My Facebook or Instagram integration stopped working

Issue symptoms

My Facebook integration, Facebook Messenger, or Instagram Direct channel doesn't sync or work correctly. I see one of these errors:

Messages from Facebook or Instagram don't create tickets

Facebook or Instagram users don't receive agent responses

I receive an email notification that says my Facebook page was deauthorized

Attention required: Facebook Page, [Name of the page], is no longer authorized.

I try to reauthorize my Facebook account with Zendesk, but I get an error. The browser says the page is linked, but when I return to Zendesk, I see the error below.

Page not found. The page you're looking for either doesn't exist or you don't have access to it. I can't reauthorize my Facebook page.

Resolution steps

Important: If you are unable to connect your Facebook account to Zendesk for the first time, see I can't add my Facebook account to Zendesk.

Zendesk constantly monitors your Facebook pages for new posts, messages, and comments. If Zendesk can't connect to your Facebook page, it sends an email notification to all admins on your account.

Your Facebook channel can become deauthorized for different reasons:

The admin who authorized the Facebook page revoked their Facebook session. This can happen when the admin changes their password or chooses the option log out of a device after a password change.

The admin who added the page removed permissions for the Zendesk Facebook app to manage your pages or access your Facebook page messages

Zendesk receives a consistent response from Facebook indicating that Zendesk isn't authorized to access the page's content. This should only happen due to an error in Facebook’s platform.

You haven't granted Zendesk management access to your account.
For more information, see Setting up your public Facebook channel.

Use these steps:

Reauthorize the Facebook page again

Confirm the Facebook integration works

Next steps if the integration still doesn't work

Reauthorize the Facebook page again

If you try to reauthorize your Facebook page and see a Page not found message, clear your browser cache and reauthorize the Facebook page again.

Note: Enable 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 Turn on the two-factor authentication requirement in your business portfolio.

To fix this issue:

Sign out of your Zendesk and Facebook accounts

Clear your browser cache and cookies

In the same browser, sign back in to your Facebook account. You must be an admin of the Facebook page.

Sign back in to your Zendesk account as an admin

Reauthorize your Facebook page by following the instructions in Reauthorizing the connection between Zendesk Support and your Facebook pages

Or watch this video that shows all the steps in the article.

Confirm the Facebook integration works

To confirm the Facebook integration with Zendesk works, follow the instructions in this section Confirming the Zendesk-Facebook connection.

After you reauthorize your Facebook page, the reauthorize required label should no longer appear on the Facebook account.

Next steps if the integration still doesn't work

If you already unlinked your Facebook page from your Zendesk account, remove the Zendesk integration from your Facebook page.

To remove Zendesk from Facebook:

On Facebook, go to the business integrations page to see the list of integrations connected to your Facebook account

Under Zendesk, select Remove to delete this integration from Facebook

To reauthorize Facebook channel pages:

Open a private or incognito window in your browser. Then sign in to both your Zendesk and Facebook accounts

In Admin Center, click Channels in the sidebar, then select Messaging and social > Facebook Pages

Hover over the name of the Facebook page, then click Unlink to remove the page. Repeat this process for all pages you want to unlink

Click Add new page to re-add the Facebook pages you removed in the previous step. For more information, see Reauthorizing the connection between Zendesk Support and your Facebook pages

Edit the Facebook channel settings for each page and enable Include Wall posts

Note: If you don't select any Facebook pages that have previously been authorized, the Zendesk integration for those pages stops working.

To reauthorize Facebook Messenger and Instagram Direct channels:

Open a private or incognito window in your browser. Then sign in to both your Zendesk and Facebook accounts

In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging

On the Facebook Messenger and Instagram Direct channels, select the options menu ( ) and click Delete

Select Delete channel in the dialog. Repeat this process for all channels you want to remove.

Click Add channel and select Instagram Direct or Facebook Messenger from the drop-down.

For Instagram Direct, click Continue with Instagram to open the Instagram setup flow

For Facebook Messenger, click Continue with Facebook to open the Facebook setup flow

For other issues, see How do I troubleshoot issues with my Facebook channel?.