Facebook Lead Ads trigger is inconsistent and missing leads

Hey all! 👋

Facebook has asked us to provide some more recent examples for them to investigate. Specifically they need your Page ID and example Lead IDs for leads that recently failed to be sent to your Zap.

If you're able to get some recent examples of missed leads, please share the IDs with me via private message rather than posting them here publicly and I’ll pass those on.

Thanks ​@SamB, I’ve sent you a private message with some examples.

Thank you so much ​@fab_isaac! 🧡 I’ve passed those examples over to be shared with Facebook. Will keep you all posted! 

Hi ​@fab_isaac! We have removed this setting from forms yesterday and will monitor if it has any positive effect, I will let you know here what we abserve. 

Hola,

En mi cuenta publicitaria ocurre lo mismo. Tengo una gran cantidad de campañas a Lead Gen en Meta. Y en muchas de ellas no entran el 100% de los leads en Zapier procedentes de Meta.

Tengo de hecho en una campaña, 26 leads en Meta y 13 en Zapier (con fecha 14/06).

¿Me podrían ayudar?

Gracias,

​@fab_isaac ​@SamB  We have been observing for 4 days and since removing Messanger tick  from forms, there were no missing leads in our CRM. ​@SamB important to mention that it there was now direct correlation on whether lead ticked that check box and if they were deivered to CRM, but the existance of this check box in the form might be the clue to the problem we are all facing. We would appreciat if you rais it with Facebook since even though we fixed the deliverability by removing it from the form, this funcuanality is useful when it comes to speaking with leads and we would love to have it. 

Yep, same on our end, if we disable that setting, all the leads are correctly delivered. Hopefully that can help in getting Facebook to look into the problem.

I’m sorry to hear that you’re also experiencing this issue, ​@Christian Lozano. 

Thanks for the updates here ​@Anton Golvid and ​@fab_isaac! Glad to hear changing that setting seems to have done the trick. We’ll double-check with Facebook to see if that setting is linked to what’s causing the leads to go missing.

​@Christian Lozano - can you try disabling the “Start conversations on Messenger” setting on the your Facebook forms? Hopefully that will fix it for you too! 🤞

Hey all! 👋 Just heard that Facebook pushed some changes last week which may have fixed the issue.

Can anyone that’s still got the “Start conversations on Messenger” setting enabled confirm whether you’re still seeing missing leads, or are they all coming through now?

I can confirm that we disabled “Start conversations on Messenger” and we still see missing leads. We also tried other methods: reconnecting on Facebook, reconnecting on Zapier etc.

Hi SamB,

we are still experiencing lead dropouts lately. Some, but not all of our leads do not come through to our CRM. Can you please advise where the “Start conversations on Messenger” setting is located at, so we can try to switch it off to have a more stable and reliable delivery of leads?

Thank you.

We are experiencing the same issue, and it is becoming a critical problem for our business.

We have multiple examples where leads were successfully submitted through Meta Lead Ads but never reached Zapier at all.

Recent examples:

Case 1

• leadgen_id: 27111695441844038
• form_id: 918270237271267

Case 2

• leadgen_id: 1529698598941076
• form_id: 4528439047475980

In both cases, the leads are present in Meta Lead Ads, but no trigger was fired in Zapier and no task was created. As a result, the leads never reached our CRM.

We have also verified that other leads submitted around the same time, using the same forms and the exact same Zap configuration, were processed successfully. This strongly suggests an intermittent delivery issue rather than a configuration problem on our side.

This situation is extremely concerning because these are real sales opportunities being lost without any visibility or error notification. We serve customers in the real estate industry, where lead response time is critical, and missing leads directly impacts revenue, conversion rates, customer trust, and our contractual commitments.

The financial impact is significant, and at the moment we cannot guarantee that every lead generated through Meta will be delivered to our systems via Zapier.

Could the Zapier team please investigate these specific Lead IDs and verify whether the corresponding events were received from Meta?

We would appreciate being added to the affected users list and receiving updates on the progress of the investigation, as this issue is having a material impact on our business operations.

​@SamB 

Do you have a link to the issue you've opened with Meta/Facebook, or is this being handled internally by the Zapier team?

We'd like to follow the investigation and, if necessary, help escalate it with Meta. In our experience, they can sometimes take several days to respond, even for issues that appear straightforward, so any opportunity to increase visibility and urgency would be greatly appreciated.

Given the business impact and the number of leads being lost, we'd like to stay as close as possible to the root cause analysis and resolution process.

Hi ​@4People, ​@grantis_hu and ​@wesley.rocha 👋

Thanks for letting me know, sorry to hear you’re all still being affected by this. We’ve passed these details over to Facebook so they can keep investigating on their end. 

​@grantis_hu - Going by Facebook’s Create a lead ad with instant form in Meta Ads Manager guide it seems that the “Start conversations on Messenger” is within the Ending section: 

​@wesley.rocha - I don’t have a link I can share, our team has been communicating with our engineering contacts at Facebook directly. I’ve just seen a new bug report has been opened on our end which seems to be related to issues with the leads so I’ll report back here with an update once I know more on that.

Quick update: we've declared an incident for this issue.

I've added you all to the list of affected users so you’ll be notified once it’s resolved, but I'd also recommend subscribing to the incident page to get direct notifications on any updates shared there.

Thanks for your continued patience while this is being worked on! 🙏

Meanwhile - do you have alternative methods to grab leads from Facebook instantly? other than making it manually? :)

Hey ​@4People! Perhaps you could use the API by Zapier app to make a GET request to their API to retrieve the leads. They have two options documented here: Webhooks and Bulk Read. Not sure if the issue on their end would also affect the Bulk Read or only affects their Webhooks.

If you give it a try, let us know how you get on!

I'm having the same problem with a client I manage, and I've probably figured out what's causing it. In my case, this issue only affects ad accounts where the new ability to edit the existing meta module has been implemented. On ad account that don't have this option and require duplication, this problem hasn't occurred. Attached is the new configuration with editable module, the one that in my opinion creates this problem, and the old configuration on which the problem does not occur.