When you encounter an issue in our tool, we recommend searching our Knowledge Base articles for help. For example, this article and the articles below this article describe answers to some issues that you may run into.

If you can't find answer to your question, we are happy to help through the support chat. You can also contact your dedicated account manager.

The account has reached the maximum number of ad sets.

Facebook has a limit on the amount of ad sets you can have in one ad account.

However, you can upgrade the ad account to a bulk account, which allows you to have more ads than the normal ad account. You can ask for bulk account rights at the Facebook Marketing Partnership Support Portal or by contacting your Client Partner at Facebook.

This, however, takes a few days, and because you want to get the campaigns live right away, archiving old campaigns will free bigger ad set quotas.

Unknown error occurred

This is an error returned to us directly from Facebook. Unfortunately, the cause for these errors is, well, also unknown to Facebook, but they keep happening every now and then. Luckily, it's usually pretty harmless, and the problem resolves itself after a retry or two. As always, if the problem persists, reach out to our support chat or your account manager for more info.

Could not reach Smartly.io server. Please try again.

For some reason, the browser couldn't send data to Smartly.io s servers. Most common cause for this is Adblock browser extension.

Refreshing the browser window and trying again should resolve the issue. If the problem persists, we recommend checking to see if there are any browser plugins, such as Adblock that might be blocking the connection.

We recommend testing using Chrome browser's incognito mode. If the tool works under incognito mode, then the cause is likely in browser extensions or cache.

The app store was not specified, or the app is not listed there.

Make sure you have specified the app store in your Facebook App settings.

1) Go to My apps menu at Facebook Developers.

2) Select your app.

3) Go to Settings in the left-hand navigation and select Basic in tabs at the top.

4) Make sure you have the correct platform listed with the necessary App store IDs added.

5) Finish by clicking Save changes at the bottom.

After you make these changes, it may take up to 15 minutes for these changes to be synced from Facebook to the Smartly.io platform.