[Monitoring] Users receiving "Your Facebook Pages could not be retrieved" error when adding Facebook Pages - 19 October 2022 @ 16:00 GMT

We’ve seen an increase in users reporting that they’re unable to add or reconnect their Facebook Pages. This will normally be indicated by the following error being displayed when you look to add or reconnect Facebook Pages:

"Your Facebook Pages could not be retrieved. This is most likely due to anti-virus software blocking our requests. Please disable your anti-virus and then try again. If the issue persists, please get in touch."

Although this message can be displayed due to an antivirus blocking our system from retrieving Facebook Pages to display in the drop-down to select, we have confirmed that the increase of users reporting being affected by this is due to a bug on Facebook’s end that a large number of other third parties like Sendible have reported. We have found through further investigation with some customers that this error seems to affect some Facebook Profiles with access to Facebook Pages more consistently than others. This means that even though one user may be unable to (re)connect a Facebook Page, this does not mean that someone else who is also an Admin on the same Pages and belongs to the same business will also encounter this error.

The bug appears to have started to affect more Facebook Profiles as Facebook rolled out the New Page Experience to more pages. We are continuing to monitor for updates as Facebook looks to address this bug and would stress again that we have seen that this issue can be intermittent. So in the meantime, if you do encounter this issue while (re)connecting a Facebook Page to your dashboard, we would recommend you try the following troubleshooting steps:

When adding a Facebook Page

• When you encounter this error, scroll down and click the “Reconnect” button at the bottom of the page.
• This will redirect you to Facebook, where you can see the Sendible integration.
• Click on Edit Settings
• In the next slide, click the “All” option at the top of your list of Pages until they are all un-ticked, and then click it again so that they’re all ticked.
• Select Next, and make sure all permissions are granted
• Click Done, and Ok.

When Reconnecting a Facebook Page

• When you click on the Page you wish to reconnect and are redirected to Facebook, click on the Edit Settings button
• In the next slide, click the “All” option at the top of your list of Pages until they are all un-ticked, and then click it again so that they’re all ticked.
• Select Next, and make sure all permissions are granted
• Click Done, and Ok.
  

You can find more information on the above process here: Reconnect a Facebook Page Profile

If the list of pages continues to not load, try 2-3 more times to (re)connect the Facebook Page. If you have trouble each time, wait a few hours and try again. If this issue still persists, you could also try adding someone else (a different Facebook Profile) as an Admin to this Page and attempt to add this Page to your dashboard via that Facebook Profile instead.

If you have any questions with regard to this issue or concerns, please feel free to submit a ticket, and we will get back to you as soon as possible.