My Facebook or Instagram integration stopped working

Issue symptoms Your Facebook integration, Facebook Messenger, or Instagram Direct channel does not sync or work correctly. You see one of these errors:
Messages from Facebook or Instagram do not create tickets
Facebook or Instagram users do not receive agent responses
You receive an email notification that your Facebook page was deauthorized Attention required: Facebook Page, [Name of the page], is no longer authorized

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. Page not found. The page you're looking for either doesn't exist or you don't have access to it. You cannot reauthorize your Facebook page.
Resolution steps Important: If you cannot connect your Facebook account to Zendesk for the first time, see Setting up your public Facebook channel. 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. Your Facebook channel can become deauthorized for different reasons:
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.
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 is not authorized to access the content of the page. This should only happen due to an error in the platform of Facebook.
You have not granted Zendesk management access to your account. For more information, see Setting up your public Facebook channel.
Use the steps below:

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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: 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 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 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



See Troubleshooting the Facebook channel