Troubleshooting Facebook and Instagram advertising campaigns
Note: Our support team can provide expert advice, but may not be able to provide solutions to some Meta errors. If your ad campaign is having continued issues, we suggest reaching out to Meta Support.
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Meta Ad Account troubleshooting
Meta Ad Account troubleshooting
How do I add a new payment method to my ad account?
You can follow the instructions from Meta here.
If your ad campaign experienced an error because of the lack of valid payment method, you will need to follow the above steps, then click "Re-Launch" on your ToneDen ad campaign dashboard to have the changes take effect.
Why did my campaign stop spending? Why is my campaign saying I've reached my Facebook spending limit?
An account spending limit is an overall limit in your Facebook ad account for how much your ad account can spend across all the ad campaigns you're running.
If you set an account spending limit, delivery of your ads will stop when that limit is reached to help ensure that you don't pay more for ads than you want to. This limit is optional, but it can help you control how much you're spending on Facebook ads!
You may notice your ads stop spending at a certain level -- this might be because of your spending limit.
For more detailsn on how to remove or update your spending limit, here's Meta's support page on that topic.
Why was my Facebook ad account disabled and how can I reactivate it?
Here are a few reasons why your ad account may be disabled, and how to appeal them directly with Facebook.
It's a total mistake: Facebook is overly precautious on flagging ad accounts that may violate their advertising policies. They use a combination of algorithms and humans to determine if an ad is violating their policy.
Your ad may not follow Facebook's advertising policies: Facebook's advertising policies apply to an ad's content, audience, and the destination it links to. Please review the ad policies, your ads, and your website to ensure that they do not violate any terms.
There is an unpaid balance. (In this case, check here to pay this through FB).
Why did Facebook disapprove my ad or ad creative and how can I get them to approve it?
If your ad was unexpectedly disapproved then it's possible that Facebook's system has incorrectly flagged your ad for not following their Advertising Policies.
The best course of action is appealing your ad to get it running. This takes a few minutes. To start the appeal, go to Facebook's Business Support page.
Advertising Political Content:
Facebook requires that advertisers go through an approval process prior to running political ads on Facebook. While you might not feel that you are not advertising political content, Facebook has a very broad definition of what is political.
We recommend you go through the process by following this Facebook support doc.
Why is Facebook saying that I am banned from advertising from my page?
The best course of action is appealing and contacting Meta. This takes a few minutes. To start the appeal, go to Facebook's Business Support page, and follow their prompts.
ToneDen Campaign Troubleshooting
How long does it take for my campaign to go live, after clicking "Launch"?
Typically, campaigns somewhere between spend 15 minutes and 2 hours uploading to Facebook and Instagram. During this period of time, the campaign will appear in our system with the tag "Pending".
Next, Meta's team manually reviewsd the ad to ensure it follows Meta rules for advertisements. During this period of time, your ad will appear in our system with the tag "In Facebook Review". This review period can sometimes take only minutes, but sometimes takes up to 24 hours.
If your ads have been in "Pending" status for over 24 hours, or "In Facebook Review" for over 48 hours, please notify us at support@toneden.io and our support representatives will assist.
Common Ad Campaign Errors
"Locations Can't Be Used - Some of your locations overlap. Try removing a location."
If you've received this message, some of your locations in your target audiences overlap. You may have two overlapping cities, or targeted a city as well as the state that city is in.
For instance, your ad will experience an error if it targets the Pittsburgh area ZIP Code 15142, but also targeting the city of Pittsburgh, but also targeting the state of Pennsylvania.
Choose to keep only the location your primary audience resides in -- if Pennsylvania is a bit broad, just choose Pittsburgh.
There are a few steps you can take to help resolve this error.
Select Edit Ad Campaign.
Go to the Modify Target Audiences step.
Remove any overlapping locations. If you have multiple target audiences and you're using the Advanced Audience Options / Audience Builder you will need to change the overlapping locations on each audience.
Update Campaign.
"Certification Required - You must certify compliance with our non-discrimination policy, before running ads."
To solve this error, go to Meta's terms through this link and certify compliance with their policies: facebook.com/certification/nondiscrimination.
Make sure you’re doing this in the same Facebook personal profile that is connected to ToneDen. Once you’ve agreed to their terms, please relaunch your campaign. Additional information from Facebook.
"Your Facebook Event is not available for promotion" and similarly phrased errors
If you are attempting to promote a Facebook Event that has already passed or is within 24 hours, you will receive an error message stating your event is not available for promotion. You may have selected the wrong event to promote.
Additionally, you may see this error if you don’t have the needed permissions to promote the Facebook event. Ensure that your page is a host or co-host of the event page by following these instructions.
“Error: "Image not found - The image you've selected is not available. It might have been deleted, or you might not have permission to use it in ads. Try selecting a different image."
Sometimes, Meta mishandles image uploads. To fix this error, re-upload your images or videos.
Click "Edit Campaign".
Head to "Design Ad".
Click on the trash can next to each image and/or video to delete them.
Click "Add Image" or "Add Video".
At the bottom left of the new window that popped up, click "Upload New Image" or "Upload New Video".
Complete the rest of your ad setup, and re-launch the campaign.
"Special Ad Category Required."
This error means that, after review, Meta determined your ad may fall into a "special category". For legal reasons, Meta has special rules for ads about credit, employment, real estate/housing, social issues, dating, and politics.
Due to restrictions on Special Category ads, you have to fix this issue in Meta:
Go to Ads Manager and open your existing campaign that you made through Eventbrite.
Select Special Ad Categories.
Under Categories, choose which category applies to your campaign.
Under Countries, choose the country or countries where you want to run your campaign.
Complete the update of the campaign.
Don't see the your campaign's error message on this list ? Email support@toneden.io with the full context of what you see, including the link to the ad campaign dashboard and all relevant context.
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