Monitoring Meta

Simon has provisioned a new authentication app and set it to live, but we are blocked awaiting approvals. Our attempts to escalate this have been unsuccessful. We have also exhausted several other workarounds to try to put the previous app back into good standing. We will continue to closely monitor this and attempt to expedite, but we cannot guarantee any remediation timeline.

We advise you to continue to utilize manual segment exports used until resolved.

Simon has lost access to the Facebook Marketing API, despite escalation from Simon leadership. The impact is that flows/journeys with Facebook actions are in an error state and cannot proceed until the connection has been restored. See the previous message for the workaround for time sensitive custom audiences.

Otherwise, Simon will continue to push to restore access to the marketing API and resume normal syncing operations.

Simon submitted Facebook (Meta) required integration updates weeks ago and is continuing to wait for confirmation that our app is completely updated. Due to this pending confirmation, Simon is at risk of losing and/or having downgraded performance with Facebook. Facebook has not given a specific date on when this would happen. While we continue to escalate this with Facebook, it is important to prepare should there be connection issues this week or through the weekend.

To prepare for this impact, Simon is suggesting the following:

1. Create a segment export in Simon, adding the correct custom context fields needed (example: fn, ln, etc.)
2. Upload the list manually to Facebook -

https://www.facebook.com/business/help/170456843145568?id=2469097953376494
https://www.facebook.com/business/help/2082575038703844?id=2469097953376494

3. For existing peak campaigns that include branches and/or variants to Facebook, we ask that you isolate all Facebook-related campaigns to their own individual flow/journey. This will help ensure Facebook integration issues do not impact any Email, SMS, Push, or other paid media syncs.

To help you monitor our Facebook connection, we'll be providing updates through our status page to effectively communicate if and when Facebook shuts off our integration, at the moment it will show Facebook as operational. Simon leadership will continue to keep our team updated and will continue to escalate with Meta until this is resolved.