1. Troubleshooting Facebook and common issues

Troubleshooting Facebook and common issues

When using Facebook integration on LeadsBridge you may come across some known and easy-to-fix errors, below we’ll explain how to troubleshoot these and get everything back on track.

Custom Audience Facebook Error (TOS)

Facebook has updated their TOS recently and this is the reason behind this issue.

To fix it you should accept the new TOS by clicking on the “Accept TOS” button inside LeadsBridge.

Screen Shot 2018-08-09 at 18.29.34

You’ll then be redirected to Facebook Custom Audience GUI to accept them

Please note that the TOS should be accepted for every Facebook Ads account separately.

LeadsBridge App Permissions

LeadsBridge should have all of the app permissions enabled to work properly on your account.

To make sure they’re enabled just go to the Facebook account settings >> Apps and then click on the pencil to modify permissions.


Make sure to give all permissions to the LeadsBridge App.

You may also arrive here by clicking on this link and going to the Apps tab.

Please note that the link will open up on the account you’re currently logged in so, if you need to do this on a different account, log out of Facebook first and log into the desired account.


This is an error message that comes directly from Facebook and it says “Failed to update the custom audience: This audience was created from data source FILE_IMPORTED.MULTI_HASHES, which does not support data source FILE_IMPORTED.HASHES_OR_USER_IDS.”

It means that the creation method of the audience doesn’t match with the update method here on LeadsBridge. Basically, this error comes up when you try to update an audience previously created from another platform or with a manual upload on Facebook.

To fix this you should create a new Custom Audience inside LeadsBridge which then will be automatically updated. If you wish to use an already created Custom Audience as well for your advertisement, you may select both of them when setting up your campaigns.

The Facebook test didn’t come into my CRM

The is a fake lead that is not accepted by a lot of autoresponders/CRMs and this could be the reason why you don’t see it inside your platform.

Please follow these steps to insert a lead with real-data:

  1. Click here
  2. Choose your Facebook Page where you want to insert the test lead
  3. Click on the “Delete” button
  4. Click on “Preview form” (DO NOT CLICK ON “Create” BUTTON)
  5. Insert a valid email and valid data
  6. Click on “Submit”

Basically, you need to use the “Lead Ads Testing Tool” provided by Facebook to insert a test lead that you will use to verify that everything works great.

Let me know when done so I can test that everything works well.

Error validating access token: the user has changed the password

The “Api [190] “(FacebookResponseException) [190] Error validating access token: the user has changed the password” error shows up when the password for the account has been changed as it stops LeadsBridge from accessing it.

To fix this you should go to your Ad Accounts and click on the account where you have changed the password.

Once done click on the “Refresh” green button to authorize again our app to use your account.

Lead Access from the Business Manager

There’s a well-known issue with the Facebook Business Manager. In order to fix it please follow the documentation in this link


If you get  “{FacebookResponseException}[100] Unsupported get request. Object with ID ‘….’ does not exist” error message you should check which is the Ad Account that returns this error by going on the Ad Accounts section of LeadsBridge.
It could be that this Ad Account has expired or some information has been changed on Facebook sise.
To fix it you should Reauthorize the Ad Account involved.
Schermata 2018-10-18 alle 12.59.41