Knowledge Base

Resolving Ad Account Selection Issues During Profile Creation

Problem Description

When setting up a new Meta Connector profile, you may encounter a situation where you can see your ad account listed in the interface but are unable to select or check it. This prevents you from completing the profile creation process for that ad account.

Common Causes and Solutions

This issue typically occurs due to permissions, verification, or terms of service requirements. Below are the four most common causes and their solutions:

Solution 1: Accept Meta Custom Audiences Terms of Service

Issue: You haven't accepted Meta's Custom Audiences Terms of Service for the specific ad account.

How to Fix:

1. Navigate to the Meta Custom Audiences Terms of Service page using this URL format:

   https://business.Meta.com/ads/manage/customaudiences/tos/?act=$accountId
   

   
   Replace $accountId with your actual Meta ad account ID.
2. Review and accept the Terms of Service if you haven't already done so.
3. Once accepted, return to the Narrative Meta Connector and try creating the profile again.

Solution 2: Verify Your Role Permissions

Issue: Your Meta account doesn't have sufficient permissions on the ad account.

Requirements:

• You must have at least "Advertiser" or "Ad Account Admin" role on the ad account
• "Ad Account Advertiser" role or higher is required to create Custom Audiences

How to Fix:

1. Ask your Meta Business Manager admin to verify your role on the ad account
2. Request that they assign you "Advertiser" or "Ad Account Admin" permissions if you don't have them
3. In Meta Business Manager, roles can be updated under "Ad Accounts" → Select your ad account → "People" → Edit user permissions

Solution 3: Complete Business Verification

Issue: The Business Manager that owns the ad account hasn't completed Meta's business verification process.

How to Fix:

1. Log into your Meta Business Manager
2. Navigate to "Business Settings" → "Security Center" → "Business Verification"
3. Complete the business verification process if it's pending or incomplete
4. This process may take several days to complete
5. Once verification is complete, try creating the Meta Connector profile again

Solution 4: Ensure Ad Account Association

Issue: The ad account is not properly associated with the Business Manager account you're logged into.

How to Fix:

1. Verify that you're logged into the correct Meta Business Manager account
2. In Business Manager, go to "Business Settings" → "Ad Accounts"
3. Confirm that the ad account you're trying to connect is listed and properly associated
4. If the ad account is missing, you may need to:
   • Request access to the ad account from its owner
   • Add the ad account to your Business Manager (if you own it)
   • Ensure you're logging into the correct Business Manager that owns the ad account

Additional Troubleshooting Steps

If none of the above solutions resolve your issue:

1. Clear Browser Cache: Clear your browser cache and cookies, then try again
2. Try a Different Browser: Some browser extensions or settings may interfere with the connection process
3. Check Meta Status: Verify that Meta's systems are operational by checking their platform status
4. Wait and Retry: Sometimes there may be temporary syncing delays between Meta's systems

Still Need Help?

If you continue to experience issues after trying these solutions, please contact Narrative support with the following information:

• Your Meta ad account ID
• The Business Manager ID you're using
• Screenshots of the error or issue you're encountering
• Confirmation that you've tried the solutions above

This will help our support team provide more targeted assistance for your specific situation.