Smartly Incident History

We have received confirmation that a solution has been implemented to address the issue. As always, thank you for being a Smartly.io customer. If you have any questions, please don't hesitate to reach out to your Customer Success Manager or Smartly.io Support.

We’re currently investigating reports of an ad publishing error: "Advertising currently limited: This ad can't run. The owner of @ should log into Instagram and then choose to use Meta Products for free or subscribe to use them without ads." We have already created a support ticket with Meta and are working with them to investigate this issue, as the error is being returned from their platform. This issue is affecting a subset of users and may prevent them from publishing ads. All currently running ads should continue to deliver as expected. We apologize for the inconvenience and will provide another update as soon as we have more information.

We’re pleased to inform you that Meta API services have returned to normal, and all affected Smartly functionality has recovered. We appreciate your patience and understanding throughout this incident. If you continue to experience any related issues, please don't hesitate to contact Smartly Support.

We are seeing Meta API services to slowly return to normal, and the majority of Smartly functionality has recovered. At this time, the remaining impact is limited to Meta Catalog Feed Processing. You might continue to experience delays while Facebook completes processing of catalog feed updates. In some cases, processing may take longer than usual before Facebook marks the latest processing attempt as successful or failed. We are continuing to monitor the situation closely and will provide another update once we have confirmed full recovery.

We are aware of reports of an issue affecting the Meta API and are currently investigating the impact. Our team is actively monitoring the situation and working to determine the scope of the issue. Customers may experience delays or errors with features that rely on the Meta API, including publishing ads from Smartly and viewing reports, among other Meta-dependent functionality. We are working closely to monitor the situation and will provide further updates as more information becomes available.

We are seeing Meta API services to slowly return to normal, and the majority of Smartly functionality has recovered.At this time, the remaining impact is limited to Meta Catalog Feed Processing. You might continue to experience delays while Facebook completes processing of catalog feed updates. In some cases, processing may take longer than usual before Facebook marks the latest processing attempt as successful or failed.We are continuing to monitor the situation closely and will provide another update once we have confirmed full recovery.

We are aware of reports of an issue affecting the Meta API and are currently investigating the impact.Our team is actively monitoring the situation and working to determine the scope of the issue. Customers may experience delays or errors with features that rely on the Meta API, including publishing ads from Smartly and viewing reports, among other Meta-dependent functionality.We are working closely to monitor the situation and will provide further updates as more information becomes available.

We are writing to confirm that issue affecting Smartly Reporting data is now up to date and accurately reflects the latest information. Newly published ads should also appear in Reporting as expected. The delay in data processing has been cleared, and we do not expect any further impact related to this incident. Thank you for your patience while we worked to restore normal Reporting functionality. If you continue to notice any discrepancies, please contact Smartly Support for assistance.

We are aware of an issue causing delays in Reporting data. As a result, Reporting may display stale data, and newly published ads may not yet appear, even though publishing has completed successfully and the advertising platforms are showing accurate information. We expect Reporting data to return to normal and accurately reflect the latest information and closely monitoring the situation. We appreciate your patience while the remaining delayed data is processed.

We are writing to confirm that issue affecting Smartly Reporting data is now up to date and accurately reflects the latest information. Newly published ads should also appear in Reporting as expected.The delay in data processing has been cleared, and we do not expect any further impact related to this incident.Thank you for your patience while we worked to restore normal Reporting functionality. If you continue to notice any discrepancies, please contact Smartly Support for assistance.

We are aware of an issue causing delays in Reporting data. As a result, Reporting may display stale data, and newly published ads may not yet appear, even though publishing has completed successfully and the advertising platforms are showing accurate information.We expect Reporting data to return to normal and accurately reflect the latest information and closely monitoring the situation. We appreciate your patience while the remaining delayed data is processed.

We are pleased to confirm that this issue has been fully resolved. Our investigation identified the underlying cause, and the necessary fixes have been implemented. Affected functionality has been restored, and we do not expect the reported issues to recur. Thank you for your patience while we worked to resolve this incident. If you continue to experience any related issues, please don't hesitate to contact Smartly Support.

We are continuing to investigate this issue with Meta regarding the catalog fields impacting Template Editing and the viewing of catalog information in Smartly. As a temporary mitigation, we have stopped requesting the affected fields to minimize any disruption to Smartly. This workaround should not impact any currently running catalog ads. We will provide another update once our investigation with Meta is complete or if new information becomes available.

We're currently investigating reports of an issue affecting certain catalog fields, particularly user_rating and priority. A subset of users may encounter either the error "Tried accessing non-existing field" in Creative Templates or "Error loading products, please try again" when opening Catalog Product Sets. We are actively working with Meta to resolve the issue as quickly as possible. In the meantime, your running ads should continue to deliver normally. We apologize for any inconvenience this may cause and will share another update as soon as we have more information.

We are pleased to confirm that this issue has been fully resolved. Our investigation identified the underlying cause, and the necessary fixes have been implemented.Affected functionality has been restored, and we do not expect the reported issues to recur.Thank you for your patience while we worked to resolve this incident. If you continue to experience any related issues, please don't hesitate to contact Smartly Support.

We are continuing to investigate this issue with Meta regarding the catalog fields impacting Template Editing and the viewing of catalog information in Smartly.As a temporary mitigation, we have stopped requesting the affected fields to minimize any disruption to Smartly. This workaround should not impact any currently running catalog ads.We will provide another update once our investigation with Meta is complete or if new information becomes available.

We're currently investigating reports of an issue affecting certain catalog fields, particularly user_rating and priority. A subset of users may encounter either the error "Tried accessing non-existing field" in Creative Templates or "Error loading products, please try again" when opening Catalog Product Sets.We are actively working with Meta to resolve the issue as quickly as possible. In the meantime, your running ads should continue to deliver normally.We apologize for any inconvenience this may cause and will share another update as soon as we have more information.

Most Meta assets syncing are now operational on Smartly. Currently, only Instagram Accounts and Posts might experience delays in showing up on our UI. Contact Smartly Support if there is a need to use any of these assets.

Customers can connect or reconnect Meta ad accounts now. Meta asset syncing is still running at reduced capacity, so newly connected accounts may not fully populate immediately. New pages, posts, videos, IG accounts, and related assets may appear with a delay in Meta Workspace. Normality should be restored in the coming hours.

To prioritize stabilising Smartly’s internal services, we are temporarily pausing Meta Accounts/Pages/Posts/Videos syncing on our systems for a short time. This will affect the loading of some data/fields related to <b>new accounts</b>, pages, and posts in the Meta Workspace UI on Smartly, as well as Ad account reconnection. You may also experience other minor inconsistencies. We apologise for the short disruption and will be updating you again once our systems are back up and running

Most Meta assets syncing are now operational on Smartly. Currently, only Instagram Accounts and Posts might experience delays in showing up on our UI. Contact Smartly Support if there is a need to use any of these assets.

Customers can connect or reconnect Meta ad accounts now. Meta asset syncing is still running at reduced capacity, so newly connected accounts may not fully populate immediately. New pages, posts, videos, IG accounts, and related assets may appear with a delay in Meta Workspace. Normality should be restored in the coming hours.

To prioritize stabilising Smartly’s internal services, we are temporarily pausing Meta Accounts/Pages/Posts/Videos syncing on our systems for a short time.This will affect the loading of some data/fields related to new accounts, pages, and posts in the Meta Workspace UI on Smartly, as well as Ad account reconnection. You may also experience other minor inconsistencies.We apologise for the short disruption and will be updating you again once our systems are back up and running