Troubleshooting Facebook Connection

Introduction

In order to successfully connect your location with your Facebook page (individual pages or pages in the brand page/location page structure), there are some requirements that need to be met. Make sure to check all the points listed in this article.

This article will help you eliminate all possible issues if: 

• you have connected your pages before, but got disconnected again
• you are trying to connect your location to your Facebook page, but cannot find the page listed in the options
• encounter messages like this one:

How to use this guide

1. The settings in the points below can be found in three different places and are indicated in each point:
   • in your personal Account Settings
   • in the Page Settings on the Page itself (accessible from the Meta Business Suite and from Facebook directly)
   • in the Facebook Business Account settings (only accessible from the Meta Business Suite)
2. The instructions vary depending on if your page is still a Classic Page or in the New Pages Experience. Each point will have tabs with the according instructions. 
3. If you manage your page in the Meta Business Suite, also check the additional points.

Step 1: Check the General Requirements

In order to connect to Facebook, there are some general prerequisites that need to be met. 

1. The page has an address that matches with the Uberall location.

Where: Page

If you have a brand-page/location-page structure, it is not necessary (and not possible) to add an address to the brand page. 

1. Log into Facebook, then click your profile photo in the top right.
2. Click See all Profiles, then select the page you want toswitch into.
3. Then, click on the page's name in the left side navigation (underHome). 
4. You will then see the full page. Here, click on the tabAbout.
5. Under the section Contact info, you can add an address. 

NOTE: 

One the main blockers our team has noticed is making the address in the platform match what is on the FB page. This is especially pertinent for service area businesses that have a hidden address in the platform. We recommend that the address in the platform be made visible in order to connect and for the Facebook page to have an address that can be matched. Once connected, the client can click the hide my address box again.

2. The Facebook Page is active and published

1. Log into Facebook, then click your profile photo in the top right.
2. Click See all Profiles, then select the page you want to switch to.
3. Click your Page's picture in the top right of Facebook. 
4. Click Settings & Privacy, then click Settings.
5. In the left side navigation, click Privacy and then click Facebook Page Information.

If your page is published, you will see the option to temporarily deactivate or permanently delete your Page:

 

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If your page is deactivated or not published, the page will not be listed under See all Profiles after clicking on your profile photo in the top right. In that case, reactivate your page: 

1. From your main profile, click your profile photo in the top right. 
2. Select Settings & Privacy, then click Settings. 
3. Click Privacy, then click Your Facebook Information. 
4. Under Reactivation, click View and then Reactivate.
   

3. The two-factor authentication is enabled for your personal Facebook Account

Where:Personal Account Settings

Info

If you enable the two-factor authentication after connecting the platform to Facebook, the platform will be disconnected and the connection will need to be established again. 

Since Meta is raising security standards, it is now mandatory to enable two-factor authentication for theFacebook accountthat connects the Uberall platform in order to avoid future disconnections. 

1. From your personalFacebook account, click your profile photo in the top right. 
2. Select Settings & Privacy, then click Settings. 
3. Click Security and login in the left side navigation. 
4. Under Two-factor authentication, click Edit and then choose one of the security methods. 

4. If your page has been connected to the Lead Generation tool before, check to see if "Our Local Listings Connector (business integrations) has the right permissions.

Where:Personal Account Settings

Check if you have enabled our business integration with the required permissions to push updates, retrieve insights and/or post successfully to yourFacebook page.

1. From the Facebook account which you used to connect with your Facebook page, click the profile photo in the top right. 
2. Select Settings & Privacy, then click Settings. 
3. Click Security and login in the left side navigation. 
4. Click Business integrations on the left. You should then see our Local Listing Connector listed as active business integrations. 
5. Click on View and edit to check if all permissions are enabled. 

5. In case you are using a dummy Facebook Profile: A profile picture has been uploaded

Facebook is constantly checking profiles for their credibility. If you are using a dummy profile in order to not share private information, make sure to at least set a profile picture and some general information in order to not get blocked by Facebook. 

If you manage your page in the Meta Business Suite as part of a Facebook Business Account, also check these additional points:

6. You Facebook Account has access to the Meta Business Suite (formerly Facebook Business Manager)

Where:Business Account Settings

You can only access the Meta Business Suite if your personal Facebook account has access to a Facebook Business Account. 

If you want to get access to an already existing Business Account, ask an admin to add you and to give you access either as a Business admin (full control over the Business Account).

If you would like to set up a new Business Account, you can do so by following the steps described here. 

7. The page has been added to the Facebook Business Account as an asset

Where:Business Account Settings

1. In the Meta Business Suite, click on the little gear icon next to the Business Account's name on the left side or on Settings on the bottom left. 

 

2. Then, click Business assets. You will see a list of all pages that have been added to your Business Account as an asset. If you cannot find the page you want to connect to, you can add it by clicking on Add Assets on the top right. 

3. In the next screen, select Facebook Page. 

4. Then, select one of the options: 

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Claim an existingFacebook Page: The page will be moved to your Business Account and your Business Account will be the owner of the page. 

 

Find the respective page and claim it. 

 

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Request to share a Facebook Page: The page will show up in your Business Account, but the ownership will not change. Choose this option if for example you want to connect to the page on behalf of a client. 

 

Find the respective page. 

Here, make sure to tick the box next to Facebook access in order to enable all functionalities and in order to connect to that page, which will bring you to the final screen. 

Click Request access.

8. Check that two-factor authentication is enabled for your whole business

Where:Business Account Settings

Info

If you enable the two-factor authentication after connecting the platform to Facebook, the platform will be disconnected and the connection will need to be established again. 

Since Meta is raising their security standards, it is now mandatory for Business Accounts to enable Two-factor authentication for every person who is part of the Business Account. You can enable it here: 

1. In the Meta Business Suite, click on the little gear icon next to the Business Account's name on the left side or on Settings on the bottom left. 

2. Click on Business Account Info. 

Click to Zoom

3. Click on Go to Business settings. This will take you to a new screen. Under Business options, you can enable the Two-factor authentication for Everyone.

 

 

Step 2: Check the page roles and access/control levels

In order to set a person's admin rights for a Facebook page correctly so that the tool can connect to Facebook through that person's profile successfully, different roles and access/control levels have to be checked and set to the highest level. 

1. Your access to the page is set to "full control"/your page role is set to "admin"

Where:Page Settings

Info

If you are managing a brand page, it is important that your access is set to  "full control"/that your page role is set to admin for the brand page. 

 

Check if people's access is set to "full control" for pages in the New Pages Experience: 

1. Log into Facebook, then click your profile photo in the top right.
2. Click See all Profiles, then select the Page you want to switch into and check people's access to.
3. Click your Page's picture in the top right of Facebook. 
4. Click Settings & Privacy, then click Settings.
5. In the left side navigation, click New Pages Experience. 
6. You will then see the People with Facebook access (= full control). These people can switch into the page and manage it directly on Facebook, or by using other tools like Meta Business Suite or Creator Studio. 
7. Add New people in order to give them access to the page. 

 

Warning

In order to connect a Facebook page to the tool, the connecting person needs to have full control. During the process of giving a person access to the page, you can give them partial or full control.The level of control cannot be changed afterwards if that person is not part of your Business Account. 

2. Your Facebook Business Account Role is set to "Admin"

Where:Business Account Settings

1. In theMeta Business Suite, click on the littlegear iconnext to theBusiness Account's name on the left side or onSettingson the bottom left. 

 

 

2. Click onPeople and select the respective person. Then, click onManagein order to change the person'sBusiness AccountRole. 

3. Set the Business Account Role to Admin. 

 

 

3. The page is assigned as an asset to the correct person

 

Where:Business Account Settings

You can check if people have certain pages assigned to them, and you can check who is assigned to certain pages. 

2 settings to check:

Assets/pages assigned to a person

People assigned to an asset/page

To check if a person has the page assigned as an asset: 

1. In the Meta Business Suite, click on the little gear icon next to the Business Account's name on the left side or on Settings on the bottom left. 

 

 

2. Click on People and select the respective person. Here you will see all pages that are assigned to this person as assets.

 

3. If the person doesn't have the page assigned as asset, you can click on Assign Assets. 

4. In the next screen, you can choose the page you want to assign to the person and set the level of control. In order to connect a Facebook page to the tool, the connecting person needs to have full control. Therefore, please make sure to enable Full Control - Everything.

 

 

Check who is assigned to a page and with which access/control level:

To check who is assigned to a page and with whichaccess/control level: 

1. Got to Settings and click Business assets. Then, choose the page and click on Page access.You will a see a list of people that have this page assigned to them. The list is split into people that are not in the Business Account and People with full control- people in both sections can have full control over the page though.

2. By clicking on View for the people that are not in theBusiness Account, you can see the person's access/control level for the respective page. As long as that person is not part of your Business Account, it is not possible to change the access level, which has been determined when the person had the page originally assigned to them as an asset. 

3. By clicking on Manage for the people that are in theBusiness Account/listed under People with full control, you are able to change their level of control. In order to connect a Facebook page to the tool, the connecting person needs to have full control. Therefore, please make sure to enable Full Control - Everything.