Troubleshooting Facebook

Overview

This troubleshooting guide is designed to help you with common questions or issues you may encounter when using Facebook as a data source.

Connect more than one Facebook account

Ortto can connect to more than one Facebook account at a time. To connect to another Facebook account, follow the steps to connection steps to add the additional account/s. Adding more than one Facebook Ads account will also allow you to send audience data from Ortto to one or more Facebook Ads accounts.

Ortto audiences are missing from Facebook account

Ensure you have enabled Facebook Ads under Destinations in the Audience you wish to sync to Facebook. Follow the steps outlined under How is the data synced from Ortto?

Removing Ortto audiences from Facebook account

To stop syncing updates for a particular audience from Ortto to Facebook Ads, deselect the relevant Facebook Ads account (if you have more than 1 connected to Ortto) as a destination for that audience.

Deselecting Facebook Ads as a destination for your audience after it has been synced from Ortto to Facebook will not remove the audience from your Facebook account. You need to edit/delete the audience in your Facebook Ads Manager.

The number of contacts in my Facebook Ads custom audience doesn't match my Ortto audience

When you have enabled audience data to be sent to Facebook Ads as a destination, the audience data is populated in Facebook ads as a custom audience.

Sometimes, the number of contacts in your Ortto audience will be larger than the number of contacts in the Facebook Ads custom audience. This could be for one of two reasons:

• Difficulty matching Ortto contacts with Facebook contacts. When Ortto sends the data to Facebook, Facebook will try to match the data received with their existing customer data. Customer matching is done using a unique identifier, such as an email address. This may make matching Ortto and Facebook data tricky if, for example, a customer has a different email address in Ortto to the one they have in Facebook Ads (e.g. they are known by their work email address in Ortto, but are known by their personal email address in Facebook Ads).
  Facebook may also remove duplicate customer records, which can contribute to audience numbers differing.
• Audience data has not finished syncing. Audience data can take 24 hours or more to sync from Ortto to Facebook Ads. If, in Facebook Ads, the audience is marked as "Populating", this means the sync is not complete.