Lead sync status
Every lead in Greylytics has a sync status that tells you whether it's been added to your Meta Ads Custom Audience.
Statuses
Synced — The lead has been successfully added to your Meta Ads Custom Audience. They will be excluded from your active campaigns once Meta processes the audience update (usually within minutes to a few hours).
Pending — The lead has been received but the sync hasn't completed yet. This is normal for newly received leads and should resolve within a few minutes. If a lead stays Pending for more than 15 minutes, something may be wrong.
Failed — The sync attempt failed. The lead is in Greylytics but has not been added to your Meta Ads audience. See below for common causes.
Common reasons for failed syncs
Expired Meta Ads token — This is the most common cause. Meta access tokens expire approximately every 60 days. When the token expires, all new syncs will fail. See Meta Ads token expiry to reconnect.
Disconnected Meta Ads account — If the Meta Ads integration has been disconnected (intentionally or due to a permission change in Meta Business Manager), syncs will fail.
Invalid contact data — Meta requires at least one matching identifier (email, phone number, name + location) to match a contact. If the lead record from your CRM has no usable contact data, it cannot be added to a Custom Audience.
What to do when syncs fail
Check the dashboard for alerts
If there's a Meta Ads warning or error banner on the dashboard, that's your first clue. Click it to go directly to the fix.
Check your Meta Ads connection
Go to Space Settings → Ad Settings and verify the Meta Ads connection is active and not flagged as expired.
Reconnect if necessary
If the token is expired, click Reconnect and complete the Meta OAuth flow. See Meta Ads token expiry.
Monitor new leads
After reconnecting, new leads should sync correctly. Failed leads from before the reconnection are not automatically retried.
Note
Greylytics does not automatically retry failed syncs. If you need previously-failed leads added to your audience, contact support.
Sync timing
After a lead arrives, the sync to Meta Ads typically completes within 1–5 minutes. Once in the Custom Audience, Meta's own processing takes additional time before the exclusion is active in your campaigns — typically a few minutes to a few hours depending on audience size.