I'm having an issue connecting Phorest to Facebook & Instagram Ads

This article will show what to do if you get an error when connecting to the Meta Business Ads Manager.

Below is a list of known errors and how to resolve them.

Oops, something went wrong! Meta non-discrimination policy is not accepted

This error happens when you haven't accepted Facebook’s anti-discrimination policy. To resolve this, follow the steps in the pop-up window that appears automatically (example below).

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Unconfirmed Facebook User

This error happens if you haven't confirmed your email address with Facebook. Follow the steps on-screen to resolve.

If the issue isn't resolved after following the steps, open Phorest and go to Manager > Settings > Online > Instagram & Facebook > Click your Ad Connection Name > Disconnect.

Once disconnected, return to Marketing > Manage my ads and set up the ads manager again.

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The 'Continue' button keeps refreshing the page when connecting to Facebook

This happens when you have selected an asset (a Facebook page, Instagram profile, Ad account, or Pixel account) that doesn't exist in your Meta Business account.

To fix this, go to your Facebook Business Assets settings page.

Check that you're viewing the right Business account by checking the business account name in the top-left. You can switch accounts using the side-panel menu if it's not the right account.

Once you're viewing the right account, you should see all of your assets under the All assets tab. If anything is missing, click the Add assets button to add the asset to your business account.

Once all assets are listed under your business account, return to Phorest and try the connection again.

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There was an issue retrieving your details. Please contact support

This happens if you've connected Phorest to Facebook before, but that connection is now invalid.

To fix this, you'll need to disconnect that connection. Go to Manager > Settings > Online > Instagram & Facebook > Click the Connection Name > Disconnect.

Once disconnected, return to Marketing > Manage my ads and set up the ads manager again.

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I can’t see my Facebook page, or Facebook says my page is not eligible

There are a number of reasons this may happen, however, the most common reason is that the page isn't linked to your Meta Business Manager account. Click here to see all of the pages in your Meta Business account. If the page is not showing, click the Add button to add it, then attempt the connection in Phorest again.

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I can’t run ads for my Instagram profile

Your Instagram profile needs to be linked to your Facebook business page in order to run ads. Click here for steps on how to add an Instagram account to your business page.

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There have been too many calls to this ad account. Wait 1 hour and try again

Meta has a limit on the amount of information that can be requested per hour. The only solution is to wait 1 hour then try again.

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Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons

Phorest needs to reauthenticate your connection to Facebook as it no longer has access to run ads. To do this, go to the page that shows the list of your ad campaigns, and follow the steps onscreen.

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Invalid OAuth access token - Cannot parse access token

This happens when Phorest no longer has access to your Meta Ad Account. To fix this, you'll need to disconnect that connection. Go to Manager > Settings > Online > Instagram & Facebook > Click the Connection Name > Disconnect.

Once disconnected, return to Marketing > Manage my ads and set up the ads manager again.

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The ad account you've connected cannot be used. Please disconnect and create a new connection using a different ad account

The ad account you’ve connected can’t be used. Unfortunately, Meta doesn't provide information as to why. You'll need to use a different ad account to continue with the setup.

Disconnect the current connection by going to Manager > Settings > Online > Instagram & Facebook > Click the Connection Name > Disconnect.

Once disconnected, return to Marketing > Manage my ads and set up the ads manager again with a different ad account. If you don't have another one, you can set one up during the connection process.

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Your selected business has ad accounts in bad standing. Visit your Business Manager to resolve.

This happens when Facebook has detected that there are ad accounts connected to the Business Manager which are in bad standing, so they restrict any new activity until the issue with the affected ad account status is resolved.

To resolve this, find the ad account and try to rectify its status. Check your Business Manager ad accounts statuses, and go to check Account Score. Look for any warnings and any bad-standing accounts, and contact Facebook for assistance. See here for more info on your Business Account Score.

You won’t be able to use any ad accounts owned by the selected Business Manager account until the issue is resolved.

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Your ad account limit has been reached

This happens when an ad account access limit is reached and, as a result, the ad account won’t be eligible for connection to Phorest Ads Manager.

The easiest solution is to create a new ad account by clicking on the Create New button. If this option doesn’t work, check your ad account access by going to your Meta Ads Manager Account Overview page and then remove yourself from any ad account that you no longer need or use. Once you’ve done that reattempt the connection again.

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The Instagram account is currently blocked

Your account can be blocked for a number of reasons, decided by Meta.

Open your Instagram account and check for any messages from Facebook to warn you about the block. If no warnings are shown, allow up to one week to reattempt the connection to Phorest Ads Manager again. If the issue persists, contact Facebook/Instagram for assistance.