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: Check that you are an admin/analyst for the Facebook page

To check, go to your Facebook Page, select Settings from the left menu and the select Page Roles to see a list of all page admins.

Scroll down to the list of "Existing Page Roles" to find your name and verify you are listed as an 'Admin'.

If you don't have Admin access, you'll need to ask someone to add you as an Admin of the Facebook page.

If you're an Analyst of the page, we recommend getting admin permissions. We've noticed connection issues when you're an Analyst.

Step 2: Check that you've given Rival IQ access to the Facebook pages

To check this, open the Business Integration section in Facebook. To find the Business Integrations, use the dropdown next to your notifications and click Settings and Privacy and then select Settings. This will open a left hand menu, scroll down to see Business Integrations.

Click on View and edit to open a modal that displays your connection preferences.

Scroll through the list an ensure all permissions are enabled. All permissions must be enabled in order for the API to provide all relevant metrics to your account.

If you are only connecting some of your pages to Rival IQ the permissions will look like the image 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: Are you tracking the right Facebook page in this landscape?

View the list of Companies in the 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: 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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