If you received a message from Whatagraph asking you to verify connection to a data source, chances are that your access token has stopped working. Do not worry – this happens occasionally and can be easily fixed. 

The source error originates from Facebook's side and, unfortunately, we cannot control when Facebook decides to withdraw the access. However, we are able to identify that the data is not coming through and invite you to take action. 

One of the reasons why Facebook access token can stop working is when one of the accounts associated with Facebook Business Manager had its password changed.

Here is a detailed guide on how to re-verify your Facebook source:

Step 1. Make sure you are logged in on Facebook in the same browser with the same email address that appears next to the error.

Step 2. Go to the Account Access page in your Whatagraph home screen. Click on Verify account access next to the source with the error.

If this doesn't solve the problem, proceed with steps three and four.

Step 3. Go to https://www.facebook.com/settings?tab=business_tools. Click on the Whatagraph integration, make sure access to all pages is enabled and click Save. 

Refresh Whatagraph and try clicking the Verify account access button again. 

Step 4. If the problem persists, visit https://www.facebook.com/settings?tab=business_tools once more and revoke the access token. This will disconnect your Facebook source altogether and you'll have to add it as new.

Go back to Whatagraph home screen and click on Add source. Select the Facebook Page integration (this will take you to the verification screen) and follow the instructions on the screen.

If you still haven't been unable to re-verify the source, please get in touch with our customer support and let us know where you got stuck.

Recommendations for source issue prevention:

There is a known usability issue on Facebook's side regarding new source selection.

When trying to give access to a new Facebook account, the first window that pops up might lead you into thinking that you have to untick all the old pages and only leave the NEW pages selected. However, when connecting your Facebook account to Whatagraph, make sure you have ALL the relevant pages selected every time to make sure access is not lost.

The instructional video bellow will guide you through the process in greater detail.

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