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  Article updated: September 13, 2021

Facebook Page re-authentication in Sparkcentral

If the authentication for a Facebook Page is broken, suspended, or rescinded, incoming content to Sparkcentral will fail, and errors will occur when attempting to send outbound messages via Sparkcentral.

Potential reasons for a page authentication breaking or falling are:

  • The person who authenticated the Facebook page to Sparkcentral changed their Facebook password.
  • The person who authenticated the Facebook page no longer has admin access or access at all.
  • The person who authenticated the Facebook page manually removed or deleted the authorization in Facebook.
  • Facebook expired the connection (this is the least common reason).

If your account experiences a failure of all incoming content and there is no acknowledged system-wide incident, it is best to double check the Page-level access of the administrator who connected the page or attempt to have a Page admin re-add the account in Sparkcentral.

You may see a message like the following when responding to messages:

Facebook is reporting an error authenticating this user for this page. Please ask an administrator to re-authenticate this page.

Steps to re-authenticate:

  1. Make sure that you are an administrator of the account and that you are logged in to the correct Facebook account in a separate browser window.
  2. In Sparkcentral, on the Settings tab, expand Channels & Business Hours, and then select Channels.
  3. Select Add Channel, and then select Facebook.
  4. In the dialog box that appears, select Continue.

It could take up to 30 minutes before everything works normally again.