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Sync shows "Failed" or "Not synced"

The Audiences page shows one status per platform for every audience. If a platform shows Failed or Not synced, use this page to find out why and get it running.

Audiences page with platform columns showing Off, Not synced, Synced and Failed statuses

What each status means

  • Off: the audience isn't set to sync to this platform. Nothing is wrong.

  • Not synced: the platform is connected, but this audience hasn't been sent yet.

  • Synced: the audience was sent to the platform.

  • Failed: the last sync to this platform didn't go through.

Inside the audience's Syncs window you may also see Not Connected, which means the ad account isn't connected yet.

Fix "Not synced"

  1. Open the audience and click Syncs.

  2. Click Run next to the platform, or Run All Syncs.

  3. Switch to Run history to watch the run. The status refreshes on its own.

Fix "Failed"

  1. Go to Integrations → Connections and check the platform's status. It should say Healthy.

  2. Open the platform (row menu → View details) and click Test Connection.

  3. If the test fails, reconnect the ad account. Expired access and changed permissions on the ad platform are the most common causes.

  4. Go back to the audience, open Syncs and click Run again.

Reconnecting doesn't delete your audiences in ContactLevel. But Disconnect removes the integration and its configuration for good, so you'll need to go through the connect steps again afterwards.

Platform-specific causes

Fix "Not Connected"

Click Connect next to the platform in the Syncs window, or connect it under Integrations → Connections. See Connecting your ad accounts.

Get alerts when a sync changes

Under Integrations → Notifications, subscribe to Audience sync status in Slack, email or a webhook to hear about sync results without checking the app.

Still failing after a reconnect? Message us in the in-app chat (bottom right) with the audience name and the platform.

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