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When setting up a Meta Connector profile, you may see your ad account listed but be unable to select it. This prevents you from completing profile creation for that ad account. This issue typically occurs due to permissions, verification, or terms of service requirements on the Meta platform.

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Accept Custom Audiences Terms of Service

Cause: You haven’t accepted Meta’s Custom Audiences Terms of Service for the specific ad account.
1

Navigate to the Terms of Service page

Open the Meta Custom Audiences Terms of Service using this URL format:
https://business.facebook.com/ads/manage/customaudiences/tos/?act=YOUR_ACCOUNT_ID
Replace YOUR_ACCOUNT_ID with your Meta ad account ID (numbers only, without the act_ prefix).
2

Accept the Terms of Service

Review and accept the Terms of Service if you haven’t already.
3

Retry profile creation

Return to the Narrative Meta Connector and try creating the profile again.

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Verify your role permissions

Cause: Your Meta account doesn’t have sufficient permissions on the ad account. You must have at least Advertiser or Ad Account Admin role on the ad account. The Ad Account Advertiser role or higher is required to create Custom Audiences.
1

Contact your Business Manager admin

Ask them to verify your role on the ad account.
2

Request elevated permissions

If you don’t have sufficient access, request Advertiser or Ad Account Admin permissions.
3

Update permissions in Business Manager

In Meta Business Manager, roles can be updated under Ad Accounts > Select your ad account > People > Edit user permissions.

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Complete business verification

Cause: The Business Manager that owns the ad account hasn’t completed Meta’s business verification process.
1

Access Business Verification

Log into your Meta Business Manager and navigate to Business Settings > Security Center > Business Verification.
2

Complete the verification process

Follow Meta’s prompts to verify your business. This process may take several days to complete.
3

Retry profile creation

Once verification is complete, try creating the Meta Connector profile again.
Business verification is a Meta requirement, not a Narrative requirement. Learn more in Meta’s Business Help Center.

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Verify ad account association

Cause: The ad account is not properly associated with the Business Manager account you’re logged into.
1

Confirm the correct Business Manager

Verify that you’re logged into the correct Meta Business Manager account.
2

Check ad account assignment

In Business Manager, go to Business Settings > Ad Accounts and confirm the ad account you’re trying to connect is listed and properly associated.
3

Add or request access if missing

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)
  • Log into the correct Business Manager that owns the ad account

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Additional troubleshooting steps

If the solutions above don’t resolve your issue:
  • Clear browser cache — Clear your browser cache and cookies, then try again
  • Try a different browser — Some browser extensions may interfere with the connection process
  • Check Meta status — Verify that Meta’s systems are operational at Meta Status
  • Wait and retry — Temporary syncing delays between Meta’s systems occasionally occur

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Getting support

If you continue to experience issues after trying these solutions, 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

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