Error: Unauthorized message when trying to connect to Facebook Page

  • Resolved glenbelt

    (@glenbelt)


    4 years, 11 months ago

    Hi there,

    I’m having issues connecting the plugin to my Facebook page. It was working several months ago but now not at all. I’ve tried to de-active the plugin / re-activate but that doesn’t help.

    I get an “Error: Unauthorized” after selecting the Facebook page I want to connect to.

    Here are further details:
    1. 827956627281089 (https://www.facebook.com/pg/innavernikovlaw/)
    2. https://vmlawnyc.com/
    3. 4.3

    Thanks for any help

    The page I need help with: [log in to see the link]

Viewing 15 replies - 1 through 15 (of 17 total)
  • Plugin Support ingasupranovich

    (@ingasupranovich)

    Hi, @glenbelt
    I see that page token failed.
    1. Open please https://app.mobilemonkey.com/
    2. Go to Settings -> Maintenance-> hit Refresh Connection with Facebook
    After this try to connect the page again
    Let me know if that worked for you

    Thread Starter glenbelt

    (@glenbelt)

    Hi there,

    There is no Maintenance option from the Settings menu – any idea why that is?
    Here’s a link showing a screenshot:
    Image

    Thanks!

    • This reply was modified 4 years, 11 months ago by glenbelt.
    Plugin Support ingasupranovich

    (@ingasupranovich)

    Hi, @glenbelt
    This is because your role is Collaborator.
    Page Owner and Admin can do that if you can ask Alex either to make you an Admin or Refresh Connection on his own.
    Please also Make sure that you are Admin of FB page on the Facebook side.

    Thread Starter glenbelt

    (@glenbelt)

    Hi Ingra,

    Are you saying that Alex needs to make me an Admin or Refresh Connection within the https://app.mobilemonkey.com/ website?

    Or just on the Facebook page side of things?

    Thanks!

    Plugin Support ingasupranovich

    (@ingasupranovich)

    Hi, @glenbelt
    Right, Alex needs to make it on MobileMonkey side
    Only Admin is eligible to connect FB pages.
    Since you’re the collaborator the error appears. And Page has failed token what mean bot won’t respond.
    That’s why it better to do both

    Thread Starter glenbelt

    (@glenbelt)

    OK thanks for this. In this case Alex is no longer working on the project so what would be the best scenario here – could I create a new chatbot within the MobileMonkey site if I was to get admin access on the Facebook page? Or could there still be issues here?

    Thanks again!

    Plugin Support ingasupranovich

    (@ingasupranovich)

    Hi, @glenbelt
    I can update your role to become an Admin.
    If you are Admin of Facebook page, then it should work

    Thread Starter glenbelt

    (@glenbelt)

    Hi Inga,

    I now have admin access on the Facebook page.
    It would be great if you can update my role to that of Admin on your side.

    Thanks!

    Plugin Support ingasupranovich

    (@ingasupranovich)

    Hi, @glenbelt
    Done, updated your role to Admin

    Thread Starter glenbelt

    (@glenbelt)

    Hi Inga,

    Thanks but currently when I try to connect the page within WP I get the following error message (I obscured the company name / surname):

    Error message

    I also tried to disconnect/reconnect the page in Facebook.

    Thanks!

    Plugin Support ingasupranovich

    (@ingasupranovich)

    Hi, @glenbelt
    Thanks for the screenshot.
    I see that page still has failed token, can you please do this:
    1. Open https://app.mobilemonkey.com/ and sign in
    2. Open Settings -> Maintenance -> hit Refresh Connection with Facebook
    And then try to connect a page again

    Also may try log out of Facebook on WP-Chatbot, then log back it and try to connect.

    If the issue will persist let me know

    Thread Starter glenbelt

    (@glenbelt)

    Thanks Inga.

    I was able to refresh connection (there was an error previously, that disappeared after clearing my browser cache) but within WordPress even if I logout Facebook on WP-Chatbot / reconnect I get the same error.

    This time it looks like my name is being used (says Matt instead of Alex) within the error message. See screenshot here: screenshot

    Thanks

    Plugin Support ingasupranovich

    (@ingasupranovich)

    Hi, @glenbelt
    This will be looked at by develop and fixed with the next release.

    But you can have chat plugin without connecting to WP-Chatbot if follow the steps:
    1. Go to Appearance -> Theme (or Theme Editor)
    2. Find on the right panel Theme Header (header.php)
    3. Paste in between <head> and </head> tags
    <script async=”async” src=”https://static.mobilemonkey.com/js/827956627281089.js”></script&gt;
    All settings will be applied as set here https://app.mobilemonkey.com/chatbot-editor/153610/customer-chat/edit/1555318/76766

    Thread Starter glenbelt

    (@glenbelt)

    Hi Inga,

    I think this is a bit bad that after all this time and going through so many steps there’s still no resolution here? Would it not have made sense to make this suggestion earlier on in this process?

    Also – the code you supplied wasn’t correct (broken closing tag and use of incorrect ” marks).

    I added the code but the chatbot appears broken on the site – the top element is missing, see screenshot: here

    Thanks.

    Plugin Support ingasupranovich

    (@ingasupranovich)

    Hi, @glenbelt
    Partially shown chat plugin iframe affected by css of your website.
    If you disable all css on the website the whole plugin would be shown.
    That means that theme settings should be checked or check styles.css
    https://monosnap.com/file/RPIInAjpi92AxyHEbgZoFrdQOB2Tz1

Viewing 15 replies - 1 through 15 (of 17 total)
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