Troubleshooting Facebook connection

If you encounter any problems while adding a Facebook Page or Group account, check the following solutions to resolve them.

You are directed to your Facebook Page after entering your Facebook credentials

If you are directed to your Facebook Page after signing in to Facebook, you are likely using a "gray" account. Facebook gray accounts are old account types that have been canceled by Facebook. They were used to manage a Facebook Page without a personal Facebook account, and they have their own login credentials.

To fix the issue, you need to first ensure that you have an Administrator role for the Facebook Page in the Page’s settings. Then retry adding the Page to Creasquare using the previous instructions. However, this time, sign in to Facebook with the credentials for your account instead. See more in the Facebook help center: How do I manage roles for my Facebook Page?.

Your Facebook Page is grayed out and you cannot select it

If your Page is grayed out, you don’t have the required Admin or Editor Page permissions to add it to Creasquare. Ensure that you have adequate permissions to administer the Facebook page.

Your Facebook Page is not appearing when you are trying to select it

If the Facebook Page you want to add is not appearing in Creasquare, try the following:

• Open a separate browser window and log out of Facebook, then restart the process. Grant Creasquare full permissions to access your account when prompted.

• Determine whether your Page is a location Page, and whether you have adequate permissions on the Page itself to add it to Creasquare. See Before you begin.

• Verify in your Facebook account's Business Integrations that Creasquare has access to manage all of your Pages:

  • Use this direct link to go to your account’s business integrations: https://www.facebook.com/settings?tab=business_tools

  • If you see any lists of Facebook Pages that you own in the Creasquare integration settings, make sure they are all selected, and then select Save.

Your Facebook group is grayed out and you cannot select it

If your group is grayed out, either the Creasquare app has not been added to the group in Facebook or you aren’t a group admin. See Before you begin.

Your Facebook group is not appearing when you are trying to select it

If the Facebook group you want to add is not appearing in Creasquare, try the following:

• Go to https://app.creasquare.io/connections

• Delete all the connections from the Facebook user you are having issues with

• Go to https://www.facebook.com/settings?tab=business_tools with the same Facebook user

• Look for the Creasquare.io app and select "Revoke Access"

  

• Open a separate incognito browser window and log out of Facebook, then restart the connection process on Creasquare.

• Grant Creasquare full permissions to access your account when prompted.

On smartphone, you are unable to sign in to a different Facebook account

When you add a social account, Creasquare connects automatically to any social networks you’ve previously signed in to. To add a Facebook account that is associated with another Facebook profile, you will want to connect to the other Facebook profile. For this, you need to clear your cookies (the site data) for Facebook that is stored in the Chrome app in your device settings.

1. Open your device settings.

2. Select Apps or Apps and notifications.

3. Select the Chrome app.

4. Select Storage or Storage and cache.

5. Select Manage storage or Clear storage.

6. Select Manage under Site storage. The list of sites opens for which data is stored in Chrome.

7. Select m.facebook.com or facebook.com

8. Select the trash can icon under Usage, and then select Clear to confirm.

9. Return to the Creasquare app and add your Facebook account. You will be able to sign in to Facebook with a different set of credentials.

For Agencies that manage multiple profiles

Facebook requires all agencies that are managing multiple Instagram Business Profiles on behalf of their clients to have the Agency Level Setup. This is needed to ensure smooth connections and publishing via third-party platforms like Creasquare.

Double-check if the permissions are set correctly. To do so:

1. Go to Business Manager settings

2. Accounts > Pages

3. Select Facebook Page you're looking to add to Creasquare

4. Click on the '>' next to your name to extend the view and check if you have Admin access.

If the setup is correct it should look something like this:

If you have Admin permissions under the Facebook Business Manager, please Remove or Revoke Access from Creasquare on Facebook so that permissions can be re-administered.

If your Agency permissions look slightly different, for example, Admin, custom, please get in touch with your client and ensure that they give you all permissions.

See more in the Meta (Facebook / instagram) help center: Add People to Assets in Your Business Manager