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Before debugging, confirm that your Facebook Lead Ads integration is connected in Settings > Integrations > Facebook. If the integration is not connected at all, see Troubleshooting Facebook Lead Ads integration.
Leads not coming in
If new form submissions on Facebook are not creating contacts or triggering workflows in Hoop, follow these steps:Check the integration status
Go to Settings > Integrations > Facebook and verify the connection shows as active. A red or warning status indicates the integration needs to be re-authenticated.
Verify the correct Facebook page is selected
Ensure the Facebook page associated with your lead ad is selected in the integration settings. If you manage multiple pages, leads will only sync from pages that are explicitly connected.
Confirm form selection
In the integration settings, verify that the specific lead form is mapped. Hoop does not automatically import leads from all forms — each form must be individually selected.
Webhook failures
Hoop receives leads from Facebook via webhooks. If webhooks are failing:| Symptom | Likely cause | Resolution |
|---|---|---|
| Leads appear in Facebook but not in Hoop | Webhook endpoint unreachable | Re-authenticate the integration to refresh the webhook subscription |
| Intermittent lead delivery | Rate limiting or transient errors | Check Settings > Integrations > Facebook > Logs for error codes |
| Duplicate leads appearing | Webhook retries after timeout | Enable duplicate detection in your workflow or contact Hoop support |
Field mapping problems
If leads are arriving but with missing or incorrect data:Custom fields not mapping
Custom fields not mapping
Facebook custom questions require manual field mapping in Hoop. Go to Settings > Integrations > Facebook, select the form, and map each custom question to the corresponding Hoop contact field.
Phone number or email missing
Phone number or email missing
Facebook pre-fills these fields from the user’s profile, but users can clear them before submitting. Check the raw lead data in Facebook Ads Manager to confirm whether the field was submitted.
Data appearing in the wrong field
Data appearing in the wrong field
Review the field mapping order. If Facebook form fields were reordered after the initial mapping, the field assignments in Hoop may no longer match. Re-map the fields to correct this.
Testing with the Facebook Lead Ads Testing Tool
Facebook provides a built-in testing tool that sends a test lead to your webhook without requiring a live ad.Open the testing tool
Go to Facebook Lead Ads Testing Tool and sign in with the Facebook account that owns the page.
Select your page and form
Choose the Facebook page and the lead form you want to test from the dropdown menus.
Create a test lead
Click Create Lead. Facebook sends a test submission through the same webhook that handles real leads.
Permission requirements
Facebook lead ad integrations require specific permissions to function:- pages_manage_ads — allows Hoop to read lead form configurations
- leads_retrieval — allows Hoop to receive and download lead data
- pages_show_list — allows Hoop to list your connected pages
If you are a page admin but not the business account owner, you may need the business account owner to approve the integration permissions in Facebook Business Settings.