My Facebook or Instagram integration stopped working

<h2 id="h_01HCA7AGAQ418S81BQ83WK3DET">Issue symptoms</h2><p>Your <a href="https://support.zendesk.com/hc/en-us/articles/4408819897242-Setting-up-your-public-Facebook-channel" target="_blank" rel="noopener noreferrer">Facebook integration</a>, <a href="https://support.zendesk.com/hc/en-us/articles/4408835753370-Adding-Facebook-Messenger-channels" target="_blank" rel="noopener noreferrer">Facebook Messenger</a>, or <a href="https://support.zendesk.com/hc/en-us/articles/4408835013018-Adding-and-configuring-the-Instagram-Direct-channel" target="_blank" rel="noopener noreferrer">Instagram Direct</a> channel does not sync or work correctly. You see one of these errors:</p><ul>
<li data-list-item-id="e73de89bae9d087389f7e0cbee9254afa">Messages from Facebook or Instagram do not create tickets</li>
<li data-list-item-id="e541b94cde1b5483181ff32cc2cd32cf5">Facebook or Instagram users do not receive agent responses</li>
<li data-list-item-id="e4ab8ebf69b4f5e49e9f01b3d9a572279">You receive an email notification that your Facebook page was deauthorized<br><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/8976845647642" alt="Deauthorization email notification"><br><strong>Attention required: Facebook Page, [Name of the page], is no longer authorized</strong>
</li>
<li data-list-item-id="e35f45132e391739ab7b4b2d3a2fd0d83">You try to reauthorize your Facebook account with Zendesk, but you get an error. The browser shows that the page is linked, but when you return to Zendesk, you see the error below.<br><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/7856559826202" alt="Page not found Facebook error message"><br><strong>Page not found. The page you're looking for either doesn't exist or you don't have access to it</strong>. You cannot reauthorize your Facebook page.</li>
</ul><h2 id="h_01HCA7AGAQQRRP1GQW9ADZTSVG">Resolution steps</h2><div class="p"><div class="note important">Important: If you cannot connect your Facebook account to Zendesk for the first time, see <a href="https://support.zendesk.com/hc/en-us/articles/4408819897242-Setting-up-your-public-Facebook-channel" target="_blank" rel="noopener noreferrer">Setting up your public Facebook channel</a>.</div></div><p>Zendesk monitors your Facebook pages for new posts, messages, and comments. If Zendesk cannot connect to your Facebook page, it sends an email notification to all admins on your account.</p><p>Your Facebook channel can become deauthorized for different reasons:</p><ul>
<li data-list-item-id="e710bbdc9e3ff924a48a3181283ae3e0a">The admin who authorized the Facebook page revoked their Facebook session. This happens when the admin changes their password or signs out of a device after a password change.</li>
<li data-list-item-id="e69b6f9766ce26f200d9fe8a3f065d834">The admin who added the page removed permissions for the <a href="https://support.zendesk.com/hc/en-us/articles/4408826833050-Troubleshooting-Facebook-connectivity" target="_blank" rel="noopener noreferrer">Zendesk Facebook app</a> to manage your pages or access your Facebook page messages.</li>
<li data-list-item-id="e92875d7bc637d386bc598440d516d4af">Zendesk receives a consistent response from Facebook indicating that Zendesk is not authorized to access the content of the page. This should only happen due to an error in the platform of Facebook.</li>
<li data-list-item-id="ed0966e935d21c212c0115d66d939e51e">You have not granted Zendesk management access to your account. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408819897242-Setting-up-your-Facebook-channel" target="_blank" rel="noopener noreferrer">Setting up your public Facebook channel</a>.</li>
</ul><p>Use the steps below:</p><div style="margin-bottom: 20px; text-align: right;">
<button id="master-toggle" class="btn fw-semibold text-dark" data-action="expand" style="background-color: #DEF991; border: none; outline: none; border-radius: 7px; padding: 10px 20px; font-size: 15px; transition: background-color 0.2s ease;" onmouseover="this.style.backgroundColor='#cbef6d'" onmouseout="this.style.backgroundColor='#DEF991'">
Expand all tabs
</button>
</div>
<script>
document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
</script><div class="accordion"><h3 id="h_01KWFBFK8GZ71HCKMPSMPZQP3M">Reauthorize the Facebook page again</h3></div><div class="panel">
<p>If you try to reauthorize your Facebook page and see a <strong>Page not found</strong> message, clear your browser cache and reauthorize the Facebook page again.</p>
<div class="p"><div class="note">
<span class="notetitle">Note:</span> Turn on two-factor authentication in your Facebook account if the Meta Business Manager account your Facebook page is linked to requires two-factor authentication. For more information, see <a href="https://www.facebook.com/business/help/280940009201586?id=199156230960298" target="_blank" rel="noopener noreferrer">Turn on the two-factor authentication requirement in your business portfolio</a>.</div></div>
<p>To fix this issue:</p>
<ol>
<li data-list-item-id="e3b62f723a514b1caba114aca1dc257e4">
<p>Sign out of your Zendesk and <a href="https://www.facebook.com/help/225861947424289" target="_blank" rel="noopener noreferrer">Facebook</a> accounts</p>
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10541023546394" alt="Sign out from Zendesk"></figure>
</li>
<li data-list-item-id="e2fd33eaffad8155284bd64e4c7223aae">Clear your browser <a href="https://support.zendesk.com/hc/en-us/articles/4408823836314-Options-to-clear-cache-and-cookies" target="_blank" rel="noopener noreferrer">cache and cookies</a>
</li>
<li data-list-item-id="ea877bbf34aa997a849e9eb3ab01fb506">In the same browser, sign back in to your Facebook account. You must be an <a href="https://www.facebook.com/help/510247025775149/" target="_blank" rel="noopener noreferrer">admin of the Facebook page</a>.</li>
<li data-list-item-id="e37b5ca2dec88c4c785043589dec12df9">Sign back in to your Zendesk account as an <a href="https://support.zendesk.com/hc/en-us/articles/4408883763866-Understanding-Zendesk-Support-user-roles#topic_evb_dbp_cc" target="_blank" rel="noopener noreferrer">admin</a>
</li>
<li data-list-item-id="effd4bd01de76cc6b6591d67e2ea3c62b">Reauthorize your Facebook page by following the instructions in <a href="https://support.zendesk.com/hc/en-us/articles/4634815441946-Reauthorizing-the-connection-between-Zendesk-Support-and-your-Facebook-pages" target="_blank" rel="noopener noreferrer">Reauthorizing the connection between Zendesk Support and your Facebook pages</a>.</li>
</ol>
<p>Or watch this video that shows all the steps in the article.</p>
<p><iframe src="https://www.youtube.com/embed/HzNtYCwydPk?si=8oxVnymt_rQMZD4U" allowfullscreen="allowfullscreen" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share"></iframe></p>
</div><div class="accordion"><h3 id="h_01KWFBFK8GMJ9MEKNE4PM8GHT6">Confirm the Facebook integration works</h3></div><div class="panel">
<p>To confirm the Facebook integration works, follow the instructions in this section <a href="https://support.zendesk.com/hc/en-us/articles/4634815441946-Reauthorizing-and-confirming-the-connection-between-Zendesk-Support-and-your-Facebook-pages#topic_qfk_qrm_q5b" target="_blank" rel="noopener noreferrer">Confirming the Zendesk-Facebook connection</a>.</p>
<p>After you reauthorize your Facebook page, the <strong>reauthorize required</strong> label should no longer appear on the Facebook account.</p>
<p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/4806159805338/Facebook_page_successfully_linked.png" alt="Facebook page successfully linked"></p>
</div><div class="accordion"><h3 id="h_01KWFBFK8GK4MQRZH6B2YHG59G">Next steps if the integration still doesn't work</h3></div><div class="panel">
<p>If you already unlinked your Facebook page from your Zendesk account, remove the <strong>Zendesk</strong> integration from your Facebook page.</p>
<p>To remove Zendesk from Facebook:</p>
<ol>
<li data-list-item-id="e1f48561f4142b892945f68367d8a6a0c">
<p>On Facebook, go to the <a href="https://www.facebook.com/help/405094243235242" target="_blank" rel="noopener noreferrer">business integrations page</a> to see the list of integrations connected to your Facebook account</p>
<p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/7856565214234" alt="Settings and privacy from Facebook"></p>
</li>
<li data-list-item-id="ecc7bcf7cfae3c890cf6b107373748bd2">
<p>Under <strong>Zendesk</strong>, select <strong>Remove</strong> to delete this integration from Facebook</p>
<p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/7856565213722" alt="Remove Zendesk from Facebook"></p>
</li>
</ol>
<p>To reauthorize Facebook channel pages:</p>
<ol>
<li data-list-item-id="e5887375228e5256e14baaf9d209d7068">Open a private or incognito window in your browser. Then sign in to both your Zendesk and Facebook accounts</li>
<li data-list-item-id="e6736e6b5a9a313fc284f1d3d71e3d489">In Admin Center, click <img class="wysiwyg-image-resized" style="aspect-ratio: 16/16; width: 2.09%;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="Channels icon" id="topic_ovs_qrm_q5b__d6e790" width="16" height="16"><strong>Channels</strong> in the sidebar, then select <strong>Messaging and social &gt; Facebook Pages</strong>
</li>
<li data-list-item-id="ed1932eb6a8d93846a7b6995be8614679">Hover over the name of the Facebook page, then click <strong>Unlink</strong> to remove the page. Repeat this process for all pages you want to unlink</li>
<li data-list-item-id="eee59e4df54408a060d753f24e36bf37c">Click <strong>Add new page</strong> to re-add the Facebook pages you removed in the previous step. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4634815441946-Reauthorizing-the-connection-between-Zendesk-Support-and-your-Facebook-pages" target="_blank" rel="noopener noreferrer">Reauthorizing the connection between Zendesk Support and your Facebook pages</a>.</li>
<li data-list-item-id="e9289e1b9341d0d820da68cdb4c816ba4">Edit the <a href="https://support.zendesk.com/hc/en-us/articles/4408819897242#topic_ejk_hp3_zl" target="_blank" rel="noopener noreferrer">Facebook channel settings</a> for each page and enable <strong>Include Wall posts</strong>
</li>
</ol>
<div class="p"><div class="note">
<span class="notetitle">Note:</span> If you don't select any Facebook pages that have previously been authorized, the Zendesk integration for those pages stops working.</div></div>
<p>To reauthorize Facebook Messenger and Instagram Direct channels:</p>
<ol>
<li data-list-item-id="ed330d02fe82577105475788298d05343">Open a private or incognito window in your browser. Then sign in to both your Zendesk and Facebook accounts</li>
<li data-list-item-id="e6c134445f1fbb98413da928dc2c34b4e">In Admin Center, click <img class="wysiwyg-image-resized" style="aspect-ratio: 16/16; width: 2.09%;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="Channels icon" id="topic_yqd_dds_x4b__d8e744" width="16" height="16"><strong>Channels</strong> in the sidebar, then select <strong>Messaging and social &gt; Messaging</strong>
</li>
<li data-list-item-id="e0e2583dababcae6fbd9c247261ddb529">On the Facebook Messenger and Instagram Direct channels, select the options menu (<img class="wysiwyg-image-resized" style="aspect-ratio: 20/24; width: 2.09%;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_sorting_options.png" alt="Options menu icon" id="topic_mtv_gmx_tb__image_tfc_sxs_stb" width="20" height="24">) and click <strong>Delete</strong>
</li>
<li data-list-item-id="e233e9cef0d8525599880d694b3db9390">Select <strong>Delete channel</strong> in the dialog. Repeat this process for all channels you want to remove.</li>
<li data-list-item-id="e869258458e3eab7317d440ea34c3520f">Click <strong>Add channel</strong> and select <strong>Instagram Direct</strong> or <strong>Facebook Messenger</strong> from the drop-down.<ul>
<li data-list-item-id="e6219dd6c997bf93ebca18b10d317aac9">For <a href="https://support.zendesk.com/hc/en-us/articles/4408835013018-Adding-and-configuring-the-Instagram-Direct-channel#topic_yqd_dds_x4b" target="_blank" rel="noopener noreferrer">Instagram Direct</a>, click <strong>Continue with Instagram</strong> to open the Instagram setup flow</li>
<li data-list-item-id="e5238c0e1575b2067726c7398f442d697">For <a href="https://support.zendesk.com/hc/en-us/articles/4408835753370-Adding-Facebook-Messenger-channels#topic_ow1_tbj_smb" target="_blank" rel="noopener noreferrer">Facebook Messenger</a>, click <strong>Continue with Facebook</strong> to open the Facebook setup flow</li>
</ul>
</li>
</ol>
</div><p>See <a href="https://support.zendesk.com/hc/en-us/articles/4408887381914-How-do-I-troubleshoot-issues-with-my-Facebook-channel-" target="_blank" rel="noopener noreferrer">Troubleshooting the Facebook channel</a></p>