1. Define what is missing
Identify whether the expected item is:
- absent from Contacts/lead intake entirely;
- present as a Contact but missing expected form fields;
- present but not enrolled in an Automation; or
- enrolled but missing a later message, task, tag, or pipeline change.
These are different failure boundaries. Record the Page, form, provider lead time/ID when available, and the first place the record is absent.
2. Check connection and Page selection
- Open Settings > Integrations.
- Confirm Facebook shows the intended Page, not merely an authorized account.
- If Page choices are displayed, select the correct Page and Save.
- Use Refresh Integration to refresh provider metadata when the connection is stale.
- Review any Needs attention message. A permitted integration manager may select Fix Webhook when offered; this changes the Page's provider subscription.
3. Check forms and provider scope
Crewvana caches lead forms from the selected Page. If the expected form is absent after a refresh, verify the Facebook account/Page access and the form's ownership in Meta. Meta permissions, App Review, Advanced Access, business verification, and provider availability are outside Crewvana's control.
4. Recover a bounded provider window
The Facebook card's Re-import Leads action offers the past 24 hours, 7 days, 14 days, or 30 days. Choose the smallest range containing the missing provider timestamp. Re-import is an external, tenant-changing action: an authorized integration manager should review and run it. Crewvana's import correlation is designed to avoid duplicate event creation, but a human should still review the resulting Contacts and field mappings.
5. Check downstream Automation
If the Contact exists, open Automations and verify:
- the Facebook Lead Received trigger targets the intended form or any form;
- the workflow has a published version and is active;
- the enrollment and execution were admitted after the publication;
- logs show whether a later action failed because of missing context, DND, suppression, provider/channel readiness, or configuration.
Editing a draft does not change the currently published workflow. Disabling an Automation blocks new work and cancels unresolved snapshot-bound waits.
6. Escalate with evidence
Provide the Page name, form name/ID, provider lead timestamp/ID, integration health message, whether re-import was attempted and for which range, Contact result, Automation name, and relevant execution/log status. Do not share provider access tokens or customer data beyond what support needs.
This guide was verified without reconnecting Facebook, changing a webhook, re-importing leads, or submitting a live provider lead.