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Engage Troubleshooting: Facebook
Engage Troubleshooting: Facebook
Cheyenne V. avatar
Written by Cheyenne V.
Updated today

Difficulty connecting Facebook to Engage?

Ensure your Facebook user has the admin-level page role on the Facebook page you are trying to connect. You can check with the following steps:

  1. Log into Facebook

  2. Open your Facebook Page

  3. Click Settings -> Page Roles from the left-hand menu

  4. Here you will see each Facebook user with a page role on the Facebook page.

  5. Any role other than Admin will be unable to successfully connect to Engage. Facebook page roles can be found here - https://www.facebook.com/help/289207354498410

How can I check if I am an administrator on a Facebook page?

  1. Log into Facebook

  2. Open your Facebook Page

  3. Click Settings -> Page Roles from the left-hand menu

  4. Here you will see each Facebook user with a page role on the Facebook page.

How can someone add me as a Business Admin in Meta Business Manager?

A current Business Admin or Page Owner can add you as a Business Admin in Meta Business Manager by following the steps outlined by Facebook here - https://business.facebook.com/business/help/2169003770027706?id=2190812977867143

  1. Go to Business Settings.

  2. Click People.

  3. Click + Add.

  4. Enter the work email address of the person you want to add

  5. Select the role Admin access for the user

  6. Click Next

  7. Choose the correct Facebook Page in the first column and toggle on admin access in the third column

  8. Click Invite - this will grant business admin access on Facebook

Difficulty Connecting Facebook because only some channels I have access to are populating from Engage?

We have observed that when a user connects a social account to Engage and later tries to add another, the account may not display in the list of available accounts automatically. See below for steps to fix this issue for both Facebook and Instagram.

  1. Log in to Facebook with the Admin user you are attempting to connect the social accounts to Meltwater with

  2. Navigate to the drop-down arrow in the upper right corner

  3. Click Settings

  4. Click Business Integrations in the left menu

  5. Find our app 'Meltwater Engage' in the list and click View and Edit

  6. Scroll through the list of permissions and find where each page you have access to displays. Ensure all pages you would like to connect are checked.

  7. Click Save at the bottom of the page

  8. Log back in to Meltwater

  9. Navigate to Accounts

  10. Click Social Connections

  11. Select Owned Connections

  12. Try adding the social connection again, the account(s) that are missing should display now.

Learn more about troubleshooting for other channels:

💡 Tip

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