Integration troubleshooting
Step-by-step fixes when your Facebook Page isn't listed, lead forms aren't syncing, a connection has expired or TikTok isn't working.
4 min read
Ad and social integrations make patient enquiries land in the panel automatically. When a connection drops, leads can disappear silently, so it's important to spot problems early. This page collects the most common integration problems and how to fix them.
Tip
Check Settings → Integrations once a week and make sure every connection shows Connected. Ad budget being spent while no leads arrive is usually a sign of a broken connection.
Connection expired / reconnecting
Meta (Facebook/Instagram) connections can drop because of a password change, the connecting person losing Page access, Meta security checks or an access permission expiring.
- Open Settings → Integrations.
- On the connection showing an error (e.g. Token expired), click Reconnect and log in in the Meta window. Approve all pages and permissions.
- Once the connection shows Connected again, send yourself a test message or create a test lead.
Important
The connection should be made by someone with full control of the Page (Admin / Full control) who will be with the clinic for the long term. If the person who connected it leaves and their Page access is removed, the connection breaks.
Facebook Page isn't listed
If you can't see your Page in the selection list when connecting:
- Check your Page access: You need full control of the Page in Meta Business Suite. With partial access the Page may not be listed.
- Select the Page in the permission window: Meta asks which Pages to grant access to during connection. If you previously selected only some Pages, use the option to edit your settings when reconnecting and tick the Page you need.
- Approve all permissions: If you turn off messaging, Page management or lead access permissions, some features won't work.
- Log in with the right Facebook account: Another personal Facebook account may be logged in in your browser.
- Turn off pop-up blockers: Your browser may be blocking the Meta login window.
Detailed setup: Facebook & Instagram.
Lead forms aren't reaching the panel
| Check | How |
|---|---|
| Is the form mapped? | Make sure the form is selected in the panel and its fields are mapped to contact fields. Newly created forms sometimes need to be selected separately. See Facebook lead forms. |
| Is lead access on? | In Meta Business Settings, under Integrations → Leads Access, check that the MedicalGrow connection (CRM access) is allowed to access leads. |
| Is the connection active? | Check that the Facebook connection shows Connected under Settings → Integrations. |
| Has it been tested? | Send a test lead with Meta's Lead Ads Testing tool and see whether it shows in the panel within a few minutes. |
| Where is the lead landing? | The contact may have been created without an opportunity; search Contacts by phone. |
Note
Leads that came in before the connection was set up aren't imported automatically. You can download them as a CSV from Meta Ads Manager and import them: Importing contacts.
Instagram won't connect
- Your Instagram account must be a professional account (Business or Creator) and linked to a Facebook Page.
- Access to messages for connected tools must be allowed in the Instagram app.
- After refreshing the Facebook connection, check Instagram again too.
See Instagram messaging.
TikTok
| Symptom | What to do |
|---|---|
| The ad account isn't listed | Make sure you have Admin access to the ad account in TikTok For Business. |
| TikTok lead forms aren't arriving | Check that the form was created as an Instant Form and is selected in the panel; send a test lead. |
| The connection suddenly dropped | The TikTok authorisation may have expired; reconnect under Settings → Integrations. |
See TikTok.
Google Ads and Google Business Profile
- Google Ads: The connecting Google account must have access to the ad account (or its manager account). If reports show no data, check the tracking parameters on your ad links. See Google Ads.
- Google Business Profile: You must be an owner or manager of the business profile. See Google Business Profile.
When contacting support
Include: which integration, a screenshot of the error, the name of the person who made the connection, when the problem started and (for lead issues) the name of a missing lead and the form name.
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