Common Issues with Facebook Lead Ads

When using Facebook integration on LeadsBridge, you may come across some known and easy-to-fix errors. We’ll explain how to troubleshoot these and get everything back on track.

Custom Audience Facebook Error (TOS)

To fix it, it’s necessary to accept the TOS by clicking on the Accept TOS button inside LeadsBridge.

You’ll then be redirected to Facebook Custom Audience GUI to accept them, or you can follow this link: https://www.facebook.com/ads/manager/audiences/manage/

Please note that the TOS should be accepted for every Facebook Ads account separately.

LeadsBridge App Permissions

LeadsBridge should have all of the app permissions enabled to work properly on your account. To make sure they’re enabled, just follow the steps below:

1. Log into your Facebook Account
2. Go to Settings » Business Integrations
3. Click on View and edit under LeadsBridge to modify its permissions

Make sure to give all the permissions to the LeadsBridge App and click on Save.

Multi Hashes

This is an error message that comes directly from Facebook and it says:

“Failed to update the custom audience: This audience was created from data source FILE_IMPORTED.MULTI_HASHES, which does not support data source FILE_IMPORTED.HASHES_OR_USER_IDS.”

It means that the creation method of the Audience doesn’t match the update method on LeadsBridge. Basically, this error comes up when you try to update an Audience previously created from another platform or with a manual upload on Facebook.

To fix this, you should create a new Custom Audience inside LeadsBridge, which will then be automatically updated. If you wish to use an already created Custom Audience as well for your advertisement, you may select both of them when setting up your campaigns.

The Facebook test didn’t come into my CRM

The test@fb.com is a fake lead that is not accepted by a lot of autoresponders/CRMs and this could be the reason why you don’t see it inside your platform.

Please follow these steps to insert a lead with real data:

1. Click here https://developers.facebook.com/tools/lead-ads-testing.
2. Choose your Facebook Page where you want to insert the test lead
3. Click on the Delete lead button
4. Click on Preview form (DO NOT CLICK ON Create lead BUTTON)

5. Insert any valid email and data

6. Click on Submit

Basically, you need to use the Lead Ads Testing Tool provided by Facebook to insert a test lead that you will use to verify that everything works great.

Error validating access token: user changed the password

The following error shows up when the password for the account has been changed, as it stops LeadsBridge from accessing it:

• “Api [190] “(FacebookResponseException) [190] Error validating access token: the user has changed the password”
• “(FacebookResponseException) [10] (#10) To use ‘Page Public Content Access’, your use of this endpoint must be reviewed and approved by Facebook”

To fix this you should Reauthorize the Ad Account from which you have changed the password.

Check this guideline on How to reauthorize your Facebook Ad Account.

Lead not pushed in real-time from Facebook Lead Ads

There’s a well-known issue with the Facebook Business Manager. The following guideline will help you set the correct permissions inside the Business Manager: https://community.activeprospect.com/posts/5070199-why-are-leads-not-pushed-in-real-time-from-facebook-lead-ads-to-my-crm

(FacebookResponseException) [100], [200] or [278]

If you get one of the following error messages:

• “(FacebookResponseException) [100] Unsupported get request. Object with ID ‘….’ does not exist“
• “(FacebookResponseException) [200] (#200) To subscribe to the leadgen field, one of these permissions is needed: leads_retrieval“
• “(FacebookResponseException) [278] (#278) Reading advertisements requires an access token with the extended permission ads_read”

You should check which is the Ad Account that returns this error by going to the Ad Accounts section of LeadsBridge.

It could be that the Ad Account has expired or some information has been changed on the Facebook side.

To fix this, you should Reauthorize the Ad Account involved. Check this guideline on How to reauthorize your Facebook Ad Account.

Why do I have to enable Two Factor Authentication?

If you get the following error message:

• Facebook Permission Error. The Facebook Page you’re trying to connect has Two Factor Authentication enabled.

This means that the Facebook Page, or the Business Manager to which the Page belongs, has Two Factor Authentication enabled. In order to solve this issue, you should enable Two Factor Authentication in your Ad Account and then follow the Reauthorization process. Check this guideline on How to reauthorize your Facebook Ad Account.

Why my Facebook Page isn’t showing up inside the bridge?

If you can’t see the Facebook Page inside the bridge setup, it means that your connection is outdated. In order to update it, you should re-authorize your Facebook Ad Account following this guideline.

Once done, your Facebook Page will show up on the drop-down.

Why can’t I see my Facebook Form under the Facebook step?

To be able to manage Ad Forms and related leads, the Facebook Page containing the Ad Forms must be managed by at least one Business Manager.

Users also have to be managed within the Business Manager of the Facebook Account that is being used. The Page that is used should also be assigned to that user.

If you aren’t able to see the list of Ad Forms inside LeadsBridge as shown below, you could have one of the following cases:

1. The Facebook Account isn’t associated with a Business Manager
2. The Facebook Page isn’t associated with a Business Manager
3. The Facebook Account’s user (People) isn’t associated with the Facebook Page inside the Business Manager

To troubleshoot the above issue, we suggest following these steps:

1. Create a Business Manager associated with your Facebook Account
2. Add the Page to at least one Business Manager
3. Connect your Account (People) to the Facebook Page within the Business Manager

The Page that you want to manage inside LeadsBridge needs to be included in at least one Business Manager associated with the Facebook Account. The same Page should also be assigned to the Account which is used inside the Bridge.

Why can’t I see my Facebook Campaign Name?

First of all, make sure your Campaign is activated on the Facebook side. The Delivery column of the Ads Manager is where you can check the status of your Campaigns and find information about any problems.

When your Campaign is active, you’re able to see more information about its delivery (it’s active when the toggle switch is blue). When your Campaign is deactivated, it shows as Off status in the Delivery column, and the Campaign Name won’t be triggered in LeadsBridge.

Why do I receive the Campaign ID instead of the Campaign Name?

If you receive the Campaign ID instead of the Campaign Name is because the Ad Form connected to the bridge is associated with a Campaign owned by another Ad Account and not by the one connected to the bridge.

This happens because the Campaign is associated with a single Ad Account, while the Ad Form could be visible from different Ad Accounts because the Ad Form is related to a Facebook Page.

In this case, the best practice is to use a single Ad Account for a Campaign and Ad Form.

If you are using the Facebook Account connection with LeadsBridge, please ensure your Facebook Business Account is connected to the correct Facebook Ad Account.

Please refer to our community article to authorize my Facebook Ad Account.

If you have any questions about Facebook, submit a support ticket for further assistance.