Facebook Lead Ads Troubleshooting Guide

Running into issues with your Facebook Lead Ads integration? This guide will help you diagnose and fix common problems so you can keep capturing prospective families without interruption.

Before You Start

Make sure you have:

  • Admin access to your Facebook Business Manager
  • Your Facebook page connected to Enrollio
  • Active Lead Ads campaigns running

Common Issues and Solutions

Leads Aren't Syncing to Enrollio

Check your Facebook connection status:

  1. Go to Settings → Integrations → Facebook
  2. Verify your Facebook page shows as "Connected"
  3. If you see "Disconnected" or "Token Expired," reconnect your account
[SCREENSHOT: Settings > Integrations > Facebook showing connection status with green "Connected" indicator]

Verify your Lead Ad form is mapped correctly:

  1. Click on your connected Facebook page
  2. Select "Lead Forms" from the menu
  3. Confirm each form has a destination (automation or pipeline) assigned
[SCREENSHOT: Facebook Lead Forms list showing form names with assigned automations/pipelines]
Pro Tip: Test your lead form by submitting a test entry with your own contact info. This will show you exactly where leads are flowing (or getting stuck).

Facebook Token Has Expired

Facebook access tokens expire periodically for security. When this happens, you'll see a notification in Enrollio.

To reconnect:

  1. Go to Settings → Integrations → Facebook
  2. Click "Reconnect" next to the expired page
  3. Follow the Facebook authorization prompts
  4. Confirm the connection is restored
[SCREENSHOT: Facebook integration page showing "Token Expired" warning with "Reconnect" button]

Leads Are Duplicating

If the same prospective family is appearing multiple times:

  1. Check if you have multiple automations triggered by the same lead form
  2. Review your automation settings to ensure "Skip if contact exists" is enabled where appropriate
  3. Verify you don't have the same form connected in multiple places

Lead Information Is Incomplete or Incorrect

Field mapping might be the issue:

  1. Go to your Facebook Lead Form settings in Facebook Business Manager
  2. Review the questions in your form
  3. In Enrollio, check that each Facebook field is mapped to the correct Enrollio field
  4. Update mappings if needed and test again
[SCREENSHOT: Field mapping interface showing Facebook form fields on left mapped to Enrollio contact fields on right]

Specific Lead Forms Aren't Showing Up

If you created a new lead form but don't see it in Enrollio:

  1. Wait 5-10 minutes — new forms can take a few minutes to sync
  2. Try disconnecting and reconnecting your Facebook page
  3. Verify the form is published and active in Facebook
  4. Confirm the form is associated with the correct Facebook page

Testing Your Integration

Always test after making changes:

  1. Submit a test lead through your Facebook form
  2. Check if it appears in your Enrollio account within 1-2 minutes
  3. Verify all information transferred correctly
  4. Confirm any automations triggered as expected

Still Having Issues?

If you've tried these steps and leads still aren't flowing:

  • Check Facebook's status page for any known outages
  • Review your Facebook Ad Account permissions
  • Contact Enrollio support with specific details about what's not working
Pro Tip: Take screenshots of any error messages you see — they help our support team diagnose issues much faster.

Related Articles

  • Setting Up Facebook Lead Ads Integration
  • Creating Automations for Facebook Leads
  • Managing Your Enrollment Pipeline
  • Facebook Conversions API Setup