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. You have two options to resolve this issue as we have recently released a new Facebook integration that uses a permanent token. This removes the need to reenable your Facebook integration every 60 days.
Upgrade to Permanent Access Token (Recommended)
The latest integration update from Retention.com allows you to switch to a permanent Facebook access token, eliminating the need for periodic refreshes. Follow the below article to upgrade:
By switching to a permanent access token, you ensure uninterrupted data syncing and remove the need for future manual updates.
Here are the most common errors and how to resolve them:
Error validating access token: Session has expired
Solution
Facebook issues access tokens for authorization between applications and their platforms. Previously, these tokens had a limited validity period, requiring them to be refreshed every 60 days. Failure to refresh the token on time results in expired sessions and interrupts the integration between Retention.com and Facebook. To resolve this:
Open Retention.com and navigate to your Facebook Integration Settings.
Click the edit icon next to API Details.
Select Update Credentials. This will redirect you to your Facebook account.
Re-authorize the application by granting access within Facebook.
Once reauthorization is complete, return to Retention.com and re-enable the integration and Grow Sync settings.
Error validating access token: User {user-id} has not authorized application {your-app-id}.
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.
Error Message: You cannot access the app till you log in to www.facebook.com and follow the instructions given.
Solution
To resolve this:
Open Retention.com and navigate to your Facebook Integration Settings.
Click the edit icon next to API Details.
Select Update Credentials.
This will redirect you to your Facebook account to give the app access again.
Re-authorize the application by granting access within Facebook.
Once reauthorization is complete, return to Retention.com and re-enable the integration and Grow Sync settings.
Error Message: The current user can not update audience
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.
The Facebook account being used for the integration must also belong to someone located in the United States.
The Facebook account being used for the integration must also belong to someone located in the United States.
Enable the Integration
Once you've resolved the error in Facebook, go to Integrations > Integration Settings in Retention.com to Enable the Facebook integration and Contact Sync.
Note: Certain automated features, such as suppression, are not available with this integration. Theis setting remains off by default for the Meta integration and does not need to be enabled.
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.
Tips for Smooth Facebook Integration
Always ensure that your Facebook credentials are up to date.
Periodically reauthorize the Retention.com app within Facebook to avoid disruptions.
If issues persist, consider accessing additional tutorials or reaching out to the Support Center for assistance.
Have questions? Message us on chat, or email us at support[at]retention.com!