Why can't I see a certain ad account/page/custom audience?

The structure of shared Pages and ad accounts within Facebook can appear complicated at first, let’s look generally at how it all works.

Facebook user
This is you. Your Facebook user is usually registered as your name and surname and connected to an email. It can be personal or a business profile. You can actually have both a personal account and a business account, and you may also be able to log in to them with different emails.

What information does AdEspresso read from users?
AdEspresso uses the Facebook user to access the list of Pages and Places you are an Admin or Advertiser for based on your Page role. More importantly, connecting your Facebook user lets AdEspresso show you all the ad accounts your user manages and allows you to import them within the platform for your advertising purposes.

We also use it once for setting your locale and matching your data format as closely as possible.

Facebook ad account
These are the accounts you use for advertising. It contains information about your business so you can be invoiced through it, and this is where you select the time zone and currency you will be using. Your list of advertising accounts is available here for personal users, and here for business accounts. Ad accounts are necessary to create campaigns. Each campaign belongs to a single ad account and cannot be moved to another one.

Ad accounts have an ID (immutable) and a name (optional, changeable and typically you have a preset ad account that has the same name as your user).

What information does AdEspresso read from ad accounts?
AdEspresso uses the ad account information to show the proper currency for your campaigns (campaigns published with that ad account), show you an updated list of your custom audiences and pixels, and let you create new ones. It is used to update the list of promotable applications, and its timezone is used for your campaigns' dayparting. Not to mention, a list of your campaigns comes from the ad account.

Custom audiences, saved audiences and tracking pixels
Custom audiences, saved audiences, and tracking pixels are objects connected to specific ad accounts. If you import three different ad accounts into AdEspresso, custom audiences connected to the first account won't be available to use if you’re creating a campaign using the third account, even if both belong to you and are both connected to AdEspresso. So, if you aren't finding a custom audience or pixel, after ensuring the audience exists and is ready to be used, you should ask yourself: “Does it belong to the ad account I'm using right now?”

Here is a simplified diagram of this structure:


And here are some practical examples:

  • Can Facebook user B promote Page 1?
    No, because Page 1 is only connected to Facebook user A.

  • Can Facebook user B use the custom audiences of Ad account 001?
    Yes. Custom audiences are accessible via ad accounts and Facebook user B has access to ad account 001.

  • Can Application A be promoted with Ad account 002?
    No. Applications are connected to specific ad accounts. Only Ad account 003 can promote Application A.
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