Guide to help you troubleshoot and solve issues that you may run into using Creative Hub:

Creating mockups

• I can't add a call-to-action button to my mockup: Not all formats offer call-to-action buttons. Learn more about which formats allow call-to-action buttons, and the options to choose from.
• I can't upload an image or video: Try our troubleshooting guide.
• I can't upload more than one image at a time: Images need to be added one by one. When an image has been added to your image library, it can be accessed again.
• I can't duplicate my mockup in a new format: You can't duplicate an ad from one format to another. If you want to use the same assets in a different format, click Create Mockup in the top-right. Choose a new format for your mockup and choose the same assets as the previous one from the image library.

Managing mockups

• I can't save my mockup: Before you can save, add all the mandatory information for each field.

• I can't find the mockup that I created: If you don't see your mockups below Manage mockups, try switching accounts. You may have created your mockups in another account.

  To switch accounts in Creative Hub, click in the top-right and choose the Business Manager account that you'd like to use to create mockups.

  If you're in the correct Business Manager account already, check to see if you're in the right ad account. Ad accounts are subcategories within a Business Manager account, for example you might have a Business Manager account for your marketing agency and ad accounts for all the clients you're working for. Learn more

  When you create a mockup, make sure that you are in the correct Business Manager account (and the correct ad account, if you have them). The mockup will be saved in this account and can't be moved between accounts.

Previewing mockups

• I can't see the preview: To preview on a mobile, you need to be logged in to your Facebook account and have the Facebook app, or logged in to your Instagram account and have the Instagram app. Learn how. Also, preview links expire after three months for security reasons.
• I can't stop my client from accessing the preview link that I sent: The preview link always shows the latest version of your mockup, so your client will be able to see updates that you make. If you'd like to stop your client from using the preview link, delete your mockup.

  If you don't want your client to see updates to the mockup that you're working on, duplicate the existing mockup and send a new link when it's ready to be previewed.
• My preview link shows my name instead of the agency or business name: You'll need to use an account in Business Manager with Creative Hub to share mockups using your business or agency name. Learn more about Business Manager and Creative Hub.

• I can't change my name: When you're logged in to Creative Hub using your personal Facebook login, your previews will list your name at the top. To change this so that your business name appears instead, log in using your Business Manager account. Learn how.

  To change the name that appears when you're using Creative Hub with your personal Facebook login, update your Facebook profile. Learn how

Import links

• I need to disable an import link I already sent: Follow the instructions here

Go to Creative Hub

* Nguồn: Facebook