Troubleshooting Guide: Facebook Lead Ad Connector in Meritto

Troubleshooting Guide: Facebook Lead Ad Connector in Meritto

Overview 

If your Facebook leads are not syncing to Meritto, or if campaign details are missing, follow this step-by-step troubleshooting guide to identify and resolve common issues.

Troubleshooting Steps

1. Verify Facebook Page, Ad Account, and Form Connections

Leads won’t sync if the required Facebook assets (Page, Ad Account, Forms) are not properly connected to Meritto.

Steps to Check:
  1. Navigate to Platform Settings → Connectors → Facebook Lead Ad in Meritto.
  2. Confirm that:
    1. The Facebook Page is connected.
    2. The Ad Account is linked to the same Page.
    3. All required LeadGen Forms are visible and selected.
  3. If any of these are missing, reconnect the Facebook account or reselect the assets.
Notes
Note: A form must belong to the connected page and ad account to be eligible for lead sync.

2. Confirm Lead Access Permissions

Even if the assets are connected, Meritto cannot fetch leads if it does not have Lead Access permission on the Facebook Page.

Steps to Check:
  1. Go to your Facebook Business Manager → Page Settings → Leads Access.
  2. Under CRM Access, ensure ‘Nopaperforms’ is listed and has access to the forms.
  3. If Meritto is missing, click Assign CRM and select the ‘Nopaperforms’ App.
Once lead access is correctly granted, future leads should start syncing automatically.

3. Check If the Facebook User Has Required Admin Access

Only a Facebook user with Admin access to the Page, Ad Account, and Forms can set up and manage the connector successfully.

Steps to Check:
  1. Log in to Facebook and go to Business Settings.
  2. Under People, ensure the user who authorized the connector has:
    1. Page Admin access
    2. Ad Account Admin access
    3. Form Access permissions
  3. If not, grant the required permissions or reconnect using a user with admin access.

4. Confirm Lead Sync Time and Date

Sometimes leads are generated before the connector was set up, or after it was disconnected temporarily.

Steps to Check:
  1. Check the lead creation time in Facebook and compare it with the connector activation time in Meritto.
  2. Leads generated before activation will not sync retroactively.
  3. Use the Manual Lead Pull option in Meritto (if enabled) to fetch older leads within Facebook’s retention period (90 days).

5. Check for Lead Field Mapping Errors

If required fields are not mapped properly between Facebook and Meritto, leads may sync but fail to create due to data validation errors.

Steps to Check:
  1. Go to Facebook Connector Settings → Field Mapping.
  2. Review all required fields (Name, Email, Phone, etc.) to ensure they’re correctly mapped.
  3. If the fields in the Facebook form are mapped to conditional fields or fields that are linked to master data in Meritto, ensure that all the levels of the master data are being captured through the form.
    1. For example, if the Meritto fields Course → Programme → Level are dependent on each other, then the Facebook form should capture all three levels.
    2. If the Facebook form captures only Programme and Level but not Course, the values will not be captured because Programme is dependent on Course and Level is dependent on Programme.

6. Reauthorize the Connector (If Needed)

Token expiry or permission revocation on Facebook can break the connection silently.

Steps to Check:
  1. Go to the Facebook Lead Ad Connector in Meritto.
  2. Click Reauthorize and log in with a Facebook user who has Admin access.
  3. Grant all requested permissions again.
  4. Save the configuration and test the connection.

7. Contact Meritto Support

If all the above steps are verified and the issue persists, please contact Meritto Support with the following details to speed up resolution:
  1. Facebook Page name
  2. Form ID and Campaign ID
  3. Lead details (email/phone + timestamp)
  4. Screenshot of connector settings
  5. Error logs (if any)
Support Email: support@meritto.com
 Or raise a ticket via the Help & Support section in your Meritto account.

Quick Recap

Issue
Likely Cause
Resolution
Leads not syncing
Missing asset connection / Lead Access
Reconnect assets, assign CRM access
Old leads missing
Generated before connector setup
Manual lead pull (within retention period)
Field mapping errors
Incomplete conditional/master data mapping
Ensure all dependent fields are captured
Webhook or auth errors
Token expired or permissions revoked
Reauthorize connector

Best Practices to Avoid Future Issues

  1. Always use Admin Facebook accounts for connector setup.
  2. Periodically review lead access settings.
  3. Avoid creating duplicate forms for each campaign — leverage Dynamic Campaign Tracking.
  4. Check connector logs regularly for early detection of issues.


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