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Connecting Facebook Lead Ads to the HoopAI platform allows you to automatically sync leads from your Facebook forms into Hoop contacts and workflows. If the integration is not connecting or leads are not syncing, this guide helps you resolve the most common issues.
You need admin access to both the Facebook page running lead ads and the Hoop sub-account to set up and troubleshoot this integration.

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Authorization flow issues

If the integration fails during the initial connection:
1

Ensure pop-ups are enabled

The Facebook authorization flow opens in a pop-up window. If your browser blocks pop-ups, the authorization will fail silently. Allow pop-ups for your Hoop domain and try again.
2

Sign in to the correct Facebook account

The pop-up may default to a personal Facebook account that does not have admin access to the page. Sign out of Facebook first, then re-initiate the connection from Hoop and sign in with the correct account.
3

Grant all requested permissions

During authorization, Facebook displays a list of permissions. You must approve all of them. If you deselect any permission, the integration will not function correctly. Re-authorize and grant all permissions.
If you click Cancel during the Facebook authorization flow, the integration will remain in a disconnected state. You must start the connection process again from Settings > Integrations > Facebook in Hoop.

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Page permissions

The Facebook account used to authorize the integration must have the correct role on the page:
RoleCan connect lead ads?
Page AdminYes
Page EditorYes
Page ModeratorNo
Page AnalystNo
If you have the correct role but the page still does not appear in the integration setup, check Facebook Business Settings > Pages to confirm the page is assigned to the business account linked to your login.

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Form selection and configuration

After connecting the integration, you must select which lead forms to sync:
Hoop only displays forms that are published and associated with the selected page. If you recently created a form, it may take a few minutes to appear. Refresh the page and try again.
Verify the form is actively being used in a running ad campaign. Forms that exist but have no associated active ads will not generate leads. Also confirm the form is mapped in the Hoop integration settings.
Facebook allows forms with identical names. Use the form ID (displayed in parentheses in the dropdown) to identify the correct form. Cross-reference the ID in Facebook Ads Manager under Instant Forms.

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Lead sync delays

Under normal conditions, leads arrive in Hoop within 1-2 minutes of form submission. If you experience delays:
  1. Check the Facebook Platform Status page for any ongoing incidents affecting the Marketing API
  2. Review Settings > Integrations > Facebook > Logs in Hoop for queued or failed webhook deliveries
  3. If delays persist beyond 15 minutes, disconnect and reconnect the integration to reset the webhook subscription
During high-traffic ad campaigns, Facebook may batch webhook deliveries rather than sending them individually. This can add a delay of up to 5 minutes, which is normal behavior.

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Re-authentication after token expiry

Facebook access tokens used by the integration expire after approximately 60 days. When a token expires:
  • New leads will stop syncing to Hoop
  • The integration status in Settings > Integrations > Facebook changes to a warning or error state
  • Existing leads and contacts already in Hoop are not affected
1

Navigate to the integration settings

Go to Settings > Integrations > Facebook in Hoop.
2

Click reconnect

Click Reconnect or Re-authenticate. This opens the Facebook authorization pop-up.
3

Complete the authorization

Sign in to Facebook, grant all requested permissions, and complete the flow. The token is renewed and lead syncing resumes immediately.
Set a recurring calendar reminder for every 50 days to re-authenticate the integration proactively. This prevents gaps in lead delivery.

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Webhook configuration

If leads are still not arriving after verifying all of the above, the webhook subscription may be corrupted:
  1. Disconnect the Facebook integration entirely in Settings > Integrations > Facebook
  2. Wait 30 seconds, then reconnect using the authorization flow
  3. Re-select your page and forms
  4. Submit a test lead using the Facebook Lead Ads Testing Tool to confirm delivery
If the test lead arrives in Hoop, the webhook is functioning. If it does not, contact Hoop support with your Facebook page ID and form ID for further investigation.
Last modified on March 5, 2026