Before Facebook allows you to create a retargeting audience, they require you to accept their terms of service before creating any custom audience.

Until you've accepted their TOS, ConnectRetarget will show an error message that you should.

Note: The TOS should be accepted for every Facebook Ads account separately.

To do this, you'll need to make sure that you've created a pixel inside the Facebook Ads account (so this is outside ConnectRetarget).

Here's how to do that.

  1. Go to your Facebook Pixel tab in the Facebook Ads Mananger.
  2. Click Create a Pixel.
  3. Enter a name for your pixel. You can have only one pixel per ad account, so choose a name that represents your business.
  4. Check the box to accept the terms.
  5. Click Create Pixel.

Once you've done that, you've accepted their TOS and you'll be able to create custom audiences.

In case you've already created a pixel before, but you're still getting the same error message, go to and accept the terms there.

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)