This article provides simple troubleshooting steps for Facebook and Instagram messaging or integration issues to help you quickly resolve any problems.

# Failed to Integrate or Re-authorize Facebook Page

To successfully integrate and re-authorize a Facebook Page, the following conditions must be met:

1. Your personal FB account must have full control over the Business Asset Group

2. Your personal FB account must have full control over the Facebook Page

3. Both your personal FB account and the Business Asset Group must have two-factor authentication enabled

Please choose the troubleshooting steps below according to the error scenario you encountered during the integration process.

- Cannot find the Business Asset Group I want to connect to

If you cannot find the desired Business Asset Group in the screen below, please check the following:

Step 1: Please confirm that your personal FB account has full control over the "Business Asset Group."

- Cannot find the Facebook Page I want to connect to

If you cannot find the desired Facebook Page in the screen below, please check the following:

Step 1: Confirm if the FB Page belongs to the correct "Business Asset Group (Meta Business Suite)"

Please confirm which Business Asset Group the Facebook Page is linked to

Please confirm if you selected the same Business Asset Group in the previous integration step

Step 2: Please confirm your personal FB account has full control over the "Facebook Page you want to connect"

Step 3: Please confirm that the owner of the Facebook Page belongs to the Business Asset Group you have access to

If the "owner" is another Business Asset Group (as shown below), you will not be able to complete the integration.

- "Cannot connect to Facebook" error message is displayed

If you cannot find the desired Facebook Page in the screen below, please check the following:

Step 1: Enable 2FA (Two-Factor Authentication)

Please go to your personal Facebook page, then go to "Settings & Privacy" → click "Privacy Center"

Search for and click "Two-Factor Authentication"

Enable two-factor authentication. Please at least enable two-factor authentication for your Facebook account

After finishing your personal account settings, go to Meta Business Asset Group , enter Settings Security Center, and enable two-factor authentication for everyone

Step 2: Remove integration record from your personal FB account. If you find that you are unable to perform this step, skip it and proceed to the next step.

Please go to your personal Facebook page, then go to "Settings & Privacy" → click "Settings"

Select "Business Integrations"

Remove "CAAC"

Step 3: Go to Meta Business Asset Group, enter Settings, select "Linked Apps", and remove "CAAC"

Step 4: Go to Admin Center to re-integrate or re-authorize

⚠️ When re-authorizing, please select all Facebook Pages you want to connect to MAAC/CAAC (as shown below). If Facebook Pages within the same Business Asset Group need to be connected to different MAAC/CAAC organizations, please select them together.

Step 5: If your organization has already connected Instagram accounts, please also re-integrate or re-authorize them

⚠️ When re-authorizing, please select all Instagram accounts you want to connect to MAAC/CAAC. If Instagram accounts within the same Business Asset Group are to be connected to different MAAC/CAAC organizations, please select them together.

If you still cannot integrate successfully after following the steps above, it is recommended to repeat steps 3 to 5 multiple times. These steps help force Meta to resync authorization information. If the issue persists, please contact the Crescendo Customer Support Team and provide the following information to speed up assistance: a screen recording of your integration operation and screenshots of your Business Asset Group settings.

# Failed to Integrate or Re-authorize Instagram

To successfully integrate and re-authorize your Instagram account, the following conditions must be met:

1. Your personal FB account must have full control over the Business Asset Group

2. Your personal FB account must have full control over the Instagram account

3. Both your personal FB account and the Business Asset Group must have two-factor authentication enabled

4. The Instagram account must be linked to a Facebook Page within the same Business Asset Group

5. The Instagram account must be a business account

Please choose the troubleshooting steps below according to the error scenario you encountered during the integration process.

- Cannot find the Business Asset Group I want to connect

If you cannot find the desired Business Asset Group in the screen below, please check the following:

Step 1: Please confirm that your personal FB account has full control over the "Business Asset Group."

- Cannot find the Instagram account I want to connect to

If you cannot find the desired Instagram account in the screen below, please check the following:

Step 1: Confirm if the Instagram account belongs to the correct "Business Asset Group (Meta Business Suite)"

Please confirm which Business Asset Group the Facebook Page is linked to

Please confirm if you selected the same Business Asset Group in the previous integration step

Step 2: Please confirm your personal FB account has full control over the "Instagram account you want to connect"