Facebook and Instagram Collection Issue
Incident Report for Pixlee
Update
We are almost fully operational again, the only capability remaining is

- Submitting Facebook videos via widget uploaders

A reminder that to obtain the latest updates, which include restoration of

- Collecting @mentioned content
- Collecting photo tagged content
- Permissioning Instagram Content
- Scheduling content to Facebook Pages
- Sending content to Facebook Ad accounts


You must have re-authenticated with Facebook AFTER Nov 29 12:34PM Eastern.

Reauthentication instructions:

1) Navigate to https://app.pixlee.com/app#settings/social_profiles
2) Log out of all Facebook and Instagram accounts
3) Log back into the same Facebook and Instagram accounts, while ensuring that all permissions are accepted
Posted Dec 02, 2021 - 09:13 PST
Update
We are continuing to resolve the last 2 permissions:

- Submitting Facebook videos via widget uploaders
- Sending content to Facebook Ad accounts

A reminder that to obtain the latest updates, which include restoration of

- Collecting @mentioned content
- Collecting photo tagged content
- Permissioning Instagram Content
- Scheduling content to Facebook Pages

You must have re-authenticated with Facebook AFTER Nov 29 12:34PM Eastern.

Reauthentication instructions:

1) Navigate to https://app.pixlee.com/app#settings/social_profiles
2) Log out of all Facebook and Instagram accounts
3) Log back into the same Facebook and Instagram accounts, while ensuring that all permissions are accepted
Posted Nov 29, 2021 - 14:51 PST
Update
We are pleased to announce that at this moment, the following functionality has been restored:

- Collecting @mentioned content
- Collecting photo tagged content
- Permissioning Instagram Content
- Scheduling content to Facebook Pages

We are working on obtaining the final missing components:
- Submitting Facebook videos via widget uploaders
- Sending content to Facebook Ad accounts

In order to obtain such restored functionality, a re-authorization is necessary.

1) Navigate to https://app.pixlee.com/app#settings/social_profiles
2) Log out of all Facebook and Instagram accounts
3) Log back into the same Facebook and Instagram accounts, while ensuring that all permissions are accepted

That’s it. Each account that is logged back in will regain access.
For more information on the login process, please see: https://pixleeteam.zendesk.com/hc/en-us/articles/4410186266263-2021-10-19-Update-Instagram-Facebook-Login-Flow

Please note that all Creators who have signed in via our Creator platform (https://pixlee.me/) will also want to re-authenticate to continue their connection with Pixlee. They can follow these instructions: https://www.pixlee.com/pixlee-for-creators-faq

We appreciated everyone's patience on this matter and we wish everyone a happy Thanksgiving weekend!
Posted Nov 27, 2021 - 19:49 PST
Monitoring
After working with Facebook, we have an update for all Pixlee customers.

As of this moment, a segment of Facebook and Instagram functionality have been restored.

To finalize access to functionality, you will want to:
1) Navigate to https://app.pixlee.com/app#settings/social_profiles
2) Log out of all Facebook and Instagram accounts
3) Log back into the same Facebook and Instagram accounts, while ensuring that all permissions are accepted

That’s it. Each account that is logged back in will regain access.
For more information on the login process, please see: https://pixleeteam.zendesk.com/hc/en-us/articles/4410186266263-2021-10-19-Update-Instagram-Facebook-Login-Flow

What functionality has been restored?
- Hashtagged IG content, IG own-user content and Facebook page collections have been restored. We will retroactively collect all of the above.
- All forms of content scheduling to Instagram
- Permissioning of Facebook content
- Scheduling of content to Instagram
- Submitting Facebook photos via widget uploaders

What functionality has not yet been restored?
- Collecting @mentioned content
- Collecting photo tagged content
- Permissioning Instagram Content
- Submitting Facebook videos via widget uploaders
- Sending content to Facebook Ad accounts
- Scheduling content to Facebook Pages

We are continuing to work with Facebook to restore these remaining features, and expect this to be done within the week.

Once such features are restored we will send another message to all customers. To regain such access, customers will simply need to reauthenticate their Facebook accounts again.

Please note that all Creators who have signed in via our Creator platform (https://pixlee.me/) will also want to re-authenticate to continue their connection with Pixlee. They can follow these instructions: https://www.pixlee.com/pixlee-for-creators-faq

Thank you all for your continued patience.
Posted Nov 24, 2021 - 15:13 PST
Update
We have made significant headway in congruence with Facebook, and have strong confidence in functionality restoration this week. We'll have more news tomorrow.
Posted Nov 23, 2021 - 15:43 PST
Update
Facebook has informed us that they are continuing to dive into the issue and should have an update for us within 24 hours. Thanks everyone for your continued patience.
Posted Nov 22, 2021 - 08:27 PST
Update
Our partners at Facebook have identified the issue and are working within their teams to resolve. When there is an update, we will update here accordingly. We appreciate everyone's patience and understanding.
Posted Nov 19, 2021 - 06:50 PST
Update
We are continuing to work with facebook to resolve FB/IG related app issues. We thank you for your patience.
Posted Nov 17, 2021 - 15:12 PST
Identified
We have identified an issue with our Facebook / Instagram authentication app that is causing collection, permissioning and scheduling to be temporarily unavailable. We are actively working with the Facebook team to remediate.
Posted Nov 17, 2021 - 08:23 PST
This incident affects: Pixlee Dashboard.