# Common Issues ## Connection issues
Can't connect to my Facebook page even though I'm the owner If you're the page owner but still can't connect, try these steps: 1. **Reconnect your Facebook account** — Go to [Coupler.io connections](https://app.coupler.io/app/connections), remove the Facebook connection, and sign in again. 2. **Check business integrations** — Visit [Facebook Business Settings](https://www.facebook.com/settings/?tab=business_tools) and confirm Coupler.io is listed. Remove and re-authorize it if needed. 3. **Verify admin role** — Go to your page settings and confirm your account has admin access (not just editor or analyst). 4. **Try in a different browser** — Sometimes browser cache issues prevent OAuth from completing; try signing in with a fresh browser session. If the issue persists after these steps, contact support with your page URL.
Error: "(#100) Object does not exist, cannot be loaded due to missing permission" This error means the page couldn't be found or your account doesn't have permission to access it. **Solutions:** * Confirm the page is still active and hasn't been deleted or merged * Verify you have admin or analyst access to the page (check page roles) * Reconnect your Facebook account using the steps above * If you're accessing a business page you were added to recently, wait 24 hours for permissions to fully propagate If you're trying to pull data from a public page you don't own or manage, this isn't supported — you can only access pages where you have an admin or analyst role.
Facebook Insights connector won't connect but Facebook Ads works This can happen if the two sources use different permissions. **Try this:** 1. Remove Coupler.io from your Facebook Business Integrations (settings → business tools) 2. Reconnect your Facebook account from scratch in Coupler.io 3. Grant all requested permissions during the authorization flow If Facebook Ads works but Page Insights doesn't, it may be due to API changes. Try creating a new data flow and re-selecting your report type and metrics.
## Missing data
Data flow runs but returns no data (empty result) This usually happens when the date range or filters don't match your actual data. **Check these:** * **Date range** — Verify the start and end dates cover the period when you actually had posts or followers; an old date range may return nothing * **Page selection** — Confirm you selected the correct page (not an Instagram profile or archived page) * **Metrics availability** — Some metrics like reels engagement or organic reach may not have data if you didn't publish reels or the metric isn't tracked for your region * **Historical data limits** — Facebook limits how far back you can pull certain metrics (typically 2 years for lifetime post metrics); very old date ranges may be empty Run a manual test in the Facebook Insights web UI for the same date range to confirm data exists before troubleshooting further.
Post or video data is missing for a specific date range If you're pulling post lifetime or video daily performance and some data is missing: * **Large post volumes** — If your page has hundreds of posts, the query may time out. Use "Created after/before" filters to split the date range into smaller chunks (e.g., monthly instead of yearly) * **Unpublished or deleted posts** — Posts that were later unpublished or deleted may not appear in metrics * **Business page changes** — If the page was recently converted to a business account or had a major restructure, older metrics may not be available Try running separate data flows for different date ranges and use Append to combine the results.
Specific metrics are blank or showing zeros Some metrics may have missing data due to API limitations or inactivity: * **Reels metrics** — Reel-specific metrics (detailed reaction breakdowns, comment counts) are limited by Facebook's API; some data may be unavailable * **Organic reach/impressions** — Only available for pages with recent post activity; inactive pages may show zeros * **Audience demographics** — If few followers fall within certain age ranges or countries, those rows may be empty * **Video watch time** — Only available for videos published after a certain date; very old videos may not have this metric This is expected behavior and not a bug. Check the Facebook Insights web UI for the same metric to confirm.
## Permission errors
Error: "User does not have sufficient permissions for this action on this page" This means your account doesn't have the required role on the page. **To fix:** 1. Ask a page admin to visit **Page Settings → Roles and Permissions** and assign you an **Admin** or **Analyst** role (not just Editor) 2. Reconnect your Facebook account in Coupler.io after the role is updated 3. If you are the page owner, try removing Coupler.io from your [Facebook Business Integrations](https://www.facebook.com/settings/?tab=business_tools) and re-authorizing from scratch Editor and Moderator roles don't have permission to access Page Insights API data.
Business integration shows as removed or unauthorized If Coupler.io disappears from your authorized integrations: 1. Go to [Facebook Business Settings](https://www.facebook.com/settings/?tab=business_tools) 2. Look for "Coupler" or "Coupler.io" under authorized apps 3. If it's not there, remove your Facebook connection in Coupler.io and reconnect from scratch 4. When you reconnect, make sure you grant all requested permissions Facebook occasionally resets business integrations for security reasons; reconnecting usually fixes this.
## Data discrepancies
Numbers in Coupler don't match Facebook Insights web UI Small discrepancies (1-5%) are normal due to: * **Reporting delays** — Facebook updates metrics with a slight delay; pulling data at different times may show slightly different numbers * **Time zone differences** — Ensure your Coupler.io data flow and Facebook Insights UI are using the same time zone * **Metric definitions** — Some metrics in the API have slightly different definitions than the web UI (e.g., "reach" vs. "unique reach") Larger discrepancies (>10%) may indicate a filtering or grouping issue. Check that your date range, page selection, and dimensions (if any) match between the two sources.
Post metrics don't match when pulled at different times Post lifetime metrics can fluctuate slightly as Facebook updates engagement data retroactively. * **Recent posts** — Metrics for posts less than 24 hours old may change as engagement continues * **Delayed updates** — Facebook can take up to 48 hours to fully process and finalize metrics * **Re-shared posts** — Metrics may update if a post is re-shared or boosted with ads For reporting, pull post data 24-48 hours after publishing to get more stable numbers.
## Rate limits
Data flow times out or fails with high post volume Large queries can hit timeout limits when pulling data from pages with thousands of posts. **Solutions:** 1. **Use date range filters** — Instead of pulling all-time data, set a specific start/end date (e.g., last 90 days) 2. **Split by period** — Use the "Split data by period" option (Daily or Monthly) to break the query into smaller chunks 3. **Use creation date filters** — For post reports, set "Created after" and "Created before" to narrow the dataset 4. **Run multiple data flows** — Create separate data flows for different date ranges and append the results Example: Instead of one data flow for 2 years of data, create 4 data flows covering Jan-Mar, Apr-Jun, Jul-Sep, Oct-Dec, then Append them together.
"Service temporarily unavailable" error This error means Facebook's API is temporarily down or rate-limited. **What to do:** 1. Wait 5-10 minutes and try running the data flow again 2. If it persists, check [Facebook's API status page](https://developers.facebook.com/status) for any ongoing incidents 3. If your account is hitting rate limits, reduce the date range or frequency of data flow runs 4. Contact support if the error continues for more than an hour This is usually temporary and resolves on its own.