Meta and Google connection troubleshooting: every error and its fix
Quick answer
Find your error message in the table below. Each row tells you what caused it, how to fix it, and whether the fix is on your side or ours. Most connection problems are fixed in under five minutes from your own Meta or Google settings.
Before anything else
- Connect from a desktop browser, not the Shopify mobile app. Both Meta and Google open a pop-up window that mobile in-app browsers often block or break.
- Be logged in to the Facebook profile and the Google account that actually own the ad accounts. Most "account not found" errors are a wrong login.
- Meta is required to launch ads. Google is optional. A store with only Meta connected is fully set up.
| What you see |
Cause |
Fix |
Who fixes it |
| Nothing happens when you click Connect to Meta |
Browser blocked the pop-up |
Pop-up doesn't appear |
You |
| "Failed to complete Meta authorization" |
Your Page and ad account are not in the same Business Portfolio, or your profile does not have admin access |
Failed to complete Meta authorization |
You |
| "Unable to locate an ad account and page" |
The ad account was not granted during authorization, or your portfolio has no ad account to grant |
Unable to locate an ad account and page |
You |
| The pop-up shows a store name or domain you don't recognize |
Developer-built theme still references the developer's store |
Wrong domain or theme info |
You |
| Wrong Business Portfolio or a personal account is offered |
Logged in to the wrong Facebook profile |
Log out of Facebook, log in with the profile that administers your business, reconnect. See Connecting Meta |
You |
| Ad account disabled, "Account Integrity" restriction, or "Ad Account Linking Disabled" |
Meta placed a restriction on your portfolio or ad account |
Meta restricted your account during setup |
You, with Meta |
| Permissions error when creating an ad |
Your profile is not an admin on the ad account, or the Page is not in the same portfolio |
Common Meta issues, Issue 6 |
You |
| Connected, but no Pixel events or ROAS shows zero |
Pixel not installed on the store, or the wrong Pixel selected |
Ad account and Pixel |
You |
| "Your Meta access token will expire in 0 days" |
Token expired |
Reconnecting when your token expires |
You |
| An error starting with "(#" or containing "Unsupported get request" or "Graph API" |
Meta's API rejected a call |
API error messages decoded. Email us the exact text. |
Usually us |
| Ad created, then rejected |
Meta policy review |
Why your ad was rejected by Meta |
You |
Google
| What you see |
Cause |
Fix |
Who fixes it |
| A QR code, then "There are no passkeys available on this device" |
Google is trying to sign you in with a passkey your phone doesn't have |
No passkeys available on this device |
You |
| Your Google Ads account is not in the account dropdown |
Wrong Google login, account sits under a manager account your login can't see, or your access level is too low |
Google Ads account missing from Agency AI |
You |
| No Merchant Center account in the Create Ad dropdown |
Merchant Center is not linked to the Google Ads account you connected |
Merchant Center setup and linking |
You |
| Products missing from your Performance Max campaign |
Products disapproved in Merchant Center |
Merchant Center → Products → Diagnostics. See Merchant Center setup |
You |
| "Your Google access token will expire in 0 days" |
Token expired or was revoked |
Reconnecting when your token expires |
You |
| Google Ads account suspended |
Google policy action on your account |
Appeal inside Google Ads. Agency AI cannot lift a suspension. See Google Ads account missing |
You, with Google |
| Budget field shows a currency you didn't expect |
Budgets are entered in your ad account's billing currency, which Google fixed when the account was created |
Currencies in Agency AI |
Nothing to fix |
| An error mentioning "Google Ads API", "customer", or "developer token" |
Google's API rejected a call |
API error messages decoded. Email us the exact text. |
Usually us |
| What you see |
Cause |
Fix |
Who fixes it |
| Create Ad shows no green "Integration is setup" check for a platform |
That platform is not connected, or the connection expired |
Settings → Meta account or Google account → connect or reconnect |
You |
| Connected, but the wrong ad account is selected |
Multiple accounts on one login |
Settings → choose the right account in the Selected account dropdown → Save |
You |
When to email us
If your error isn't in the table, or you've done the fix and it still fails, email hello@agencyai.app with three things: a screenshot of the exact error, your store URL, and which Facebook profile or Google account you used to connect. That's enough for us to look at the connection on our side.
