The issue with Facebook integration in SMM has now be completely fixed, and we have successfully completed an update that has reinstated all valid access tokens that existed before, so *no re-authentication or reconnect actions are required* on your part, and the Facebook integration's should be working as expected. As part of this update and token reinstatement, it is possible that some integration's that you had previously disabled may have been inadvertently enabled, so we recommend you review all current integration's and ensure that any integration's that are no longer needed are disabled or deleted.
All public and private messages are flowing in as expected however any private messages that were sent to your Facebook pages during the outage will not be ingested and these would need to be handed natively within Facebook.
Please reach out to customer support if you experience any further issues with your Facebook integration and incoming and outgoing messages.
Nov 17, 12:37 UTC
All new FB private messages should be coming in at this time This means that all new traffic is now being ingested correctly and can be replied to as normal.
Nov 17, 12:10 UTC
We believe that the issue is resolved for all customers. Facebook public information should now be coming in at normal rates, while private messages are coming in slightly slower. We are still reviewing improvements there.
There is no need to reconnect accounts and all public messages will be ingested.
Nov 17, 11:11 UTC
Progress towards a solution is being made, however we still have work being done. Some customers may be seeing improvements. Due to the nature of the issue, we are unable to provide an ETA and will continue to update.
Nov 17, 09:02 UTC
Our teams continue to focus on resolving this issue with Facebook for our customers. This is our top priority, but regretfully, we do not have a concrete ETA for resolution yet. We will continue to update this page as additional information comes available.
Nov 17, 05:18 UTC
We are still working with our partners at Facebook to resolve the issue as a priority. At this time, there is no ETA, but we will update as additional information becomes available.
Nov 17, 00:02 UTC
We understand this is extremely disruptive and are working closely with Facebook to drive things to resolution. At this time, Facebook is aware of the issue and in the process of addressing it, but we do not yet have an ETA on when the problem will be resolved. Updates will be relayed as they come in, but we appreciate your patience.
Nov 17, 00:01 UTC
We have identified that this issue is impacting U.S. and APAC based customers only. We are working with our partners at Facebook to investigate further and resolve. We will provide further updates here as soon as we know more.
Nov 16, 21:13 UTC
We are currently investigating reports of Facebook and Instagram tokens becoming invalidated, this would lead to errors when attempting to reply to these conversations. We will provide another update as learn more.
Nov 16, 20:31 UTC