Troubleshooting Your Facebook Page Connection

This content was created before the recent Dash Social design update. Some visuals may be out of date.

If you're experiencing issues or having trouble connecting your Facebook Page to Dash Social, please read below for troubleshooting tips and how to fix common error messages.

General Troubleshooting Tips

• Clear your cookies and cache (Instructions for Google Chrome)
• Try in an incognito browser (If it works in incognito, that’s a good indicator that it’s a cache problem)
• Try logging out of Dash Social and logging back in
• Enable two-factor authentication for your Instagram and Facebook Pages. To learn more about two-factor authentication and how to set it up, visit the Facebook Help Centre
• For brands using Facebook Classic Pages: View your Facebook Business Integrations and ensure Dash Social is listed with permissions switched on for each brand.
• For brands using the New Pages Experience: View your Facebook Business Integrations and ensure Dash Social is listed with permissions switched on for each brand.

I've tried to click the “Connect” button in platform settings, but it’s not working

First, double-check your connections as outlined in the article Connecting your Facebook Page to Dash Social. You’ll need to be an admin of your Facebook Page and have your professional Instagram connected to your business page.

If these connections are already in place, view your Business Integrations and ensure Dash Social is listed there. To view which permissions are enabled, click View and Edit. We require that all permissions are enabled for each brand connecting to Dash Social.

Above: Dash Social is listed within the Business Integrations section of your Facebook Page settings (classic Pages).

Above: Dash Social is listed within the Business Integrations section of your Facebook Page settings (New Pages Experience).

If these connections are in place with your Platform Connections page refreshed, reach out to your Dash Social Account Representative with a link to your Facebook Page, a screenshot of the Instagram account connected to the Facebook Page, and a screenshot of the Page Roles to ensure you’re an admin.

Frequently Asked Questions

Q: I’m not seeing all the data immediately after connecting. Is something wrong?
A: It may take up to 24 hours for your historical Facebook Page data to populate in the platform.

Q: Why did my Facebook Page disconnect from Dash Social?
A: The Facebook API token will become invalidated if there is a password change or if permissions are changed in your Facebook Business Integrations. If this happens, the connection can be re-established in your Dash Social Platform Connections.

Q:  I’m not seeing any error messages pop up, but I want to double-check that my Facebook Page is connected to Dash Social. How do I do that?
A: View your Facebook Business Integrations page. Dash Social will be listed under “Active” with permissions switched on.

Q: I have a valid connection but I'm not seeing any Facebook/Instagram DMs. Is there anything else I can do?

A: Navigate to your Facebook Page and click Settings & Privacy > Settings > search for Advanced Messaging > App Settings / Handover Protocol. Click Configure and select Dash Social for the primary receiver for handover protocol.

Q: I’m having trouble with my Facebook Page and want to speak to a Facebook employee. How do I do that?
A: Head over to the Facebook Business Help Centre, scroll down to where it says Contact Our Support Team and click Chat.

Need help getting started?
Reach out to your Account Representative or let us know in the chat →