> ## Documentation Index
> Fetch the complete documentation index at: https://docs.narrative.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Ad Account Eligibility for Custom Audiences

> Resolve eligibility warnings shown when selecting a Meta ad account for Custom Audience delivery

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.

<Info>
  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.
</Info>

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.

## 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.

<Steps>
  <Step title="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).
  </Step>

  <Step title="Accept the Terms of Service">
    Review and accept the Terms of Service. A Business Manager admin must perform this step.
  </Step>

  <Step title="Refresh the connector">
    Return to the Narrative Meta Connector and re-authenticate, or reload the ad account list. The eligibility warning should clear.
  </Step>
</Steps>

## 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.

<Steps>
  <Step title="Add the ad account to a Business Manager">
    In [Meta Business Suite](https://business.facebook.com/), open **Business Settings** > **Ad Accounts** and add or claim the ad account.
  </Step>

  <Step title="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).
  </Step>

  <Step title="Re-authenticate the profile">
    Return to Narrative and re-authenticate the Meta Connector profile so it picks up the updated business association.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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.

### Verify your role permissions

You must have at least **Advertiser** or **Ad Account Admin** role on the ad account to create Custom Audiences.

<Steps>
  <Step title="Contact your Business Manager admin">
    Ask them to verify your role on the ad account.
  </Step>

  <Step title="Request elevated permissions">
    If you don't have sufficient access, request **Advertiser** or **Ad Account Admin** permissions.
  </Step>

  <Step title="Update permissions in Business Manager">
    In Meta Business Manager, roles can be updated under **Ad Accounts** > select your ad account > **People** > edit user permissions.
  </Step>
</Steps>

### Complete business verification

<Steps>
  <Step title="Access Business Verification">
    Log into Meta Business Manager and navigate to **Business Settings** > **Security Center** > **Business Verification**.
  </Step>

  <Step title="Complete the verification process">
    Follow Meta's prompts to verify your business. This process may take several days.
  </Step>

  <Step title="Re-authenticate the profile">
    Once verification is complete, re-authenticate the Meta Connector profile.
  </Step>
</Steps>

<Note>
  Business verification is a Meta requirement, not a Narrative requirement. Learn more in [Meta's Business Help Center](https://www.facebook.com/business/help/2058515294227817).
</Note>

### Confirm ad account association

<Steps>
  <Step title="Confirm the correct Business Manager">
    Verify that you're logged into the correct Meta Business Manager account.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Add or request access if missing">
    If the ad account is missing, request access from its owner or add it to your Business Manager.
  </Step>
</Steps>

## 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](https://metastatus.com/).
* **Wait and retry** — Eligibility changes on Meta's side can take several minutes to propagate.

## Getting support

If you continue to experience issues, contact [Narrative support](mailto:support@narrative.io) 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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