Troubleshooting Meta Ads audience creation errors

You will learn

Learn how to resolve Meta Ads custom audience creation errors in Klaviyo.

Have you received one of the following errors when trying to create a new custom audience within your Meta Ads integration in Klaviyo?

• Insufficient permissions. Please follow our troubleshooting guide and try again.

• Please accept the Meta terms of service for custom audiences.

These errors can indicate that you have not accepted Meta’s Custom Audience Terms for your ad account or that you lack the necessary permissions. Read on to learn how to accept the terms, check your access, and re-authenticate your integration.

Before you begin

You must be an admin of your Meta Ads account in order to complete the following steps. You also need permission to manage integrations in Klaviyo.

Troubleshooting steps

If the error message includes a link to Meta’s terms of service, open it and accept the Custom Audience Terms for the ad account you use with Klaviyo. If you do not have that link, follow the steps below. Once you have accepted the terms, continue to the Klaviyo steps that follow.

1. Copy and paste the following URL into your browser, but do not hit enter:

 https://business.facebook.com/ads/manage/customaudiences/tos/?act=AdAccountID

1. You'll need to update the link above by changing AdAccountID to the ID of the Meta ad account you use with Klaviyo. To find this ID:
   1. Open a new tab and navigate to Ad accounts in Meta’s business settings.
   2. Select your ad account on the left.
   3. Find the account ID, under the account name on the right.
      

1. Copy the ID.

2. In your original tab, replace AdAccountID with the ID you copied from Meta, then hit enter.
   

3. Review and accept the terms of service.

If you received the original error while integrating Klaviyo with Meta Ads for the first time, you should start over with the integration setup process.

If you received the original error while editing your existing integration, you should check if the error has resolved in Klaviyo:

1. In Klaviyo, select Integrations.
2. Select Meta Ads from the list, then open the Custom audiences tab. If the page shows a Re-authenticate button, complete the re-authentication steps below before creating an audience.
3. Use the connection row you were setting up, or click Add connection to add one. Select a Klaviyo list or segment in that row.
4. Open the Meta custom audience dropdown and enter the audience name in Search or create new audience. Click Create audience: followed by the name you entered.
5. If the audience is created successfully, click Save to save the connection and start syncing the selected list or segment.

If audience creation still fails, check your Meta ad account permissions and re-authenticate your integration:

1. On the integration settings page, click Manage integration > Re-authenticate. If Re-authenticate appears directly on the page, click it.

2. Complete the Meta login and authorization prompts using an account with admin access to the connected ad account. You will then return to Klaviyo.

After returning to Klaviyo, retry the audience creation steps above and save the connection.

If you are still experiencing this error, try following our authorization error troubleshooting steps. You can also reach out on the Community or to our Support Team.

Additional resources