Facebook connection problems
Fix an expired Facebook connection, missing Page permissions, empty Instagram lists and other problems connecting Facebook to Koast.
This page covers the problems you can hit with the Facebook connection behind your Meta ad accounts: an expired session, Pages Koast can't use, Instagram accounts that don't load, and data that doesn't show up right after you connect.
Your Facebook connection has expired
Your Facebook connection has expired
You may also see this when a launch or a list fails:
And in Settings, Facebook, the tab says Your Facebook access token has expired.
Why it happens. Facebook sessions expire, and Koast can't renew an expired one on its own. You have to log in again.
How to fix it.
Select Reconnect Facebook on the banner, or open Settings, then Facebook, and select Reconnect Facebook there.
Log in with the same Facebook profile you connected before.
In Facebook's dialog, keep every business, ad account and Page you use with Koast ticked, and approve every permission.
Facebook Page permissions are missing
Facebook Page permissions are missing
The banner names up to three Pages. When a launch uses one of them, you may see:
Why it happens. When you connected Facebook, that Page wasn't ticked in Facebook's page picker, or your profile has lost its role on the Page since.
How to fix it.
If you're not a Page admin, ask one to give your Facebook profile access to the Page in Meta Business Manager.
Select Reconnect Facebook.
When Facebook asks which Pages Koast can use, tick every Page you advertise with.
Instagram accounts don't load
The Instagram picker in your campaign settings stays empty, or shows "No accounts available."
Why it happens. Either the Instagram account isn't a professional account linked to one of your Facebook Pages, or the Instagram permission wasn't approved when you connected Facebook.
How to fix it.
Check the Instagram account is a professional account and is linked to a Page your profile can use. See Instagram accounts.
Select Reconnect Facebook in Settings, Facebook, and approve every permission Koast asks for.
Select Refresh Assets.
No ad accounts to pick
Why it happens. The Facebook profile you connected has no access to an ad account, or not enough access. Koast can only use what that profile can use.
How to fix it. In Meta Business Manager, give the profile Manage or Full control on the ad account, then reconnect Facebook. If a different profile has the access, connect that one instead. See Missing pages, pixels or ad accounts.
Nothing shows up right after connecting
If you've only just connected, picked an ad account or disconnected, give it a few minutes. Your own screen updates straight away, but a teammate working in the same ad account can see the old connection for up to 5 minutes. Refreshing the page after that picks up the change.
If pages, pixels or Instagram accounts are missing rather than late, select Refresh Assets in Settings, Facebook.
Still stuck?
Send us the ad account you're working in and a screenshot of the message. Still stuck? Message us from the chat bubble.
Launch results: partial, removed, action required
What each launch result means when a launch finishes partly, gets removed, needs your action or has rejected ads, and what to do next.
Missing pages, pixels or ad accounts
Find out why a page, pixel, Instagram account or ad account isn't showing up in Koast, and bring it back.