Troubleshooting Guide: Facebook Lead Ads Integration with The Pediatric Experience

Created by PX Marketing, Modified on Tue, 19 Aug at 6:40 PM by PX Marketing

Overview

Integrating Facebook Lead Ads with your The Pediatric Experience (PXME) account ensures that leads are automatically captured and synced into your system. When syncing fails, it’s usually due to incorrect permissions, expired tokens, or misconfigured form mappings. This guide walks you through the most common issues and how to fix them.

Q1: Why are my Facebook Lead Ads not making it into my PXME sub-account?

A1:
There are a few common reasons:

Check Facebook Page Admin Role

Go to Facebook Business Settings.
Confirm that your user account has Admin access to the page.
If not, update your role to Admin so PXME can connect properly.

Verify the Correct Lead Form is Selected

In Facebook Ads Manager, ensure the correct Lead Form is attached to your ad.
In PXME, go to Settings > Integrations > Facebook Form Field Mapping.
Confirm the form shows with a blue checkmark to verify it’s mapped correctly.

Q2: Why are my registration page leads not being counted?

A2:
This usually happens when forms aren’t mapped correctly.

How to Fix:

Go to Settings > Integrations > Facebook Form Field Mapping.
Check that the registration page form is connected to the correct Facebook Lead Form.
If mismatched, click Edit Fields, select the right Facebook form, and Save.

Q3: My Facebook forms are verified, but leads still aren’t syncing. What should I do?

A3:
The issue may be with permissions in the integration.

How to Fix:

Go to Settings > Integrations > Facebook.
Confirm that all permissions and lead access are granted.
If needed, disconnect and reconnect your Facebook account.
After reconnecting, test with the Facebook Lead Ads Testing Tool.

Q4: What should I do if a Facebook token has expired in a sub-account?

A4:
Tokens expire over time or after password changes, de-authorizations, or permission updates.

How to Fix:

In PXME, go to Settings > Integrations.
Click Disconnect next to Facebook.
Reconnect using the Facebook account that manages the page.
Select the page and finish the reconnection process.

Q5: What are common errors that can block Facebook lead syncing?

A5:

Page Quality Issue

If flagged by Facebook, submit a support ticket through your Facebook Page.

Permission Issue

Use the Facebook Lead Ads Testing Tool to check for missing permissions.
Ensure page, Instagram, and Ads account permissions are fully enabled.

Instagram Not Syncing

Confirm Instagram is connected to your Facebook Page.
Verify that messaging is enabled in PXME.

Leads Not Syncing

Check Ad Account settings.
Make sure the Page Admin matches the Ad Account Owner.
Review Lead Access Permissions in Business Manager.

Q6: How do I connect Instagram to my Facebook Page (or confirm it’s connected)?

A6:

Log in to Facebook.
Go to Pages > Settings > Linked Accounts > Instagram.
Follow the prompts to connect your Instagram account.
Verify Instagram is listed under Linked Accounts.
If not, reconnect using the above steps.

Q7: Why can’t I see my Facebook Page in PXME’s dropdown?

A7:
Missing Pages usually occur when roles or permissions are incorrect.

Solution:

Confirm that your Facebook Page has Admin or Employee permissions for your account.
In Facebook Business Manager, check that the Page is assigned correctly and visible.