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="e91a4b7fc8f028c8faa957dfd632c5b5b">Messages from Facebook or Instagram do not create tickets</li>
<li data-list-item-id="ec987660af48c31fb67e47b215e7ba6a5">Facebook or Instagram users do not receive agent responses</li>
<li data-list-item-id="e974be283a6fae8b8924d78ea69e2d5c3">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/11015962470938" 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="e53ee3de80ee7698c1f71a9d7e4f2e6f2">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/11015962471066" 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="ea84b3ec7936af6f82ec087c447277556">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="e2b2836fd8797fd7fafbaeb2f219c136a">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="e06ac98b98dc775d51b514c5059abe838">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="e2f113d806c5ac92c3e4f5173465b21f5">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;">
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</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="e457c7406cf2c61318cdf55461ae94bd3">
<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/11015962471194" alt="Sign out from Zendesk"></figure>
</li>
<li data-list-item-id="ef5a7e9fb48c546442b623eec4a559645">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="e611ed65d02dc71f4646190c805ece1bb">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="ef0a71f54cbeca4e96b13077b05a2ce6b">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="e19903b9e1afbeff7e0a32c652bb4eaae">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="e49a13611d76057f27b06528360ab233b">
<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/11015943349786" alt="Settings and privacy from Facebook"></p>
</li>
<li data-list-item-id="ee3843e6f072931ce89402c71c1bf2f0b">
<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/11015962471578" alt="Remove Zendesk from Facebook"></p>
</li>
</ol>
<p>To reauthorize Facebook channel pages:</p>
<ol>
<li data-list-item-id="e316bc321abeb52d941c58426203a44e3">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="ea410a718edb762552804d7aa2e2cdf50">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <img class="wysiwyg-image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="" width="16" height="16" id="topic_gvb_5fq_zl__image_tyn_jfp_bm"> <strong>Channels</strong> in the sidebar, then select <strong>Messaging and social &gt; Facebook Pages</strong>
</li>
<li data-list-item-id="eec76c1c0daaeed990a1d74f79b8da663">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="e57dcfa0ca705d108f9293f9d69560371">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="e3ef242fcb87387d47dc5500a85413525">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="e570001152f8f0f53a411476f137a559e">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="e2b75b1a7f35a8e56f0efeb405666460a">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <img class="wysiwyg-image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="" width="16" height="16" id="topic_gvb_5fq_zl__image_tyn_jfp_bm"> <strong>Channels</strong> in the sidebar, then select <strong>Messaging and social &gt; Messaging</strong>
</li>
<li data-list-item-id="e3d92cf9b7e79b775bd0f6212e732e080">On the Facebook Messenger and Instagram Direct channels, select the options menu (<img class="wysiwyg-image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png" alt="" width="16" height="16" id="topic-1__image_fsr_yk5_jv">) and click <strong>Delete</strong>
</li>
<li data-list-item-id="e07e329b5019f43abf8eab223087bf7d9">Select <strong>Delete channel</strong> in the dialog. Repeat this process for all channels you want to remove.</li>
<li data-list-item-id="e068776ed17f6b3e763146152c4272f5b">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="e343b0018f1be2004d8c7034a210ee1dc">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="eb9eb408f14c5f3979365db718662b318">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><style>
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</style><div class="ai-only" aria-hidden="true"><details><summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary><h2 id="h_01KXKVA8W0VS4FY9BM1T92YRDH">Why does my Facebook integration or Instagram Direct channel fail to sync? What causes a Facebook page deauthorization? Why do Facebook messages not create tickets? Why do customers or visitors not receive agent responses?</h2>
<p>Your Facebook or Instagram integration stops working or fails to sync when Zendesk loses authorization. This happens when the agent or support person who authorized the page changes their password, signs out of a device, or removes permissions for the Zendesk Facebook app. Facebook platform errors or a failure to grant Zendesk management access cause this disconnect. When this occurs, messages from customers or end users do not create tickets in your help desk or ticketing system, and visitors do not receive replies from your team.</p>
<h2 id="h_01KXKVA8W0DPPQ6T4P3W4YYT8P">What permissions do I need to reauthorize a Facebook page? Can I reconnect Facebook if Meta Business Manager requires two-factor authentication? What are the requirements to fix the Facebook integration?</h2>
<p>You must hold admin permissions for both your Zendesk ticketing system or help desk and the Facebook page to resolve the connection. Turn on two-factor authentication in your Facebook account if the Meta Business Manager account that links to your Facebook page requires two-factor authentication.</p>
<h2 id="h_01KXKVA8W00TB33MB3QPSJ7JCS">What happens if I do not select a Facebook page that I authorized before during setup? Will my other Facebook pages stop working if I skip them during reauthorization?</h2>
<p>The Zendesk integration stops working for Facebook pages that you authorized before but do not select during the setup process.</p>
<h2 id="h_01KXKVA8W0Q2H6P0ZXJHRW18G7">Does the "reauthorize required" label disappear after I reconnect my Facebook page? How do I know if the Facebook integration works after reauthorization?</h2>
<p>Yes. The <strong>reauthorize required</strong> label no longer appears on the Facebook account after you reauthorize your Facebook page.</p>
<h2 id="h_01KXKVA8W09PHC70K84VNNBAPX">How do I reauthorize my Facebook page? How do I fix the "Page not found" error when you link Facebook? What should I do if the browser shows the page is linked but Zendesk shows an error?</h2>
<p>If you see a "Page not found" message or error when you try to reauthorize your Facebook page, clear your browser cache and cookies, then use these steps to resolve the issue:</p>
<ol>
<li data-list-item-id="e6fe2c9e6720efffac2d723ddc0dda2ff">Sign out of your Zendesk and Facebook accounts.</li>
<li data-list-item-id="ef22e071a8ba1a34d92ccb00c209e3da1">Clear your browser cache and cookies.</li>
<li data-list-item-id="ed7957f0e7072ea3e24efe82d42e07fc7">In the same browser, sign back in to your Facebook account as an admin of the Facebook page.</li>
<li data-list-item-id="e16dbc47975ea2d612056cee2ad95208f">Sign back in to your Zendesk help desk or ticketing system as an admin.</li>
<li data-list-item-id="e1bbe5501f682af4fb0467fdd3d1a6471">Reauthorize your Facebook page.</li>
</ol>
<h2 id="h_01KXKVA8W037WX430M7ZW35K3G">How do I remove the Zendesk integration from my Facebook page? How do I unlink Zendesk from Facebook business integrations? What are the steps to delete the Zendesk app from Facebook?</h2>
<p>If the integration still does not work, remove the Zendesk integration from Facebook using these steps:</p>
<ol>
<li data-list-item-id="ed4f2f64ec4d0fc83383b80ee0a52e813">On Facebook, go to the business integrations page to see the list of integrations connected to your Facebook account.</li>
<li data-list-item-id="ebf573b6791b873e60789c56852641f56">Under Zendesk, select <strong>Remove</strong> to delete this integration from Facebook.</li>
</ol>
<h2 id="h_01KXKVA8W0C2M6WEXT001P22XV">How do I reauthorize Facebook channel pages? How do I unlink and re-add a Facebook page in Zendesk? How to fix Facebook page sync issues in Admin Center?</h2>
<p>Follow these steps to unlink and re-add your Facebook pages:</p>
<ol>
<li data-list-item-id="eac295fccea0e0ea00138f7f67956486e">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="ea6313f9ab91c82bbd94dee3d185b5dc2">In <strong>Admin Center</strong>, click <strong>Channels</strong> in the sidebar, then select <strong>Messaging and social</strong> <strong>Facebook Pages</strong>.</li>
<li data-list-item-id="e602f69c35c6207cfd4722c4da27c89e6">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="e6ba9b298d1080e64721723d9bc62d508">Click <strong>Add new page</strong> to re-add the Facebook pages you removed in the previous step.</li>
<li data-list-item-id="ec8d8bb2439add946d4f17d4eabb90933">Edit the Facebook channel settings for each page and enable <strong>Include Wall posts</strong>.</li>
</ol>
<h2 id="h_01KXKVA8W0B9BC50Y7S2SZPB57">How do I reauthorize Facebook Messenger and Instagram Direct channels? How do I delete and re-add Instagram Direct or Facebook Messenger in Zendesk? What are the steps to fix Instagram Direct messages that do not sync?</h2>
<p>Follow these steps to remove and re-add your Facebook Messenger and Instagram Direct channels:</p>
<ol>
<li data-list-item-id="e8550c2310665130831c40e1e903ab4d4">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="e316045a2c6791226d5e9e3f777a93455">In <strong>Admin Center</strong>, click <strong>Channels</strong> in the sidebar, then select <strong>Messaging and social</strong> <strong>Messaging</strong>.</li>
<li data-list-item-id="e92330eefefd9388a2f5332df0953964a">On the Facebook Messenger and Instagram Direct channels, select the options menu and click <strong>Delete</strong>.</li>
<li data-list-item-id="e65712de20f4126f43ec02c674a2b2042">Select <strong>Delete channel</strong> in the dialog. Repeat this process for all channels you want to remove.</li>
<li data-list-item-id="e358567da48543b4dd6a17abd97300261">Click <strong>Add channel</strong> and select <strong>Instagram Direct</strong> or <strong>Facebook Messenger</strong> from the drop-down.</li>
<li data-list-item-id="e693adea2294698f87f775c0f7c895aa0">For <strong>Instagram Direct</strong>, click <strong>Continue with Instagram</strong> to open the Instagram setup flow. For <strong>Facebook Messenger</strong>, click <strong>Continue with Facebook</strong> to open the Facebook setup flow.</li>
</ol></details></div>