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Troubleshooting Facebook Pages Not Connected to Rival IQ
Troubleshooting Facebook Pages Not Connected to Rival IQ
Seth Bridges avatar
Written by Seth Bridges
Updated today

If you're expecting to see Facebook Insights for a Facebook Page to appear in Rival IQ, but aren't seeing it, use this article to troubleshoot connection issues.

Step 1: Ensure your Facebook Assignment includes Full Control or Insights

Step 2: Ensure Rival IQ has correct access to the Page(s) or add a new Page

Step 3: Refresh your Facebook connection

Step 4: Ensure you tracking the Facebook Page as a company in the landscape

Step 5: Enable two-factor authentication if required by Facebook Page administrator

Step 6: If it still isn't working, contact our team
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Step 1: Ensure your Facebook Assignment includes Full Control or Insights

Facebook’s new Pages experience includes new assignments for task access. In order to view Facebook Insights private data in Rival IQ the user connecting the Page must have either Full Control or Insights included in their assignment. Facebook provides instructions on how to view and edit permissions here. We’ve also included directions on how to view your assignment or update another user’s assignment below.

To verify you have the correct assignment:

  1. Login to Facebook, go to business.facebook.com, and select the Page you wish to manage. If the link does take you to the location below, you may need to search for settings or business settings.
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  2. From the left hand navigation, select People under Users.

  3. Select your name and click on the Page name under Pages to view your permissions.

  4. You must have either Full Control or Task access with Insights selected, those views are pictured below:

    1. Full Access:

    2. Task Access with Insights:
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  5. If you don't have the appropriate access, you'll need to ask an admin of the Facebook page to set up your permissions.

To update a user’s permission so they can connect the private insights to Rival IQ:

  1. You must be an admin to update another user’s assignment. If you are an administrator of the Facebook Page, login to your account.

  2. Go to business.facebook.com and select the page you wish to manage. If the link does take you to the location below, you may need to search for either settings or business settings.
    ​

  3. Use the left hand navigation to select Pages under the Accounts section. This will display all of the users for that page.

  4. Select the user to view and edit their access. The user must have either Full Control or Task access with Insights selected.

    1. Full Control:
      ​

    2. Task access with Insights selected:
      ​

Step 2: Ensure Rival IQ has correct access to the Page(s) or add a new Page

Rival IQ must have access to all of the requested items. To check that you've granted Rival IQ the correct permissions, open the Business Integration section in Facebook and then select ‘View and Edit’ for Rival IQ. Please double check that all sections are enabled as all of the requested insights must be allowed for each Page you wish to view in Rival IQ.

You may choose to only allow Rival IQ to access specific Pages, but for any single Page all options must be enabled. If you would like to add an additional Page to Rival IQ, you can do so by selecting all of the options for that additional Page.
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In the video below, I am adding the Golden Retriever Facebook and Instagram profiles to Rival IQ.

After adding or editing any permissions, you must refresh your Facebook connection, as explained in Step 3 below.

Step 3: Refresh your Facebook connection

Go to Connected Accounts and click Reconnect Pages. A popup will appear in the top right portion of the page with the Facebook pages that are connected. This will include any new Facebook pages that were added.

Step 4: Ensure you tracking the Facebook Page as a company in the landscape

You must track the company you wish to view in Facebook Insights within your current landscape. View the list of Companies in your current landscape and ensure the company with the Facebook page is listed. Next, hover over the checkmark in the Facebook column and verify the correct Facebook page is listed. Click on the handle name (@YourFacebookPage) and a new tab will open to the Facebook page.

Step 5: Enable two-factor authentication

Some Facebook page administrators require users to enable two-factor authentication before connecting to Rival IQ. Please review Facebook’s help article to enable two-factor authentication.

Step 6: If it still isn't working, contact our team

Use the blue support button at the bottom right corner of your screen or email us at support@rivaliq.com.

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