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Facebook Review's Not Syncing

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I have found the Facebook Reviews don't seem to be syncing/updating again on the EMR system. I have previously mentioned this in a group call and then sent the feedback over. I didn't recieve any update that this was fixed.

Again, previously the only way to solve this was to disconnect facebook from EMR and then reconnect it again, I can't stress how annoying this is getting. It causes extra problems when we have to do this.

One of them being that all the facebook reviews when loaded back in say that they haven't been responded to. It's annoying that it doesn't track this. Whether it's because the response is a comment and whatever processs we are running can't pick this up.

Secondly because of the 1st issue whenever I reconnect Facebook, It messes with the figures, Mainly the Response Rate, because it's not tracking that the reviews on Facebook are being responded to the response rate goes down.

The only way to fix this is to go through every review and mark it as responded on the system which is not ideal.

There isn't a way to do this in bulk where we can mark them all as responded but that still doesn't fix the problem of why I have to do this at all in the first place.

Posted by Luke Harland ·
Status: Rejected3 comments

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Comments3

  • Luke Harland

    •

    Dec 9, 2025

    Hi @mannie@embedmyreviews.com @Mannie Gill

    I know I have mentioned this before when I was having the issue with another businesses Facebook not syncing. You said back then that it was an issue with the facebook business page then, however that business page was fairly new. The facebook business page I am trying to sync now is a lot older than the one I was having issues with before.

    When you say that the problem is coming from the facebook account that is connected, what is the probability that both of these facebook business page's have a issue?

    It's ok you telling me to identify the problem with facebook but you don't ever seem to give me anything to go on. Last time you said that it may be the case that some OLD FACEBOOK accounts have problems when connecting and also something to do with the API. I'm now left confused because the previous business page was fairly new and the one I am trying now is a lot older.

    Rather than asking me to identify the problem with the facebook account maybe you could potentially offer me some advice in trying to figure out what the problem is because I clearly don't know what the problem is.

    I understand about the API and the whole comments not showing but I'm getting slightly frustrated that whenever I have a problem you seem more intent on having a go at me rather than actually helping with the issue.

    It's quite clear I can’t fix it. And seeing as though I have had this issue with two completely different facebook accounts one is fairly new and the other one being a lot older I can't seem to figure out exactly what the issue is. You say that you auto renew tokens yet I have waited past these time’s and the most recent facebook reviews have not synced.

    I have checked all the permission’s and stuff on the facebook account in question and everything is ticked and full access is given. So be that as it may what do you think could be stopping this from working as it should be?

    I would greatly appreciate it if you could potentionally reach out to me on my mobile number and maybe set up a video call so we can have a chat +447759194537

    Thank Luke

    • mannie@embedmyreviews.com

      Team•

      Dec 9, 2025

      Hey @Luke Harland

      I’m not “having a go at you” — I’m simply giving you the facts so we can get to the real cause.
      This isn’t a platform-wide issue, and it’s not something affecting other users, which means we need to isolate what’s happening on your specific Facebook setup.

      Let me make this as clear as possible:

      1. The age of a Facebook page does not affect API behaviour.

      A new page, old page, big page, small page — it makes no difference.
      What does matter is the Facebook account and permissions behind it, because that’s what Meta uses to control access and revoke tokens.

      So yes, it is absolutely possible for two different pages to have the same issue if the same Facebook profile or business settings are involved.

      2. Here are the exact things that cause forced revokes (even with auto-renew):

      These are the only scenarios Facebook themselves document:

      • Password change

      • 2FA change

      • Logged out or device-reset by Facebook for security

      • Role updated on the Page or Business Manager

      • App permissions removed/modified

      • Meta security flag on the account

      • Page connected through a profile with restricted or partially-lost permissions

      These are all Facebook-side issues.
      None of them are something EMR can override or control.

      3. Here is the troubleshooting checklist you asked for

      Go through these one by one:

      1. In Facebook → Settings → Security → Have you changed password or 2FA recently?

      2. In Facebook → Business Integrations → Is EMR still fully authorised with all toggles enabled?

      3. In Business Manager → Page Roles → Is the connected profile the Page Owner/Admin (not Editor)?

      4. Are you using the same Facebook profile for both pages you’ve had issues with?

      5. Does anyone else manage the page and could have changed permissions?

      6. Has Facebook shown any recent account-security prompts or logouts?

      These are the only causes for token breaks.
      If any of these apply, that’s the answer.

      4. Your reviews not syncing until reconnecting = token revoke

      This is exactly how Facebook behaves when a token becomes invalid.

      If tokens were not renewing system-wide, ALL users would be reporting this, not just you.

      5. For the record — I am helping

      But I can only work with the facts the Facebook API gives us.
      If Facebook removes your access, EMR cannot sync, and the only solution is reconnecting.
      That’s not me arguing — that’s simply how Meta’s system works for every platform.

      That said, I am building bulk actions (“mark all responded”) to reduce the impact.

      6. Regarding the call

      I won’t be doing phone calls, but I’m happy to help you inside via the roadmap where we can track things clearly.

      Once you go through the checklist above, tell me what you find — that will point us to the real cause and stop this from repeating.

  • mannie@embedmyreviews.com

    Team•

    Dec 2, 2025

    @Luke Harland Just to be clear: EMR isn’t breaking.
    If it was, everyone would be having this issue but you’re the only one reporting it.

    That means the problem is coming from your Facebook account, not EMR.


    We already auto-renew tokens.

    The only time you need to reconnect is when Facebook revokes your access usually because of password/2FA changes, permissions being altered, or Facebook flagging
    something on your account.

    No platform can bypass that.


    Also, Facebook’s API doesn’t tell us which reviews have replies, so when you reconnect, Facebook gives us “fresh” data with no reply info. That’s why the response rate resets — it’s a Facebook limitation, not an EMR bug.


    I’m improving bulk “mark as responded” to make this easier, but it’s important to understand:
    Blaming EMR isn’t fair or accurate.

    Let’s identify what’s happening on your Facebook side so this stops repeating.