If your Meta/Facebook integration disables in Retention.com, you will receive an email from us sharing the error message that caused the issue. Your integration will not sync until the error is resolved and the integration is enabled again.
Here are the most common errors and how to resolve them.
Solution
Facebook's tokens expire after a set amount of time (typically about 60 days). Go to your Facebook Integration Settings in Retention. Click the edit icon next to API Details, and then click Update Credentials. That will take you to your Facebook account to give the app access again. Once you complete those steps, it will be updated in Retention.
Solution
When someone revokes authorization or has never authorized your app, you will see this error response. You must receive the proper authorization within Facebook.
Solution
Go to your Facebook Integration Settings in Retention. Click the edit icon next to API Details, and then click Update Credentials. That will take you to your Facebook account to give the app access again. Once you complete those steps, it will be updated in Retention.
Solution
The Facebook Business Account must be able to create and access Custom Audiences for the Ad Account ID to work with the integration. You can view this by going to Audiences > Create a Custom Audience.
If the personal Facebook account that's linked to the Business Account has been hacked, you will receive this error message.
Note: The Facebook account being used for the integration must also belong to someone located in the United States.
Once you've resolved the error in Facebook, go to Integrations > Integration Settings in Retention.com to Enable the Facebook integration and Contact Sync.
If you try to enable the integration and the issue still remains, it will disable again and show a red error message in top right corner.
