Troubleshooting Facebook connections

Setting up Facebook pages can be a bit more complex than other networks, so we’ll walk you through the necessary steps. It’s crucial to follow them in the correct order to identify any connection issues. Please don’t skip any steps, as this may prevent Viraly from connecting your Facebook pages.

Here are the steps to follow, in order:

1. Checking Admin Settings
2. Checking your Permissions
3. Reauthorizing the connection between Facebook and Viraly

Checking Admin Settings

To connect or refresh a Facebook Page in Viraly, ensure that you have Full Control as an admin of the Page.

Verifying Settings in the Professional Dashboard:

1. Log into Facebook and make sure you are acting as your Page, not as your profile.
2. Click Professional Dashboard in the left-hand menu.
3. Select Page Access from the left-side menu options.
4. Click your name to see if the message says, “This person has full control.”

• If it doesn’t say “This person has full control” next to your Facebook profile name, ask someone on your team with full control to adjust your permissions.
• If you don’t see your Facebook profile name listed, it’s likely that your team might be using Meta Business Suite, so you’ll need to check the settings in Meta Business Suite.

5. Once you have full control via the Professional Dashboard, move on to check the admin settings in Meta Business Suite, where ‘Full Control’ also needs to be set.

Checking settings in Meta Business Suite

1. Go to Meta Business Suite settings (or follow this link).
2. If multiple accounts are shown, select the one for the Facebook Page you’re trying to connect.

⚠️ If you don’t see the right account, you may not have the necessary admin permissions with Full Control within that Business Suite, so ask someone else on your team for help.

3. Under “Accounts,” click Pages, find your name, and ensure that Full control: Everything is enabled. It should look like this.
4. Check the People section under “Users” to confirm that Full control: Everything is listed next to your name for Business Portfolio Access. It should look like this.

Once this is done, proceed to check your permissions.

Checking your Permissions

A common issue when connecting Facebook pages is missing permissions between Facebook and Viraly. When you attempt to connect a Facebook page, it’s vital to grant permissions for all Pages, even those not connected to Viraly. Missing permissions can stop Viraly from finding your managed pages.

Follow these steps to do this:

1. Log into your personal Facebook profile that has admin access with full control over the Page.
2. Click the drop-down arrow at the top right, and go to Settings & privacy > Settings.
3. Select Business Integrations in Facebook.

⚠️ Note: These settings are within your personal profile, not your Facebook Page. You should be using Facebook as your profile in order to access them.

4. Find Viraly in the list and select View and Edit.
5. Scroll through the list of Pages and make sure all boxes are selected (you might need to expand the list to see more Pages).

📝 Note: If no individual Pages are listed, it means Viraly already has access to all Pages, which is ideal. In this case, you won’t need to check any Pages here, and instead, you’ll need to reestablish the authorization by following the steps to Reauthorize the connection between Facebook and Viraly.

6. After making your selections, click Save.
7. Go back to Viraly and try reconnecting the Page again. If the Page does not connect, please continue with Reauthorizing the connection between Facebook and Viraly.

Reauthorizing the connection between Facebook and Viraly

If you’re still unable to connect your Facebook page after trying the previous steps, reauthorizing the connection between Viraly and Facebook may be necessary. Follow these steps:

1. In Facebook, click the small drop-down arrow at the top right of the screen, then select Settings & privacy > Settings.
2. From the left-hand menu, click Business Integrations (or use this link).

⚠️ Note: These settings are found within your personal Facebook profile, not in the Facebook Page settings. You must be logged in as your personal profile to access them.

2. Find Viraly in the list of integrations and click Remove.
3. A pop-up will appear asking for confirmation to remove Viraly. Click Remove.
   Note: This action removes the Viraly app from Facebook, not your Viraly account.
4. Return to Viraly and try reconnecting your Facebook page. Make sure to accept all permissions and all Pages (including Pages not connected to Viraly) during the authorization process.

📝 Reminder: You’ll see an option to “Choose what you allow” during this step. Facebook requires this, but altering any permissions will prevent Viraly from authenticating with Facebook.

5. As a last step, once Viraly has been reauthorized, please refresh your social profile in Viraly by following these steps.

If you’re still having issues, feel free to reach out to us at contact@viraly.io with the error details, and we’ll be happy to help troubleshoot!