Follow these steps to troubleshoot:
#1 - Verify permissions and channel access.
Did you provide the right permissions and access to the right channels?
Please make sure you have the right permissions to grant access to the right assets.
Check on asset management to ensure that you have granted access to all the right assets.
Don't forget that for Facebook, we need access to the organic pages, too, not just ad accounts.
Facebook & Instagram
When adding Facebook assets through our platform, the platform will inherit your permissions. So for you to be able to add accounts, you'll need:
Organic: you need a moderator role (permission to moderate messages and comments) on all Facebook organic pages
Ads accounts: you need an advertiser role (manage campaigns + permission to view performance) on all Facebook Ad Accounts
To cover Instagram, the account must be an Instagram business account and must be tied to a Facebook page BrandBastion has access to.
To cover paid assets (ad accounts), BrandBastion needs access to the organic page/s and ad account/s through which the ads are run.
If you're an ad agency and only have access to the ad account, but limited access to the organic pages (for example, you only have advertiser permissions) we won't be able to crawl most comments from your ads.
Organic: you need to be logged in as the account
Ads accounts: you need a campaign analyst role
YouTube
Organic: you need at least editor access
Ads (via Google Ads): you need standard level access
You need to be a page admin
#2 - Ensure monitoring is activated
Have you checked if monitoring is on?
Go to Asset Management.
Check each asset, click the three dots - edit and make sure all toggles are on.
Click save.
Note: we cannot crawl mentions, DMs and comments on dynamic ads historically. We'll only crawl new messages after you grant us access.
#3 - Confirm if the comments are associated with dynamic ads.
Have you checked if these comments are from dynamic ads?
We can only track comments on Facebook dynamic ads in real time after you grant us access to the account. Unfortunately, we can't track comments historically on dynamic ads, but we'll start tracking all new comments once access is granted.
How can I know if the ad is dynamic?
If you're not sure if the ad is dynamic, you can use the Facebook Ad Library to find that ad. If it states, "This ad has multiple versions," then it's a dynamic ad.
Due to API limitations, no vendor is currently able to crawl comments on Instagram Dynamic Ads. These include:
Instagram post using Dynamic Experiences (Advantage+)
Instagram post using Dynamic Product Ads (Catalogue Ads or DPA)
Instagram post using Dynamic Creative Ads (DCA)
We are able to crawl comments from:
Instagram Ads not using DCA or DPA
Instagram posts using Placement Asset Customization (PAC)
Instagram posts using Dynamic Language Ads (DLA)
Instagram posts using Segment Asset Customization (SAC)
#4 - Do you have auto-hiding settings on?
Are auto-hiding settings enabled on the native platform?
For example, on platforms like Instagram, comments that are automatically hidden through your settings (see image) won't be sent through the API, resulting in us not receiving them.
Similarly, on TikTok, these auto-hiding settings place the comments in a review state, preventing us from receiving them as the comments were never published.
#5 - Check historical crawling possibilities
Have you confirmed we can crawl these types of messages historically?
If you're searching for comments, mentions, or DMs posted before granting us access and can't locate them, it's possible we couldn't crawl them in the past. We can only retrieve certain types of messages after access is granted.
What we can crawl historically:
Comments on organic posts on Facebook, Instagram, and TikTok
Comments on ad posts (not using dynamic ads) on Facebook and Instagram.
What we can only crawl in real-time (new conversations will only be crawled from the moment you grant us access):
Twitter conversations (including replies, quotes, and mentions).
Comments on Facebook Dynamic Ads.
Private messages on Facebook and Instagram.
Instagram Story Replies and Story Mentions.
Facebook and Instagram Mentions
Comments on LinkedIn
#5 - Verify the status of the connection
Is the connection still active?
If you recently changed your password on platforms like Facebook, TikTok, or others used to grant access to BrandBastion, the connection might be inactive.
Refer to the guide below to verify if any connections were revoked.
#6 - Contact support
Our team would love to help you get this sorted out.
Tell us a little more about your issue, and we'll be in touch shortly!