How to Reconnect or Fix a Broken Facebook Custom Audience Sync
Troubleshooting Facebook Custom Audience Sync Issues
Facebook Custom Audience sync issues are one of the most common problems with Person-Level Advertising (PLA). In most cases, the issue is caused by an expired or revoked OAuth token, which means the connection between Visual Visitor and your Facebook Ads account needs to be reconnected.
Common Symptoms
You may be experiencing a sync issue if:
- Audience size in Facebook Ads Manager has stopped increasing or remains stuck on Refreshing.
- Visual Visitor shows a sync error or the last sync date is more than 2 days old.
- You received a Facebook notification indicating app permissions were removed or expired.
How to Reconnect the Facebook Integration
- In your Visual Visitor dashboard, navigate to:
Configuration > Integrations > Facebook - Click Disconnect.
- Click Connect to reauthorize the integration.
- Log into the correct Facebook account when prompted and grant the required permissions.
- Re-select the appropriate:
- Facebook Ad Account
- Facebook Pixel
- Click Save.
Common Causes of Failed Connections
Multiple Facebook Accounts
If you have access to multiple Facebook Business Manager accounts or personal ad accounts, make sure you are authenticating with the correct Facebook account that has access to the intended ad account. Connecting the wrong account is a very common issue.
Facebook Custom Audience Terms Not Accepted
If your Facebook Ads account is restricted from using Custom Audiences, you may need to accept Facebook's Custom Audience Terms of Service.
In Facebook Ads Manager, go to:
Business Settings > Data Sources > Custom Audiences
and accept the required terms.
Two-Factor Authentication (2FA)
If Two-Factor Authentication (2FA) is enabled on your Facebook account, you must complete the 2FA verification step during the connection process. If the verification is not completed, the OAuth connection may fail silently.
Additional Notes
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