Help! Some comments in my Facebook group aren’t being recognized by CommentSold!

Identify why group comments aren’t being picked up by CommentSold and what can be done about it.

The Problem

So, some of your customers’ are reporting that their comment claims aren’t working in your Facebook group. You’ve verified they’re commenting correctly, but the system is somehow still not working. What now?

This is typically an indication that the customer needs to re-accept Facebook permissions for your group. Usually, this issue results from a customer intentionally or unintentionally removing Facebook permissions for third-party apps. (In this case, the CommentSold app.) Unfortunately, this can also happen when Facebook makes unannounced changes to individual account settings.

The Solution

This issue must be fixed on the customer’s behalf, but don’t worry! Assisting with the fix is very simple.

1. Copy your shop URL.

2. At the end of your shop URL add /update-permission.

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3. Ask your customers to visit this link. 


Once they click it, your customer’s Facebook permissions will update and the system will read their comments again!

How can I identify other customers without group permissions?

From the Customers tab, customers without group permissions will appear with a triangular caution sign next to their name.

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You can also export a .csv file of customers and their Facebook permissions statuses. 

To export Customer Facebook permissions as a CSV:

  1. Navigate to the Setup tab. 
  2. Click the Account tab.
  3. Click the Export Customer Facebook permissions status as CSV button.

The file will automatically open a spreadsheet with a list of your customers and the status of their group and page permissions

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That's it! Come see us in chat support if you have any issues, questions, or concerns! To start a conversation with us, click the green chat icon in the bottom right of your dashboard. 

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