In this article, we'll help you troubleshoot common errors you might run into with your Facebook account in Loomly:
1. Troubleshooting and best practices
For Loomly to access your social accounts, it requires access tokens which authorizes Loomly to publish on your behalf. Access tokens are provided by the social media network when you connect your account through an industry-standard process called OAuth
These access tokens might expire for several reasons:
Updated social account credentials
Explicit lifespans of an access token. Loomly notifies you 7 days in advance when access tokens are about to expire.
Loomly losing permissions to publish such as revoked permission settings or connected profile no longer has Admin access
Social media platform updates
This is why you might have to reconnect your social accounts from time to time.
For Facebook, we recommend reconnecting accounts every year as access tokens will expire after a year. On the other hand, access tokens can become invalidated for the reasons listed above, so we recommend reconnecting your accounts if there are any changes made to your Facebook account.
3. Facebook common error
Error: An unknown error has occurred
Usually, this is usually a temporary error where we are unable to confirm if the post was published. We would recommend checking the account to see if the post was successfully published. If it was, you can mark the post as published within Loomly.
If it did not publish, please Update Post and Reschedule to try again.
4. Reconnect & Revoke access
To Reconnect your Facebook account
Go to your Calendar Settings > Social Accounts and disconnect your Facebook account by hitting the red X
Once you do that, you will be prompted to log in again to Facebook, and this should reset the connection.
Here are a couple of tips:
You can use Manage Social Accounts to disconnect, refresh, and connect Social Accounts.
You can also view any Social Account that requires attention due to failures or expiration from here.
Finally, you can go directly to Post Builder to connect any channels with a failed or expired connection.
To Revoke access from Facebook
Go to Facebook.com > Settings & Privacy > Settings > Security and login > Business Integrations > remove Loomly from your list of authorized apps.
Return to the Social Accounts tab of your calendar Settings page in Loomly, and remove your Facebook connections by clicking the red 'x' then reconnect your Facebook account to Loomly with the green CONNECT button
A new Facebook window will pop up, prompting you to grant permissions to Loomly. Accept all permissions asked by Facebook, including those related to your Profile (this is necessary since Loomly access Pages through your Profile, as mentioned earlier).
You will be taken back to Loomly, on the page where you can select which Facebook Page you want to connect your calendar to, with the dropdown menu: Select your Page
📝 Notes:
You will need to refresh connections to Facebook and Instagram accounts for each calendar as this will disconnect the connections all calendars you have connected.
You can complete reconnecting for all Facebook and all Instagram connections for each calendar from the hyperlinks provided.