On your Facebook Page card in Zymbler, the badge says Receiving leads or Not receiving leads. Start there. Instagram lead ads work the same way. When the ad uses your Facebook Page as its identity, its leads belong to that Page, so Zymbler receives them through the Page you connected.
If the badge says Not receiving leads
Find the notice on the card:
“Meta isn't sharing this Page's leads with Zymbler”
The card shows Meta's reason, and Meta's suggested fix when it gives one. The usual cause is Leads access in Meta's Business settings. Someone with full control of the business has to allow it:
- Open your business settings in Meta, find Integrations, then Leads access. Choose the Page and assign Zymbler as your CRM (Meta's word for the app that receives leads). Meta's menu names vary, so look for “Leads access”.
- Once a business chooses which apps can get its leads there, only those apps receive them. Make sure Zymbler is one of them. Meta also has a restore default access option, which lets every app receive the Page's leads again. It gives access back to the Page's admins and removes custom CRM permissions.
The person who connected Facebook to Zymbler also needs to be able to advertise on the Page. If you don't have full control of the business, ask someone who does.
“This Page stopped sending leads to Zymbler”
Zymbler lost its connection to the Page. The card shows the reason when it has one. Click Reconnect Facebook on the card and sign in again.
Check the Facebook settings of the person who connected
If leads stop and Reconnect Facebook doesn't seem to be the whole story, look at two settings on the Facebook account of the person who connected the Page:
- Zymbler was removed under Business integrations. Meta says a removed integration can no longer manage the Pages and ads that person connected. Use Reconnect Facebook on the Page card.
- “Apps, websites and games” was turned off. Meta says turning it off removes the apps connected to that account and ends logging in to apps with Facebook. Turn it back on in their Facebook settings (under Apps and websites), then use Reconnect Facebook.
The Page card may then say the Page stopped sending leads, or that Zymbler couldn't check it for new leads. Meta's menu names vary, so look for the closest match.
If the badge says Receiving leads, but a lead is missing
- Wait a few minutes. Meta can be slow to pass on a lead.
- Zymbler checks every hour. If Meta never tells Zymbler about a lead, then for Pages you connected with the Connect Facebook button, Zymbler checks the Page every hour and picks it up. If the checks fail for more than a day, the card says Zymbler couldn't check this Page for new leads since a date, and that it tries again every hour.
- Leads from before you connected. When you connect a Page, Zymbler imports leads from the last 90 days. They are saved as contacts and counted as imported (Imported N leads from the last 90 days). They are not messaged and not emailed.
- The lead is saved but not messaged. That's not the same as missing. Zymbler always saves the contact. Open the lead's note, which starts with Not messaged. The reason is one of these:
- it came in before Facebook was connected
- Zymbler couldn't read the form from Facebook
- the form has no WhatsApp consent box
- the lead didn't tick the consent box
- there is no phone number
- the lead is more than a day old
- Zymbler couldn't schedule the message
Test it with Meta's tool
Meta has a Lead Ads Testing Tool.
- Open developers.facebook.com/tools/lead-ads-testing.
- Pick your Page and form, then click Create Lead. Meta says you need the Advertiser role or above on the Page.
- Watch Track Status. It shows pending, then success or failed. A failed lead comes with an error code that explains why.
Meta allows one test lead per form at a time. Delete it before making another. If the list shows app IDs, Zymbler's is 994810056296027.
Test leads use dummy data, so one may show up in Zymbler with a Not messaged note (for example, no phone number or consent box ticked). That's expected. What matters is that it arrives.