Sometimes it helps to see the Ad that is being run for troubleshooting. Client's can geta link to the ad and share it with us following these steps.
1st. Navigate to your ad account in Facebook at this link: https://www.facebook.com/ads/manager/accounts/
2nd. Click on "Ads" to see all ads run through this account
3rd. There is a checkbox appearing to the left of every ad’s name. Click the one that you want to get the URL for. Then, a dark toolbar will appear that shows the ‘Preview’ option. Click on it.
4th. A popup window will show up. Click on the small box and arrow
5th Click on share a link.