Incident in Pixlee
4 months ago

Facebook and Instagram Collection Issue

Resolved Minor
API calls to Facebook and Instagram have been malfunctioning since approximately 5AM EST on February 18th. Our team investigated and identified that our API access has been limited by Facebook due to business verification updates. Unfortunately, Facebook did not notify us in advance about any required changes. We’ve already updated our verification, and are awaiting Facebook to process it. In the meantime, Facebook and Instagram collections are halted, and Instagram Business Accounts will be not be visible in social settings. Once Facebook has updated its verification records, all permissions for collection and other functionality will be restored. We’re working with our Facebook contacts to ensure that this happens as quickly as possible. Thank you for your patience, and we’re sorry for the trouble.
Components affected
Pixlee Dashboard
Updates ( sorted recent to last )
MONITORING at 03/03/2022 10:14AM

Our Facebook verification has been restored. We’re working to restore Facebook and Instagram functionality, and verify stability of our systems.

MONITORING at 03/02/2022 03:00PM

Our original contacts are still awaiting inquiry RE: the business verification results. We've simultaneously added further contacts who are aiding us in investigating the issue. Moreover, we've begun to receive confirmation that other brands and organizations have encountered the same verification issues with their own Facebook applications, which strengthens our suspicion that this is a logistical Meta issue. We'll check back in with further results as we receive them.

MONITORING at 03/01/2022 01:56PM

We have submitted a host of new verification details to the Facebook team and are awaiting confirmation.

MONITORING at 03/01/2022 11:09AM

We're continuing conversations with our Facebook partners to navigate the business verification details.

MONITORING at 02/28/2022 06:26AM

As of this morning, from our latest communication with the business verification team. we are in process of submitting additional documents for the verification protocol.

MONITORING at 02/25/2022 12:10PM

We are now engaged in active communication with the business verification team. We're working through some interface and logistics challenges to ensure that the right information is returned to the FB BV team.

MONITORING at 02/25/2022 06:50AM

We are continuing to awaiting for Facebook verification. We have made contact with further Facebook contacts who are aiding us in expediting the process.

MONITORING at 02/24/2022 02:54PM

We are still awaiting Facebook completion of Business Verification at this time.

MONITORING at 02/24/2022 07:47AM

We are still awaiting completion of re-verification by Facebook.

MONITORING at 02/22/2022 02:15PM

We are in contact with our Facebook representatives who are helping the verification process along. Thank you for your continued patience.

MONITORING at 02/21/2022 04:33PM

Thank you everyone for your patience. As it's been a long weekend, Facebook offices have taken a bit longer with the verification efforts. According to Facebook, it can take a few business days to get to. We have full confidence that this will be resolved expediently, and again, we'll update as soon as we have new information.

MONITORING at 02/18/2022 02:31PM

We are still awaiting the Facebook team's verification review. We will inform everyone ASAP when review is completed and functionality is restored.

IDENTIFIED at 02/18/2022 07:52AM

API calls to Facebook and Instagram have been malfunctioning since approximately 5AM EST on February 18th. Our team investigated and identified that our API access has been limited by Facebook due to business verification updates. Unfortunately, Facebook did not notify us in advance about any required changes. We’ve already updated our verification, and are awaiting Facebook to process it. In the meantime, Facebook and Instagram collections are halted, and Instagram Business Accounts will be not be visible in social settings. Once Facebook has updated its verification records, all permissions for collection and other functionality will be restored. We’re working with our Facebook contacts to ensure that this happens as quickly as possible. Thank you for your patience, and we’re sorry for the trouble.

Official incident page

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