Problem synchronizing leads coming from facebook page

[LParri]

Hello, I have problems with the synchronization of leads that come from the Facebook page account, I can't connect them.

I've been having this problem from the Facebook page 'Il Dottore del mal di testa', I am the administrator of the page and of the connected business manager but despite this I can't make the connection.

Usually for other pages I manage I go to 'Automatically sync leads from Lead Generation ads with HubSpot CRM' and it finds the specific Facebook page. I'm only having this issue with this new page.

What can i do to solve the problem and correctly synchronize the leads that come from the Facebook page account 'Il Dottore del mal di testa' with the relative Hubspot account? thanks for your attention i await your reply.

[danmoyle · Accepted solution]

Hi @LParri and welcome to the Community! 

As @kennedyp mentined, this is a common issue that can occur due to various reasons. Here's what I share with clients to try and solve it. 

You mentioned that you're the admin of the Facebook page, so this may be a moot point. But I always start with ensuring you have the necessary permissions and connections. Verify that you have admin access to both the Facebook page and the associated Facebook Ads account first. Then confirm you have "Lead Access" permission for the Facebook page. Next, make sure you have "Ads Publish" permissions in HubSpot. And finally check that at least one Facebook ad account is connected to HubSpot.

Next in troubleshooting, double check that your Facebook page and ad account are in the same Business Manager. I see you mentioned that it is, but it's helpful to review in case you might miss something (it happens to me for sure).

Go to your Facebook Business Settings, then in the left sidebar, click on "Ad accounts" and verify the connected ad account. Check that the "Owned by" business matches the business manager of your Facebook page.

Now for the HubSpot side. We need to enable lead syncing in HubSpot, which you can do manually.

1. In HubSpot, go to Settings > Marketing > Ads.
2. Click the "Lead syncing" tab.
3. Click "Connect" in the upper right corner.
4. Select "Facebook" as the ad network.
5. Find your page 'Il Dottore del mal di testa' and select the checkbox next to it.
6. Click "Save."

Here's one that feels like, "did you turn it off and back on again?" to me. But sometimes it helps! If the above steps don't work, try disconnecting and reconnecting your Facebook page. That may reset the connection. 

The final troubleshooting is to check if any changes have occured recently, If you've recently made changes to your Facebook page or ad account settings, it may take some time for the changes to propagate. Wait for a few hours and try the connection again.

Last thought: If none of this works, and you've talked with HubSpot Support, I might suggest looking into a third-party integration tool like LeadSync. This alternative method can often bypass issues with the direct Facebook-HubSpot integration.

I hope that helps with some of the troubleshooting! 

[kennedyp]

Hi @LParri! Welcome to the Community-- happy to have you here 😊

Often we see this issue when permissions are not configured properly in your Facebook account. According to the Knowledge Base article "Troubleshoot issues when syncing leads from your Facebook pages to HubSpot" you must confirm all of the following settings:

• The connected Facebook user must be an admin for both the page and the ads account. 
• The ad account and the page must be owned by the same Business Manager.
• The connected Facebook user must have Leads Access for the page.
• All permissions for the HubSpot Ads Integration permissions must be toggled on.

I want to invite some subject matter experts to see if they have any suggestions.

Hey @danmoyle, @HFisher7 do you have any troubleshooting tips y'all could share? Thanks!

Best, 
Kennedy