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Troubleshoot issues when syncing leads from your Facebook pages to HubSpot

Last updated: July 15, 2020

Applies to:

All products and plans

After connecting your Facebook Ads account to HubSpot, your existing lead ads in Facebook will automatically appear on your ads dashboard. Make sure the user who connected your account has the permissions required to sync Facebook leads to HubSpot.

Confirm your permissions and settings in Facebook Business Manager

Facebook allows you to configure permissions on your page, business manager, and the HubSpot Ads integration when you first connect your ad account. To ensure you can connect your page for lead syncing, confirm all of the following settings below.

Facebook page admin access

The Facebook user that you use to connect your ad account must be an admin of any pages you want to sync leads from.

To confirm that you're an admin of a page:

  • Go to your Facebook business manager.
  • In the left sidebar menu, click Pages.
  • Select the page that you want to sync leads from.
  • In the right pane, click the name of your Facebook user to see all of your page permissions.
  • Confirm that the Manage Page permission switch is toggled on.
fb-lead-syncing-permissions-page-admin

Facebook business manager asset settings

Your connected Facebook ad account and any pages you want to sync leads from must be in the same business manager.

To confirm the business manager of a connected ad account:

  • Navigate to your Facebook business manager.
  • In the left sidebar menu, click Ad accounts.
  • Click on an ad account you've connected to HubSpot.
  • In the right pane, under the ad account name, confirm that the business manager name matches the business manager name of any pages that you want to sync leads from.

fb-lead-syncing-permissions-business-manager-ad-accountTo confirm the business manager of a page that you want to sync leads from:

  • Navigate to your Facebook business manager.
  • In the left sidebar menu, click Pages.
  • Click on a Page that you want to sync leads from.
  • In the right pane, under the page name, confirm that the business manager name matches the business manager name of your connected ad accounts.
fb-lead-syncing-permissions-business-manager-page

Facebook business manager leads access

The Facebook user you use to connect your ad account must have Leads Access for any pages you want to sync leads from. By default, all page admins have Leads Access, but if you or another Facebook user in your business enabled Leads Access manager, individual users might be assigned different levels of access.

To confirm that you have Leads Access:

  • Navigate to your Facebook business manager.
  • In the left sidebar menu, click Integrations, then click Leads Access.
  • Click on a Page that you want to sync leads from.
    • If a business manager has not enabled Leads Access manager, this screen will be greyed out and disabled, and your Facebook user already has Leads Access.
    • If a business manager admin has enabled Leads Access manager, check that the name of your Facebook user is under the People tab.

fb-lead-syncing-permissions-leads-access-manager

Facebook ad account connection

In order to sync leads from your Facebook pages, you also have to connect at least one Facebook ad account to HubSpot. You will need to be an admin of the ad account you connect. 

HubSpot Ads Integration permissions

When you first connect your Facebook ad account to HubSpot, Facebook prompts you to authorize the following permissions: Manage your ads, Manage your business, Manage your Pages, Show a list of the Pages you manage, and Access leads for your Pages.

If you choose to revoke any of these permissions, the HubSpot Ads integration will not work correctly. If you mistakenly removed any of these integration permissions, you can restore them by reauthorizing your account in your HubSpot Ads settings:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to MarketingAds.
  • In the Accounts tab, hover over the ad account with the Permissions needed status beneath it. Then click Update permissions.

update-fb-integration-permissions

  • In the dialog box, Facebook will request that you authorize any missing permissions. Click Ok.
  • With the permissions updated, you should be able to set up lead syncing for all the pages that your Facebook user has access to.

Ensure proper pages have been enabled

If you have multiple Facebook business pages, it's possible that the right ones aren't enabled for lead syncing. If you aren't able to enable certain pages, check your app and page permissions first.

Follow these steps to ensure that you’ve enabled all of the proper pages for lead syncing in HubSpot:

  • Identify the ads that aren't syncing leads. Take note of any specific ads that haven't ever synced leads to HubSpot.
  • Find the ad in Facebook: 
    • Log in to your Facebook Ad Manager.
    • Click the campaign and ad set to find the particular ad or ads that aren't syncing leads to HubSpot.
  • Check the page associated with the ad: 
    • Click the Edit option next to the ad.
    • In the Identity section, Facebook will display the business page associated with the ad.

      facebook-identity-section
  • Enable lead syncing for the page in HubSpot:
    • In your HubSpot account, click the settings icon settings in the main navigation bar.
    • In the left sidebar menu, navigate to Marketing > Ads.
    • Click the Lead syncing tab.
    • In the upper right, click Manage.
    • In the dialog box, select Facebook.
    • Select the checkbox next to a Facebook page to turn lead syncing on.
    • Click Save.

Check your report filters

Depending on which attribution report you've selected in the ads dashboard, some synced leads may not display.

For example, the First form submission attribution report will only show synced leads who first became contacts by filling out a lead ad form. The report will not show a synced lead if they filled out a lead ad form after they already submitted a form on your website.

linkedin-attribution-reportMarketing Hub Professional and Enterprise customers can use the All form submissions attribution report to see all leads that have synced from their lead ads. If you have a Starter or Free account and you want to see all synced leads for an ad, you can create a list using the Ads Interactions filter.

Reconnect your page

If you connected your Facebook page but didn't have Leads Access in your Facebook business manager, leads from your page will not sync to HubSpot. Once you gain Leads Access, any new leads will sync to your HubSpot account, but you will need to reconnect your page to sync any historical leads.

To reconnect your page:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to MarketingAds.
  • Click the Lead syncing tab.
  • Hover over the Page you want to reconnect, then click Disconnect.
  • In the dialog box, click Remove.
  • In the upper right, click Manage.
  • In the dialog box, select Facebook.
  • Select the checkbox next to the Facebook page you want to reconnect.
  • Click Save.
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