Troubleshoot advertising issues

If you're having trouble with your ad campaigns, ad accounts, or Advanced Audiences, see the following sections to resolve the issue.

Troubleshoot disabled ad accounts

There are a number of reasons your ad account might be disabled. Check to make sure your account isn't experiencing any of the following issues and then, if needed, reach out to your social network provider for assistance resolving your issue. Hootsuite has no control over disabled ad accounts, you must resolve these issue with the social network.

• Payment processing issues - The social network couldn't process the payment for an outstanding balance on your ad account. Make sure the payment method in your social network ad account is up to date with an accepted form of payment. To learn more, see the following articles:
  • Add Your Bank Account as a Payment Method for Facebook Ads
  • Remove hold status from a LinkedIn Ads account
  • Billing basics on X ads
• Ad account has been deactivated or closed - The ad account has been voluntarily deactivated or closed by someone on your account and has not been reactivated. If there is an outstanding balance on the ad account when it is deactivated, it may be Pending closure until the balance is paid. An ad account must be fully closed with the balance paid before it can be reactivated.
• Ad account has been disabled by the social network - The ad account has been disabled by the social network. This can happen when an account is not following their terms of service or ad policies.

Tips to avoid having your account disabled

• Avoid using a credit card previously connected to a disabled ad account.
• Make sure the name and address on your credit card matches the name and billing information you provided to the social network.
• Keep your credit card valid with available credit.
• Avoid chargebacks on your credit card or PayPal account.
• Don’t promote any URLs that load very slowly or result in a 404.
• Avoid creating ads in geographical locations that are different from where you usually use your social network account.
• Read and understand the terms of service and policies for the social networks you work with. The following links can help you find policies related to ads:
  • Meta Business Center - About advertising restrictions
  • Meta Transparency Center - Introduction to the advertising standards
  • LinkedIn advertising policies
  • X ads policies

Troubleshoot CRM account issues

If you're having trouble accessing your CRM accounts from Hootsuite, check the following suggestions to fix the issue and get back on track.

CRM account disconnected

Your CRM account can disconnect from Hootsuite when the password changes, or when the access token for the CRM account is no longer valid. Some CRM platforms have a strict authentication policy and require that you re-authenticate to confirm access.

When this happens, any Advanced Audiences that rely on the CRM account don't sync with the CRM, and you cannot use them for any new ad campaigns. Any existing campaigns that use the Advanced Audience are fine.

To resolve the issue, add the CRM account to Hootsuite again, as a new CRM account.

Generic communication issues

Sometimes, we're unable to communicate with a CRM account. This can happen when the CRM is down, or when there are network outages.

When this happens, any Advanced Audiences that rely on the CRM account don't sync with the CRM, and you cannot use them for any new ad campaigns. Any existing campaigns that use the Advanced Audience are fine.

Our best guidance here is to check your CRM service and resolve any issues on their end.