General FAQ: Launch

• Awareness (only ads with destination enabled)

• Traffic

• Sales (no web and shop destinations supported)

• App promotion

• Engagement and Leads campaigns are currently not supported but limited

The Launch product currently supports Manual upload ads of format Flexible, Single image, Single video, Carousel and Advantage+ catalog Collection ads.

Yes. To enable, click to show the columns for Ad Start Time & Ad End Time through the Configure Table (found at the top right of the sheet). The two columns will then be added to your Launch Sheet ("save settings")

💡 Tip: the sheet can be configured to your liking by dragging column order to the preferred position with the ::: (on the left within 'Configure Table')

We currently don't support Multi-Language ads.

Yes, you may add one or two custom thumbnails to be used instead of Meta's auto-generated thumbnails, as follows:

1. Video feed

2. Video story

3. Thumbnail feed

4. Thumbnail story,

Or:

1. Video (single)

2. Thumbnail

1. Choose a Product catalog connected to your business:

2. Then select a Product Set, copy the ID, and enter it into the Launch Sheet.

This error occurs when the Facebook connection in Kitchn.io was created by a user who does not have the necessary permissions for the relevant Facebook Pages and/or Instagram accounts.

How to Fix:

1. Verify Business Manager Access

   • The user who created the Facebook connection should check their permissions in Facebook Business Manager.

   • Ensure they have the required access to the relevant Pages and Ad Accounts.

2. Reauthorize the Connection

   If the user does not have the correct permissions, someone with the necessary access should disconnect the existing Facebook connection, and reconnect using their account.

   To do this:

   • Navigate to the Integration Settings in Kitchn.io.

   • Disconnect the current Facebook connection.

   • Reconnect using an account with the correct permissions.

3. Check with Your Team

   • If you’re unsure who has the right access, coordinate with your team or your Business Manager admin to update permissions or set up the integration correctly.

This error occurs when the integration is linked to a user account that does not have the necessary permissions in Ad Manager. If another team member sets up the integration, their permissions determine what you can access.

To resolve this, check with the user who created the integration (or in your own account) and confirm that they have full access to the profile, not just read access. If their permissions are limited, they may need to update their access in Ad Manager or have someone with full permissions recreate the integration.

This error typically occurs when the required Custom Audience Terms & Conditions have not been accepted by the user who connected Facebook to Kitchn.io.

How to Fix:

1. A Business Manager Admin Should Accept Custom Audience Terms & Conditions

   • A Business Manager admin must visit this link and ensure that the terms are accepted for the relevant ad account.

2. Verify the Facebook Connection in Kitchn.io

   • The user who originally connected Facebook to Kitchn.io should confirm they have accepted the required terms.

3. Reconnect the Facebook Integration

   • If the issue persists, try disconnecting and reconnecting the Facebook integration within Kitchn.io.

   • Navigate to Integrations > Facebook, disconnect the existing connection, and reconnect.

4. Wait for a Few Days

   • In some cases, users have reported that simply waiting a couple of days resolves the issue, as Facebook may take time to update permissions.

A 403 error occurs when the Google Drive integration does not have the necessary permissions to access your files.

There are 2 cases, that can come up.

1. The session timed out: If you have previously been able to access your files refreshing your browser window should be enough to re-establish access.

   
   Otherwise, see the fix below.

2. Incomplete permissions:

   • Reconnect Google Drive: Navigate to your GoogleDrive integration and try reconnecting your account.

   • Grant the Correct Permissions: Ensure that you allow all requested permissions when prompted.

When a Facebook page can not be selected, it means that the Kitchn.io App doesn't know of this page. This could happen either because the user who connected their Facebook account to Kitchn.io does not have access to the page, or because the user has not shared permissions for this page with the Kitchn.io App.

Why does the 'wrong' page show up? \
Page and Ad Accounts are separate 'entities' to Facebook, and our system doesn't necessarily see which belong together.\
Therefore, when the 'wrong' account shows, this is most likely because you selected a Facebook Page that has not been used with the selected Ad Account

How to Fix:

1. Verify Business Manager Access

   • The user who created the Facebook connection should check their permissions in Business Manager.

   • Ensure they have the required access to the relevant Pages)

2. Re-authorize the connection

   • Navigate to the Integration Settings in Kitchn.io.

   • Click on Reconnect

   • Once redirected to Meta, click "Edit previous settings" and select the relevant page(s).

     

When an Instagram account can not be selected, it means that the Kitchn.io App doesn't know of this account. This could happen either because the user who connected their Facebook account to Kitchn.io does not have access to the account, or because the user has not shared permissions for this account with the Kitchn.io App.

How to Fix:

1. Verify Business Manager Access

   • The user who created the Facebook connection should check their permissions in Business Manager.

   • Ensure they have the required access to the relevant Instagram Accounts

2. Re-authorize the Connection

   • Navigate to the Facebook Integration Settings in Kitchn.io.

   • Click on Reconnect

   • Once redirected to Meta, click "Edit previous settings"

     

     After clicking through Facebook Pages and Business Manager accounts, in the third step you will be asked to select Instagram accounts you want to be able to access within Kitchn.io. You can either select all current and future Instagram accounts or choose the specific ones you want to be able to access - that way you’ll have to reconnect every time you get access to a new IG account.

     

Launch is built to fetch data optimally, so by default we initially fetch in 'limited' way (the first 'fetch' is Ad sets that were updated or created in the last 3 months). This is to avoid the otherwise inherently slow process of fetching thousands of Ad sets all at once.

Should you not see the Ad set you are looking for, please start typing in the Ad set in the drop-down input, and Launch will start automatically fetching others (i.e. all Ad sets in the account where the name / text matches what is inputted).
Note: Ad sets that are 'in draft' in Ads Manager will not show in Launch.

When hovering over a launched Ad in the 'Ad Name' column in-sheet, the first button will allow you to open a new window which takes you directly to Ads Manager to see the Ads.

If you're on the Team or Pro plan, you can get access to Frame.io as the Asset Storage provider.
For more information on using Frame.io, please see the Asset Storage Integrations Reference page here

If you were previously able to upload assets or launch ads via Kitchn.io using Google Drive as your asset source, but suddenly can’t see any folders or select assets, this is most likely due to an issue with the G-Drive integration setup.

🔍 Here’s what you can check:

1. Visit the integration settings:Go to Kitchn.io GDrive Integration settings

2. Ensure only one Google account is connected:<br /> If you have more than one Google account linked, this may cause conflicts. Please disconnect all additional accounts and make sure only one Google account is connected.

3. Multiple Google Drive accounts are not supported:<br /> Kitchn.io currently does not support multiple Google Drive account integrations. Having more than one can lead to folder/asset visibility issues or unexpected behavior during asset uploads.
   

✅ Need access to assets from multiple sources?
We recommend creating or using a single, centralized Google Drive account. From there, you can share all relevant folders and assets from other accounts into this main one — and use that centralized account to connect to Kitchn.

This setup ensures smooth access to everything you need for launching ads.

If you're seeing the following error message while trying to launch Collection Ads, this is most likely due to missing permissions on the connected Facebook Page.

"Unsupported request – method type: POST"

What does this error mean?

This error comes from Meta’s API. Specifically, it refers to the platform attempting to make a POST request to create an Instant Experience, which is the core format behind Collection Ads. Unlike regular ads, Collection Ads require publishing-level permissions on the Facebook Page because their creative (photo or video) is uploaded directly to the Page, not just the ad account.

How to fix it 💡

To successfully launch Collection Ads, the owner of the Facebook integration connected to Kitchn.io must not only have access to run ads for the Page, but also permissions to publish content to it.

To verify this:

1. Go to your Business Manager

2. Navigate to:<br /> Business Settings > People > [Connected User] > Pages

3. Ensure that the necessary permissions are granted for the Page:

   • Content (this is only necessary for Image Collection Ads)

   • Ads

     

     Make sure the "Content" permissions are added for the relevant page (here: AdBells) and user (here: Simon Kreienbaum)

Once this is updated, feel free to refresh your launch sheet and try again. It should work as expected then!

If you're trying to launch an ad and receive an error like this:

Asset asset_name.gif could not be uploaded to Meta:\
Unsupported get request. Object with ID '12345678912345' does not exist, cannot be loaded due to missing permissions, or does not support this operation.\
Please read the Graph API documentation at https://developers.facebook.com/docs/graph-api

This typically points to an issue with the specific asset file — not your setup, permissions, or credentials.

It happens sporadically with certain files. In most cases, it is caused by a temporary asset issue and can be resolved with a quick workaround.

✅ How to fix it

1. Rename the file or create a copy of it.<br /> → e.g. change asset_name_1.gif to asset_name_2.gif

2. Re-upload the renamed/copied file.

3. Retry launching the ad

In most cases, this will fix the issue and the asset will be uploaded to Meta successfully.

What if it still doesn’t work?

If renaming or copying and re-uploading the asset doesn’t resolve the issue, please reach out to our Customer Support team with the launch sheet link, failed ad row and the full error message.

We’ll be happy to investigate further and help you get it launched.

I receive the error message: "An unexpected error has occurred. Please retry your request later" - What should I do?

This error is easily resolved by making very minor modifications to the Ad (such as adding a space at the end of the Ad name). Trying again should resolve it.