HubSpot showing 0 lead forms from Facebook despite multiple forms

craverhub · ‎May 30, 2023

A few weeks ago we set up a series of native lead form ads in Facebook. They were collecting leads and syncing them with Facebook with no trouble, until a few days ago when the integration broke and presented an error. To fix it, I disconnected HubSpot from Facebook and reconnected them again.

Now the ads are still running & collecting leads, but the Settings > Marketing > Ads > Lead Syncing page is showing 0 forms and 0 leads imported from Facebook. I turned on 90 day syncing so the previous leads should sync, plus the new ones that have been collected since the new connection was setup.

How can I fix this, so that the leads from Facebook sync with HubSpot once again?

P.S. HubSpot is indicating no errors - it says the connection is fine. In Facebook Ads Manager under the "Integrations" setting the "HubSpot Ads" integration is now listed under the "Removed" tab instead of the "Connected" tab even though I reconnected it (through HubSpot). Am I missing something?

kvlschaefer · ‎May 31, 2023

Hi @craverhub,

Thanks for reaching out!

This data discrepancy could be due to how Facebook and HubSpot measure leads.

The website leads on Facebook measures the number of people who click the link to the website where as the form submissions are measuring people who actively submitted their information on the form. Not all leads from Facebook will complete the form and result in a conversion in HubSpot.

I would recommend following the steps in this knowledge base article here to restart the sync.
If you're still seeing a discrepancy not due to the above, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

Best,

Kristen

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craverhub · ‎May 31, 2023

Thanks so much for the reply @kvlschaefer! I don't believe this is the issue - there are 0 lead forms shown in Hubspot, but I have 3 in Facebook, regardless of how many submissions (over 50 now). The sync was working perfectly until this error last week - very strange.

I'll reach out to support and see if they can help. Thank you!

Zuki

ozzge · ‎Aug 15, 2023

Did you find a solution for that? I am facing the same issue right now

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