Merge pull request #6344 from segmentio/courtneyga-patch-29

Troubleshoot addition to the FB Customer Audience Destination

Author: cmastr

src/connections/destinations/catalog/personas-facebook-custom-audiences/index.md

@@ -109,7 +109,7 @@ Once created, the audience should be available in Facebook in ten minutes unless
 > info ""
 > This feature is in Public Preview and usage is subject to the terms contained in the [First Access and Beta Preview Terms](https://segment.com/legal/first-access-beta-preview/){:target="_blank"}{:target="_blank"}. For access, contact your CSM or email Segment at [[email protected]](mailto:[email protected]).
 
-Previously, Segment only sent email and mobile IDs to Facebook. A new beta feature can send an expanded list of identifiers or traits to Facebook, so that Facebook can try to use these additional data points to match to their user profiles. If you have this feature enabled and implemented any of these traits in your Segment tracking, Engage can send this data to Facebook. Segment can now also sync multiple emails if the profile contains more than one. Additionally as part of this feature, Segment hashes fields before sending them downstream to Facebook, if required. (See the table below for hashing requirements.) Please note that the trait data implemented in your Segment tracking must match the naming convention and format specified in the table below, otherwise Segment can't send it to Facebook.
+Previously, Segment only sent email and mobile IDs to Facebook. A new beta feature can send an expanded list of identifiers or traits to Facebook, so that Facebook can try to use these additional data points to match to their user profiles. If you have this feature enabled and implemented any of these traits in your Segment tracking, Engage can send this data to Facebook. Segment can now also sync multiple emails if the profile contains more than one. Additionally as part of this feature, Segment hashes fields before sending them downstream to Facebook, if required. (See the table below for hashing requirements.) Note that the trait data implemented in your Segment tracking must match the naming convention and format specified in the table below, otherwise Segment can't send it to Facebook.
 
 > success ""
 > Visit Segment's [Trait Enrichment](/docs/engage/trait-activation/trait-enrichment/) to learn more.
@@ -143,7 +143,11 @@ Segment sends lists of users with identifiers that Facebook supports to Facebook
 
 For example, many B2B SaaS businesses have users that sign up for their products with a work email address, like `[email protected]`. However, most Facebook users sign up for Facebook with a personal email only, like `[email protected]`. If you only provide the work email address, and no other identifiers, then Facebook can't match your user to the Jane Doe Facebook profile. This is the case for all identifiers - Facebook must have the identifier somewhere in a user's profile, or else they can't match on it.
 
-Please note, emails must be in a plain text format. Facebook also provides these guidelines for the emails that you send to them: trim leading, trail whitespace, and convert all characters to lowercase.
+### Why are all of my audiences connected to Facebook failing with an 'Internal Error' message?
+
+Most likely, this is due to your Facebook account needing to be reauthorized, sometimes due to a password change. Reauthorize the Facebook destination connection. If the error persists, contact Segment Support.
+
+Note, emails must be in a plain text format. Facebook also provides these guidelines for the emails that you send to them: trim leading, trail whitespace, and convert all characters to lowercase.
 
 ### Do you support LTV audiences?
 Facebook has a feature called [value-based audiences](https://developers.facebook.com/docs/marketing-api/audiences/guides/value-based-lookalike-audiences/){:target="_blank"} where you can send an additional field like LTV, to tell Facebook how to optimize their advertising based on a customer's value.