Troubleshooting

Renew or extend an Events Access Token

It is now possible to permanently extend an Events Access Token so that it never expires. Just enter your existing 60-day Access Token into the tool on this page.

My Facebook feed posts are not showing up, or all I can see is the Like box but no posts

There are a few common reasons why your feed might not be displaying. It’s recommended to go through the following checks before requesting support… Known issue: If you are experiencing […]

My Facebook Access Token stopped working

On April 24th, 2018, Facebook made a change to their platform which means that if you’re using an “App” Access Token from your own Facebook app and it’s still in […]

Displaying Facebook Events with the Facebook “Page Plugin” widget

Due to recent Facebook API changes, it is not currently possible to display events from Facebook pages that you’re not an admin of using the Facebook API. As a temporary […]

Reauthorizing our Facebook App

If you need to reauthorize our plugin app (or you’d like to remove it altogether) then you can do so by going to the app settings within your Facebook account: […]

Image not included when sharing post from Instagram to Facebook Feed

Update: This issue should be fixed in v3.9 of the Custom Facebook Feed Pro WordPress plugin If you are sharing a post from your Instagram account to your Facebook page […]

Extending a Group Access Token so it never expires

In order for your Groups Access Token to never expire you must first be an admin of a Facebook “Page”.¬† This is because Facebook Page tokens never expire by default […]

Images are not displaying in the feed.

Possible Causes: Possible Cause #1 – The Free version of the plugin is still installed and activated. You can quickly check this by going to your¬†WordPress Dashboard – Plugins and […]

No Facebook posts displayed – unable to connect to Facebook API

If you’re not seeing any Facebook posts in your feed then the issue may be that your website isn’t currently able to connect to Facebook’s API. You can check this […]

My Facebook feed appears to have stopped updating, or some posts are missing

If your Facebook feed isn’t updating then it could be due to one of the following reasons: 1) Posts are shared to your Facebook Page from a user’s Personal Profile […]

The formatting of my Facebook feed is incorrect or messed up

There could be a number of causes for this: 1) The plugin’s CSS file is not being loaded into your page. You can check this by right clicking on your […]

Displaying names and avatars in comments

Facebook made a change to their API on February 7th, 2018, which means that it’s no longer possible to display names or avatars for users who comment on your posts […]

The popup lightbox doesn’t display photos and displays a thin line instead

The most common reason for this is that either your theme or another plugin is replacing the lightbox photo with a 1×1 pixel placeholder image. This is most common with […]

Facebook pages I’m admin of aren’t listed after authorizing plugin

If you’ve used the “Log in and get my Access Token” button in the plugin to authorize the Smash Balloon Facebook app but some of the Facebook pages which you […]

Facebook API Error Message Reference

This information has been moved to here.

The post text limit is not shortening the text correctly

This issue occurs with some WordPress themes due to them using their own content formatting function which overrides the WordPress default function, causing some additional HTML elements to be added […]

Post author name/avatar not displayed in Facebook group posts

Due to privacy restrictions, it isn’t possible to get the author information of a post in a Facebook group unless that group member chooses to allow our app which was […]

Is it possible to display Facebook “offer” posts

Unfortunately not. Facebook doesn’t allow you to retrieve and display offer posts from your Facebook page.

Comments and/or thumbnails in the lightbox are not loading

This is usually due to either a security plugin or a setting on your web server that is blocking the plugin from accessing the files needed to load the comments […]

The font in my Facebook feed isn’t inherited from my website

Be default your Facebook feed should inherit the font from your website. If this isn’t the case then it’s possible that something in the theme is preventing this from happening. […]