Troubleshooting Your Meta Ads Connection

This content was created before the recent Dash Social design update. Some visuals may be out of date.

Having trouble connecting your Meta Ads Account to Dash Social? Please read below for troubleshooting tips and how to fix common error messages.

For initial connection steps, visit Connecting Your Meta Ads Account to Dash Social.

General Troubleshooting Tips

• Clear your cookies and cache (Instructions for Google Chrome)
• Try in an incognito browser (If it works in incognito mode, that’s a good indicator it’s a cache problem)
• Try logging out of Dash Social and logging back in
• Enable two-factor authentication for your Instagram and Facebook accounts. To learn more about two-factor authentication and how to set it up, visit the Facebook Help Centre
• Check that your Facebook and Instagram accounts are connected properly as outlined in Connecting Your Meta Ads Account to Dash Social
• View your Meta Business Integrations and ensure Dash Social is listed with permissions enabled

I’m getting an error message saying “We are unable to connect your Account”

First, double-check your connections and permissions as outlined in Connecting Your Meta Ads Account to Dash Social

If you’ve connected your account within the Platform Connections page, click “Manage Ad Accounts” and ensure your brand is toggled ‘on’.

I don’t see boosted metrics or ad comments in the platform

Check that the right ad account is connected to Dash Social within the Platform Connections page.

Click the "Manage" or "Connection Summary" button and confirm that the right Ad Accounts are toggled on.

• If you are the person that connected the Ad Account: You will see a "Manage" button. By clicking this, you can control the enabled ad accounts. Simply enable the correct ad account(s) by toggling the required ad account switch on.
• If you are NOT the person that connected the Ad Account: You will see a "Connection Summary" button. By clicking this, you'll be able to view a connection summary and view who connected your account. That person will need to toggle the required ad account switch on.

If you don't know which Ad Account is required to connect

• Confirm with your team the name and ID of the ad account that is being used to run ads and promoted posts. 
  • Eg. It will be in a format similar to this: Account Name (0123456789)
• If you don't have this account name in your available list of accounts to connect, you may not have access to it within the Meta Business manager. An ad account admin will need to add your permissions within Meta Ad Account settings, as pictured below. To learn more, read Meta Business Account Permissions.

Frequently Asked Questions

Q: Where do boosted metrics show in Dash Social?
A: Metrics for boosted posts are shown within the global pop-up and on Analytics Overview pages. You’ll be able to see a breakdown of organic vs. paid likes, comments, and impressions, etc.

Q: Are engagement and effectiveness metrics available for boosted metrics?
A: At the moment, engagement and effectiveness metrics are based on organic metrics.

Q: Are the boosted metrics retroactive?
A: Yes. We can retroactively pull metrics from all previously boosted posts associated with your connected Meta Ad Account. However, we cannot access metrics from previously boosted posts that have been deleted, or posts that have been boosted from a separate Ad Account that is not connected to the Dash Social platform.

Q: I’m not seeing all the boosted data immediately after connecting. Is something wrong?
A: It may take up to 48 hours for all retroactive data to populate within the platform. If there are any issues with this data beyond the 48-hour window, contact your Account Representative.

Q: What types of boosted/promoted posts are reported on in Dash Social?

A:

❌ Not reported on in Dash Social:

• When a post is boosted from the Instagram Native app using a credit card
  • Meta considers this a “boosted” post. The metrics are returned through the Graph API and therefore not reported on in Dash Social.

✅ Reported on in Dash Social:

• A post is boosted from the Instagram Native app but the account is linked to Ads Manager.
  • Meta considers this a “promoted” post. The metrics are returned through the Marketing API and included in our reporting.
• A post is boosted directly from Ads Manager
  • Meta considers this a “promoted” post. The metrics are returned through the Marketing API and included in our reporting.

Need help getting started?
Reach out to your Account Representative or let us know in the chat →