If you're having trouble setting up Facebook authentication or if it stopped working after a few months, follow these steps to troubleshoot and reconnect.
Double-Check a few things first:
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Verify the Facebook URL: Make sure you're authenticating the correct Facebook accounts:
- See link provided in original email - this is what is currently mapped in Comscore. If it’s incorrect, please let us know.
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Check your account settings
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Professional account: Your Meta account must be set to a professional account.
- Learn more here: https://www.facebook.com/help/2978174759158711
- Admin access: You must be the admin owner of the Facebook account.
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Professional account: Your Meta account must be set to a professional account.
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Recent Activity Requirement: Comscore's data connection requires at least one post within the past 30 days to function properly. If your account has been inactive for more than 30 days or you do not plan to post content, this authentication step is not necessary and can be skipped.
- Note: If your account does not meet this requirement, please let us know so we can update our records and avoid sending unnecessary authentication reminders.
If all of the above looks good, let’s check the Meta Dashboard Integration:
- Go to Meta Business Integrations (Settings > Business Integrations): https://www.facebook.com/settings/?tab=business_tools
- If you've authenticated both Facebook and Instagram, you should see two connections:
- Facebook > Shareablee
- Instagram > Shareablee Insights
- If the Shareablee connection is missing: Try the Facebook integration steps again.
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If the connection is present but not working
- Remove only the Facebook connection (do not remove "Shareablee Insights" for Instagram).
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- Click Remove next to Shareablee under the Facebook connection.
- Walk through the Facebook integration steps again.