Troubleshooting

Connection Errors: Diagnosis and Solution

Connection issues are usually due to permission changes, security token expiration, or errors in the Pixel configuration. Most can be quickly resolved by re-authenticating and verifying permissions in Meta Business Manager.

Diseño de interfaz que muestra un error de conexión entre la plataforma MarkettAI y el logo de Meta, con un mensaje de "Token Expirado" y un botón grande de "Re-conectar".

1. Account Connection Failure (Re-authentication) 🔑

If MarkettAI reports that your ad or Instagram account has lost connection, follow these steps:

  1. Verify Meta Session: Ensure your Facebook/Meta password has not changed recently. A password change automatically invalidates third-party connections.
  2. Re-authenticate in MarkettAI: Go to Account Settings (⚙️) > Meta Connections and click the Reconnect button. This will force a new OAuth session, renewing MarkettAI's permissions.
  3. Verify Admin Permissions: Confirm in your Meta Business Manager that your personal profile (the one you use to connect) has Admin access to the Ad Account and Facebook Page.

2. Pixel Issues (Data Mismatch) 📊

If metrics in MarkettAI do not match the conversions on your website, the issue is usually with the Meta Pixel:

  • Inactive or Down Pixel: Use the Meta Events Manager tool to verify that the Pixel is firing correctly on your website. If it is red, review your implementation code or your CMS plugin.
  • Discrepant Conversions: The data difference is often due to the Conversions API (CAPI). Ensure that if you are using CAPI, it is not duplicating events with the browser-based Pixel. Disable one if there is duplication.
  • Domain or Event Changes: If you changed your landing page URL or the name of a conversion event, you must manually update the Pixel connection in Meta Events Manager and verify the new events in MarkettAI.

3. Inactive or Blocked Ad Account 🛑

If MarkettAI cannot create campaigns, or existing campaigns appear as "Stopped" without an AI action, verify the status of the ad account in Meta:

Access Account Quality in your Meta Business Suite. If the account is Inactive, Disabled, or under Review, it must be reactivated directly by Meta. MarkettAI does not have the ability to reactivate blocked accounts.
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Creative Issues and Ad Rejection