New Facebook Leads don't trigger

Hi there @kcaluwae,

Welcome to the Community! 🎉

Before we dig deeper into this, could you please try following the instructions on this Community post here:

• Facebook Lead Ads not triggering for new leads, pulling in sample or other issues? Here's a guide to help you!

Kindly give it a try and let me know how it goes? I'll keep an eye out for your response!

I went through the permissions again yesterday and double-checked everything.  I did change one thing, adding the Zapier app, but that didn’t solve the issue.

Thanks for the update here @kcaluwae.

After adding the Zapier app in Facebook, have you tried reconnecting your Facebook Lead Ads connection in Zapier?

You can reconnect your Facebook Lead Ads connection here: https://zapier.com/app/connections

I'll be keeping an eye out for your response!

I did that yesterday and checked back today, there were again a bunch of new subscribers that we had to add manually.  The ZAP still does not trigger.

Hi @kcaluwae,

Thanks for the update here.

Facebook permissions can be very granular, so we always start by double-checking that everything is set up correctly. When we're not getting the leads from Facebook it's often because the permissions are incorrect in either the Page Owner's Facebook Business Manager account or the Facebook Business Manager account connected to Zapier. 

Is the  Facebook Account connected in Zapier the Owner of the Page? Alternatively, is there another Facebook Business Manager account that Owns the Page?

You can see our public help documents for Facebook Lead Ads Permissions here: https://zapier.com/help/doc/what-permissions-do-i-need-to-use-facebook-lead-ads-with-zapier#if-you-are-using-the-current-facebook-lead-ads-integration-on-zapier

After checking that, I'd really appreciate you confirming a few additional things for me. If you can share a full screenshot of each of these panels, including the entire browser window, it will help with troubleshooting any potential issues:

STEP 1 - Confirm that the right form has been selected in the Zap and Facebook Lead Ads.

STEP 2 - Confirm Permissions in Client's Business Manager (only if the account connected in Zapier is not the Page Owner). You will want the Page Owner to confirm these permissions in their Business Manager: https://business.facebook.com/settings/partners/

• Manage Page Admin Access:
  • Link: https://business.facebook.com/settings/pages/
  • Screenshot: https://zappy.zapier.com/162CBD58-C2A9-4A22-B59B-09A4E554C50A.png
• Manage Ad Account Admin Access:
  • Link: https://business.facebook.com/settings/ad-accounts/
  • Screenshot: https://cdn.zappy.app/07d7aa49e327472bac85989e157326ee.png
• Leads Access — Some of our users are finding they now need to explicitly give Zapier access on this page in order for their Facebook Lead Ad Zaps to work:
  • Link: https://business.facebook.com/settings/leads-accesses/
  • Screenshot: https://zappy.zapier.com/5077ACFF-45D5-45D4-B98B-AEDFD10D06D8.png

STEP 2 - Confirm Permissions in the Facebook Account that's Connected in Zapier. You will want to confirm these permissions in the Business Manager of the Page.

• Manage Page:
  • Link: https://business.facebook.com/settings/pages/
  • Screenshot: https://zappy.zapier.com/AED8BDB5-B438-49E3-80B3-A1D12AC14561.png
• Manage Ad Account:
  • Link: https://business.facebook.com/settings/ad-accounts/
  • Screenshot: https://zappy.zapier.com/FCF54AE9-D01C-4E97-8571-003B24DF836E.png
• Manage Leads Access:
  • Link: https://business.facebook.com/settings/leads-accesses/
  • Screenshot: https://zappy.zapier.com/62BC2EB6-9A2D-4812-AB12-B2BDF9974C28.png

STEP 3 - Reconnect the Account in Zapier. Once all those settings have been confirmed - you can reconnect the Facebook Lead Ads Account in Zapier: 

• Link: https://zapier.com/app/connections/facebook-lead-ads
• Screenshot: https://cdn.zappy.app/bbd271640b259eca6c2ccc3280f45563.png

STEP 4 - Lastly, can you try the Facebook Lead Ads Testing Tool and share the results? We have more information about this here: https://zapier.com/help/doc/use-the-facebook-lead-ads-testing-tool-to-create-sample-leads

This will give us some additional data to help troubleshoot what might be happening here.

Use the Testing Tool

1. Go here: https://developers.facebook.com/tools/lead-ads-testing/
2. Select the appropriate Page and Form
3. Click "Create Lead" (you might need to click "Delete Lead" first if you have done one before).
4. Click the "Track Status" button. You may need to click this more than once.
5. Review the section below "Track Status" for any errors or messages
6. Send me a screenshot of that page once you've clicked the "Track Status" button, including any errors or messages.

Here is a screenshot to illustrate these steps: https://cdn.zappy.app/b2ee9b049cf4c6d6e3e24e6d7abd4cf4.png

Kindly give it a try and let me know how it goes? I'll keep an eye out for your response!

HI Ken,

I followed all these steps, I think they are the same as what I already found in the help articles.  Anyway, I checked everything again and also used the Facebook test tool.

I made screenshots, I don’t want to share them publicly in this forum but if you send me an email I’m more than happy to send them to you.  It can be that I’m missing something but everything looks good to me.

When using the Facebook test tool I do see the record that I create appear in the leads on Zapier’s end but as I said it does’nt trigger the automation.

Tx, Kris

Hi @kcaluwae,

Thank you for trying those troubleshooting steps. Unfortunately, I have run out of options for this issue. I suggest contacting our Support Team as they have the necessary tools to investigate the Zap and its logs thoroughly, and figure out what's causing the problem.

You can reach our Support Team here: https://zapier.com/app/get-help

I appreciate your patience and understanding.