Troubleshoot video engagement custom audiences

When you try to create or update a video engagement custom audience, you may encounter problems.

• Missing video, Page or ad campaign: You can only see campaigns, videos and Pages owned by the ad account that you're using. If you can't find an ad campaign, video or Page, make sure that the correct Business Manager and ad account are selected and the campaign hasn't been deleted.

  You must be connected to the Page or account that owns the video. You may have to troubleshoot settings for a Facebook Page, connect an Instagram account to your Page or add an Instagram account to your Business Manager.

• Ad account permissions needed: The custom audience may include a video, ad campaign or Page which you don't have access to or you may not be able to see. Ad accounts can host multiple advertisers with varying permissions.

  If you don't have the right permissions, you are unable to see the full list of videos, campaigns and Pages for privacy reasons. You may have to ask the creator of the video engagement custom audience to give you admin or advertiser permissions.

• Can't upload videos: Videos only used in placement asset customisation campaigns are not eligible for use in video engagement custom audiences.

  If you find that you can't upload any more videos, you may have reached the maximum number of videos.

• Lower-than-expected video views: The preview of the views accrued on the video may not be as expected. This may be because video views on Audience Network may not be counted, or campaign reporting may have shown a different number.