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Why can't I see my ad account(s) in ad account settings?

Why you might not see an ad account in your available ad account list in TrustAds

Trying to connect an ad account to TrustAds but can't find it in the list?

My Account > Ad Account Settings > Ad Accounts

Here you'll see two lists:

Your Ad Accounts

Contains the ad accounts that you have access to, but aren't yet connected to TrustAds.

Your Selected Ad Accounts

Contains the ad accounts you have access to, that you have already connected to TrustAds.

Screenshot 2019-01-22 17.41.06

Expecting to see an ad account in one of these lists?

Here's why an ad account may be missing:

1. You haven't connected a personal profile for the ad platform yet

In order to see your available ad accounts in TrustAds, you must first connect a personal Facebook and/or Snapchat account. This must be the account linked to the ad accounts you wish to connect.

Learn how to connect your Facebook Account or connect your Snapchat Account. Find out why personal accounts have to be connected here.

2. You don't have access to the ad account on your Facebook account

You can only connect one Facebook account to TrustAds. You must make sure that your account has been granted access to any ad accounts you wish to manage.

Learn how the account admin can grant access here.

3. You don't have access to the ad account on your Snapchat account

You can only connect one Snapchat account to TrustAds. You must make sure that these accounts are granted access to any ad accounts you wish to manage.

Learn how the account admin can grant access here.

4. You don't have the correct access to the ad account in Facebook

In Facebook, you'll require access to an ad account as Ad Account Admin or Ad Account Advertiser in order to make any changes to advertising campaigns.

If you have access at the Ad Account Analyst level, you will not be able to be able to connect the ad account. Please request access at the Ad Account Advertiser level or higher.

5. You don't have the correct access to the ad account in Snapchat

In Snapchat, you'll require access to an ad account as Account Admin or Campaign Manager level in order to make any changes to advertising campaigns.

If you have access at the Campaign Manager, Data Manager or Data Analyst level, you will not be able to connect the ad account to run rules. Please request access at the Campaign Manager level or higher.

6. You haven't refreshed your Facebook connection in TrustAds

Once you've been granted new access to an ad account, or your permissions have changed, you'll need to refresh your Facebook connection. TrustAds will need this to recognise the changes made and for the new accounts to be visible in Ad Accounts Settings.

To refresh your connection, head to My Account > Integrations > Facebook and select Re-connect Account.

Screenshot 2019-02-14 09.14.31

N.B. If you have more than one personal Facebook account, make sure you are logged into the correct one before re-connecting.

7. You haven't refreshed your Snapchat connection in TrustAds

Once you've been granted new access to an ad account, or your permissions have changed, you'll need to refresh your Snapchat connection. TrustAds will need this to recognise the changes made and for the new accounts to be visible in Ad Accounts Settings.

To refresh your connection, head to My Account > Integrations > Snapchat and select Re-connect Account.

Screenshot 2019-03-08 09.07.35

N.B. If you have more than one personal Snapchat account, make sure you are logged into the correct one before re-connecting.

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