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Facebook Custom Lookalike Audience From Customer List Not Available Anymore?

by MAririguzo
8 replies
Hey team,

Relatively new social media marketer here. I have a question on using a customer list that I currently have (csv form) and transferring the list to my facebook business account, to create a lookalike audience from my customer list of around 3,000 customers. The problem that I have is that I'm receiving an error....

'(#2654) Customer List Audiences Are Not Available:You can no longer create audiences with customer lists. This feature may become available to you in the future.'

Has anyone else ever come across this error before when attempting to upload a customer file to their facebook business account? I'd certainly appreciate some direction.

Many thanks,
#anymore #audience #custom #customer #facebook #list #lookalike
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  • Profile picture of the author dave_hermansen
    We're not having any problems doing it. It sort of looks like that message is directed specifically towards you and is not a general policy. I would contact Facebook and see what the problem is.

    Of course, this is not something we do every day. It's been a week since we uploaded a list for a lookalike audience. For all I know, it's some brand new policy that Facebook has temporarily enacted as a BandAid for the junk that is in the news today about them sharing info.
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    • Profile picture of the author MAririguzo
      Hmm, thanks for the feedback Dave. I do appreciate it. This is my first time attempting to upload a customer list to create an audience, Ive been off facebook ads for 4 months, so I'm not sure if something drastic changed in that time frame. I appreciate this!
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      • Profile picture of the author SUVDoorstep
        How much customer data does this typically require for a lookalike audience?
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  • Profile picture of the author techwizard
    Not having any issues here. Did it less than 24h ago. Is it a new ad account?
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    • Profile picture of the author MAririguzo
      I see. Well that's good to know. It's not a new ad account, it's at least a year old, however I will say this: I have been dormant on facebook ads for the last 4 months and have just recently re-started a few campaigns. I did get an error says that new ad accounts can access this feature after several weeks of following facebook's advertising policies... So I do need to look into why facebook is considering my business account 'new'...

      Thanks for the response buddy!
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      • Profile picture of the author techwizard
        Originally Posted by MAririguzo View Post

        I see. Well that's good to know. It's not a new ad account, it's at least a year old, however I will say this: I have been dormant on facebook ads for the last 4 months and have just recently re-started a few campaigns. I did get an error says that new ad accounts can access this feature after several weeks of following facebook's advertising policies... So I do need to look into why facebook is considering my business account 'new'...

        Thanks for the response buddy!

        Can't say for sure, but I think it's due to the inactivity of your ad account (?)


        This feature can't be misused of course, and I believe FB doesn't "trust" "new accounts" with it.


        Start a couple of dummy campaigns (can be PPE ones) and put some money in your balance before trying to create LLA or CA with a file.


        Good luck!
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  • Profile picture of the author taridan
    Interesting.. How can i do this? Can someone explain this to me. How are the customer lists gotten
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    • Profile picture of the author dave_hermansen
      Originally Posted by taridan View Post

      Interesting.. How can i do this? Can someone explain this to me. How are the customer lists gotten
      This article does a pretty decent job of explaining the various lookalike audiences that you can create for Facebook ads and the steps to implement.

      In the case of the OP, I believe he was using the second method referenced in that article - uploading an email list. If you already have customers and their email addresses, you can not only target them with Facebook remarketing ads, but you can "clone" them, which uses the data that Facebook knows about the people in your email list and then serves ads to people with those same characteristics on Facebook.
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