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Andrew_Chan
Andrew_Chan
Level 2
December 18, 2017
Question

Facebook Lead Ads not capturing leads

  • December 18, 2017
  • 6 replies
  • 8128 views

Hi all,

For some reason, my the launchpoint service is not capturing some leads from Facebook. This only started about 2 days ago or so. Does anyone have the same problem?

Thanks in advance

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    6 replies

    Josh_Hill13
    Josh_Hill13
    Level 10
    December 18, 2017

    Are there any error messages on either end?

    Any commonalities between the failed leads?

    Did you create a support ticket?

    Andrew_Chan
    Andrew_ChanAuthor
    Level 2
    December 18, 2017

    Nope nothing at all.

    Oh yes, I'll create a ticket

    Trevor_Parsell
    Trevor_Parsell
    Level 5
    December 18, 2017

    Hey Andrew,

    I am experiencing the same issue. The vast majority of leads submitted on December 17th did not get created in Marketo. Many of the leads that were submitted on December 16th did not get created until the 17th. This is a big issue for us. I will submit a ticket and see what they say.

    Thanks,

    Trevor

    Dan_Askin
    Dan_Askin
    Level 4
    December 18, 2017

    Same issue here. Have submitted a ticket. Our reps aim to reach out within an hour of getting a new lead alert, so not ideal having to download the updated CSVs all day. Fortunately, our campaign is day-parted (9-5 M-F), so we didn't miss out on anything from this weekend.

    Dan_Askin
    Dan_Askin
    Level 4
    December 19, 2017

    Anyone make any progress? I'm still awaiting a response, but I just pinged support again since I'm manually grabbing leads from FB, sorting and distributing a few times a day.

    Andrew_Chan
    Andrew_ChanAuthor
    Level 2
    December 19, 2017

    Nope nothing so far

    Dan_Askin
    Dan_Askin
    Level 4
    December 29, 2017

    Anyone get resolution here? I've pushed this to a P1 since we have a huge campaign running and the manual effort involved takes half my time.

    Hazel_Pinheiro
    Hazel_Pinheiro
    Level 2
    February 7, 2018

    Hi Andrew

    I've noticed that some of the leads from our facebook lead ad forms have not come through to Marketo since about the same date - late Dec 2017.

    For us it seems to be a sporadic issue.

    Today I'm also getting issues setting up new facebook lead ads - the form names do not appear in Marketo despite running several test leads through using the same process which has worked well for us in the past.

    Have you had any resolution from Marketo support yet?

    Thanks,

    Hazel

    J
    Jamie_Hunter
    Level 2
    February 8, 2018

    Hi Hazel,
    We have an open ticket with support and just escalated this. I recommend you do the same! We had the same issue come about around end of December as well. Then we were able to re-authorize the integration from the Launchpoint section and got it working again. Then,Just a few days ago, the integration failed us again so we've escalated the ticket. There seems to be an ongoing issue. Will update when I have more answers.

    Good luck!

    Emilia_Chioncel
    Emilia_Chioncel
    Level 2
    February 16, 2018

    Hi Andrew,

    Is your integration still working?

    We have an open ticket with the support team and they wrote us yesterday that their engineers "are still working daily on this issue. This issue is affecting multiple customers, so it's definitely a priority for us. I hope to reach out again with an update when there's some concrete good news."

    Thanks,

    Emilia

    Andrew_Chan
    Andrew_ChanAuthor
    Level 2
    February 18, 2018

    Hi Emilia,

    Unfortunately ours is broken again, just escalated the matter.

    Thanks

    Emilia_Chioncel
    Emilia_Chioncel
    Level 2
    February 27, 2018

    Hi Andrew,

    Wonder if your integration is working now.

    Marketo Support team informed us last week about a patch they were working on, but in the end it seemed that only some instances were touched by it. So no fix for us, yet.

    Thanks,
    Emilia

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