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When you select an ad account while creating a Meta Connector profile, Narrative checks whether the account is eligible for Custom Audience delivery. Accounts that may not be eligible are flagged with a warning, but you can still select them and complete profile creation.
You can proceed with an ad account that shows an eligibility warning. If you have already confirmed eligibility outside of Narrative — for example, by accepting the Terms of Service in another browser session — delivery may still succeed. If the underlying issue is not resolved on the Meta side, deliveries to that ad account will fail.
This page covers the eligibility warnings you may see and how to resolve the underlying issue on Meta’s side so that deliveries succeed reliably.

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Custom Audience Terms of Service not accepted

Warning shown: The business associated with the ad account must accept the Custom Audience Terms of Service. Cause: The Business Manager that owns the ad account hasn’t accepted Meta’s Custom Audiences Terms of Service. The warning includes a Learn more link that opens the Terms of Service page for that specific ad account.
1

Open the Terms of Service link

Click Learn more on the warning, or open the URL directly:
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. A Business Manager admin must perform this step.
3

Refresh the connector

Return to the Narrative Meta Connector and re-authenticate, or reload the ad account list. The eligibility warning should clear.

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Ad account is not associated with a business

Warning shown: Only ad accounts associated with businesses are eligible for use with custom audiences. Cause: The ad account is a personal ad account that has not been claimed by a Meta Business Manager. Custom Audiences require a Business Manager.
1

Add the ad account to a Business Manager

In Meta Business Suite, open Business Settings > Ad Accounts and add or claim the ad account.
2

Accept the Custom Audience Terms of Service

Once the ad account is associated with a business, accept the Custom Audience Terms of Service for it (see the section above).
3

Re-authenticate the profile

Return to Narrative and re-authenticate the Meta Connector profile so it picks up the updated business association.
Ads datasets are only available for profiles whose ad account is associated with a Business. Profiles whose ad account is not associated with a Business will not show an ads datasets table on the profile details page.

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Ad account does not support custom audiences

Warning shown: This ad account does not support custom audiences. Cause: Meta has flagged the ad account as ineligible for Custom Audiences for a reason that is not specific to Terms of Service or business association. Common causes include:
  • The Business Manager has not completed business verification.
  • Your role on the ad account is below Advertiser or Ad Account Admin.
  • The ad account is restricted, disabled, or under review by Meta.

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Verify your role permissions

You must have at least Advertiser or Ad Account Admin role on the ad account 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

1

Access Business Verification

Log into 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.
3

Re-authenticate the profile

Once verification is complete, re-authenticate the Meta Connector profile.
Business verification is a Meta requirement, not a Narrative requirement. Learn more in Meta’s Business Help Center.

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Confirm ad account association

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 that the ad account is listed and assigned to the correct Business Manager.
3

Add or request access if missing

If the ad account is missing, request access from its owner or add it to your Business Manager.

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Additional troubleshooting

If the warning persists after resolving the underlying issue:
  • Re-authenticate the profile — Eligibility flags are read at authentication time. Re-authenticate to refresh them.
  • Clear browser cache — Clear your browser cache and cookies, then try again.
  • Try a different browser — Some browser extensions may interfere with the Meta authentication flow.
  • Check Meta status — Verify that Meta’s systems are operational at Meta Status.
  • Wait and retry — Eligibility changes on Meta’s side can take several minutes to propagate.

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Getting support

If you continue to experience issues, contact Narrative support with:
  • Your Meta ad account ID
  • The Business Manager ID you’re using
  • Screenshots of the eligibility warning
  • Confirmation of the steps you’ve already tried

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