From the 2nd of July 2018, your audiences in ConnectAudience will stop working unless you make a required change.

What is this all about?

When using ConnectAudience, you can synchronize your CRM/autoresponder into a Facebook Custom Audience. However, starting on July 2nd, 2018 Facebook requires all advertisers to indicate where these subscribers on your email lists have come from.

You can read the technical details on Facebook.

Who will this concern?

It impacts all advertisers who are creating their Custom Audiences from within the Facebook Ads interface, as well as from within ConnectAudience.

Therefore you'll need to indicate (for all of your custom audiences) whether...

A: The data was collected directly by you (the first-party data).

B: Provided by partners (third-party data).

C: or is a combination of the two.

Does this affect my existing audiences?

YES, it does if you do not take action.

Does this affect any other ConnetIO tools?

No, it does not. It only affects audiences that have been created using email addresses from your CRM/autoresponder. ConnectRetarget (for example) is not affected as this builds audiences for you based on traffic and activity on your site.

What happens if I do not make the changes?

Facebook will pause your audiences which means that they will stop working.

How do I accept the Latest Facebook Terms Of Service?

When you go to any section of ConnectAudience a modal will appear which alerts you if you have not yet accepted the new Facebook Terms Of Service (TOS). You’ll also see a list of your Facebook ad accounts that need your attention.

Then, just follow these steps:

Step 1: To accept the TOS click the link.

Step 2: Read the TOS and click "Accept" if you agree.

You must accept the TOS for all your ad accounts for the modal to disappear.

How do I make these changes to my existing audiences?

Well, the good news is that we’ve made it easy and fast for you.

Step 1: Go to your Audience Management page.

Step 2: You’ll see the audiences who need their data sources confirming with the heart icon

Step 3: Select where your data source is from using the dropdown list at the top.

Step 4: Tick the check-box for each audience you want to confirm belongs to that data source.

Step 5: Now click the “Apply” button.

That’s it, all done in just a few seconds and with a few ticks and clicks.

What about when I create a new audience?

Again we’ve made it super easy for you. When you create a new audience all you do is select where your audience's data source is from via the drop-down list…

You'll have to pick one from the Data source, here's a video for more information of what the above screenshot is showing:

...and that’s it.

How to get your support tickets resolved faster

Statistics have shown us that the more you tell us when you report an issue, the faster we solve that ticket. So...

1 - If you have screengrabs, please include them. A picture is worth a thousand words.

2 - If you have recorded a video showing the issue you're having, please include that as well. A video is worth a million words.
We recommend a free service called Loom for creating these videos. (this is a link to

3 - To speed up ticket resolution, follow these useful tips How to Write the Perfect Support Ticket (That Gets Results Fast)