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Audience Insights report troubleshooting overview
While all advertisers can create Audience Insights reports, each audience must meet certain eligibility requirements. If you encounter an error or are blocked from creating or managing an Audience Insights report, refer to these resources first:
Return to this article to address and resolve other factors related to Audience insights.
Report creation troubleshooting
The Generate button is disabled - One audience
The option to generate Audience Insights is limited to eligible audiences only. Refer to Audience Insights report overview for more information on eligibility criteria.
If the audience meets all eligibility criteria but the Generate button remains disabled:
Note that, while you can generate insights for an unlimited number of audiences, you can only do so once per audience. This limitation is due to the fact that each report’s data would be identical.
An exception to this limit is when insights are deleted: you can regenerate them, and they will include the same data as the first report you generated if the audience remained unchanged.
The Generate button is disabled - Multiple audiences
When you generate Audience Insights reports in bulk, the following must be true for every audience you select:
Each audience meets the eligibility criteria outlined in Audience Insights report overview.
None of the audiences were included as the source audience for previously generated Audience Insights reports. While you can generate Audience Insights for multiple audiences simultaneously, only one report can be created per audience.
Report results troubleshooting
Unable to locate the Edit or Duplicate options
The Audience Insights report does not support edits or duplication. You can, however, edit the source audience(s) and generate the insights again to pull updated data for the revised audience(s).
Insights were deleted
You can’t recover a deleted Audience Insights report, but if the audience is still present in the Audiences app, then you can generate the same report again. Note that the insights will differ from the original report if any changes were made to the source audience.
Download or Envelope buttons are disabled
You can download or email an Audience Insights report once its status is Ready.
Send Email button is disabled
You must complete each field in the Send Email pop-up window to send the report to the recipients you specified.
If you completed all fields but the button is still disabled, you likely only added one email alias. You’ll need to click anywhere within the Send Email window, and outside of the Email ID field, for it to register. This will enable the Send Email button automatically.
Custom logo option is missing
You can add a custom logo to Audience Insights reports that you Download as PDF or Email as PDF. The option will appear once you make this selection, and prompt you to upload the desired logo file before completing the download or email. Refer to Generate or manage an Audience Insights report for step-by-step instructions.
Locate additional Audience Insights report resources