your integration will no longer work after January 14, 2019. To set up a Business Manager account, please refer to Facebook Help."

4.) Check if the user used in the Facebook Custom Audience service in Marketo is a Business Manager account

5.) After completing the checks above, try to push a custom audience again to the affected ad account. If unsuccessful, recreate the Facebook service and test to push a custom audience from there.


5 replies

Remi_Kaing
Remi_Kaing
February 4, 2019

Hello,

I've been following all those steps, and still I have this error while trying to send a list via AdBrige to a Facebook Custom Audience.

I've already been checking all my account info and have accepted the terms. Could someone have an idea of the cause of the error here ?

Thank you.

Rémi

W
WyattBa
Level 4
February 4, 2019

We have the same issue. We've ensured the integration user is Admin and accepted all T&C's. To me it feels like there's some authentication/acceptance process in the API handshake. We haven't been able to update or create new audience lists since Dec 7th.

Naomi_Outlaw
Naomi_Outlaw
June 12, 2019

Was experiencing the same error message as Remi^ no matter which account/permission set I connected.

Jumped on the phone with Support and we solved this issue by manually accepting custom audience terms for ALL Facebook Audiences.

( I had unused lists from 2017 that I needed to manually accept terms and condition for)

Directions :

- Log into Facebook Business Manager

- Navigate to "Audiences"

- Scroll through the "Availability" column to find at least one list with a button that says "Approve" - click that, re-sync your lists from marketo and voilà.

    W
    WyattBa
    Level 4
    June 17, 2019

    Somewhat related, we're no longer getting an error but now the existing audience lists do not appear in the drop-down when trying to push membership. The loading spins and ends up just with "Add New Audience". The sync seems to be working but just not able to see all the audiences we used to be able to see. 

    W
    WyattBa
    Level 4
    September 10, 2019

    We ended up removing visibility of all the lists from the user and then adding one by one. This fixed the issue. Turns out the integration has a time-out feature where if you've exposed the integration user to too many lists (maybe 100+), it times out and will not load existing lists. 

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