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Troubleshooting Facebook ad comment management
Troubleshooting Facebook ad comment management

Checks to make if you are having trouble locating your Facebook or Instagram ad comments.

Updated over 5 months ago

Agorapulse allows you to manage and respond to comments on your Facebook ads.

You can try this feature with our Free trial - it's limited to the latest 2500 active ads, synchronized every 2 hours. Depending on your plan, you'll be able to include more active ads.

You'll need to install your ad account to collect ad comments in your Inbox. To learn how to connect your ad account, check out this article.

To learn more about how we sync ads comments check out this article.

Why are my dark posts not synchronized?

In case you don't see comments on your dark (unpublished) posts synced in your Inbox, it could be for one of the following reasons:

  1. You did not set up your ad account, yet. Here is what you need to do.
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  2. You have chosen the wrong ad account - sometimes, users use multiple ad accounts, so please double-check that you've selected the right ad account under which you run ads for that particular Facebook page.
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  3. There are no active ads - even if you select the correct ad account, there might be no active ads. We indicate this in ad account settings, please check if there is at least one active ad.
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  4. You have just set up your ad account recently - if you have just set up your account a few moments ago, don't worry, it takes an hour or two until we're able to sync all the necessary stuff and display comments on your dark posts. We recommend waiting 2 hours and then checking again.
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  5. You need to refresh the ad token in Ads monitoring settings
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If you've already run through the steps above and still need help, please, reach out to our Support team. We'll be more than happy to help!

Managing ad comments on dark posts

If you run a significant number of ads, Agorapulse offers the most efficient way to manage comments you receive.
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Agorapulse will synchronize (and allow you to delete, hide or respond to) all your comments on regular page posts AND newsfeed ads posts.

Every 1 or 4 hours (depending on your plan), we query the Ads API to see what are the currently active (or "live") ads. Once we get those ad creatives that are "live", we'll check which ones are unpublished posts and have a post ID attached to them, with that post ID, we'll sync the comments published on them.
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Once an Active ad has been synced, all comments made under it are synced through the Facebook Real Time Updates (RTU) system. We will sync comments only as long as the ad is active.
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Please note: once an ad is not longer active, the post is still available in Facebook for users to comment on. Comments left on an inactive ad post will not be synced in Agorapulse.

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