Facebook leads have stopped or slowed down

If leads from your Facebook or Instagram ads have stopped arriving in SURGE — or only some are coming through — the connection between your Meta account and SURGE has most likely dropped.

How the connection works

When someone fills in your ad’s lead form, Meta passes it to an app called LeadConnector, which you authorised in your Meta Business account when we set you up. LeadConnector delivers the lead to SURGE, which creates the contact and starts the follow-up.

If LeadConnector loses its permission, leads stop. Meta doesn’t tell you, and the ads keep running.

Why it happens

Someone with access to your Meta Business account removed LeadConnector, often because they didn’t recognise the name.
A password or admin change on the Facebook page or Meta Business account.
Meta periodically drops connections on its own.

What to do

Tell us straight away, and say roughly when the last Facebook lead came through. The sooner we know, the fewer leads are missed.
Check with whoever manages your Meta Business account that LeadConnector is still there. Ask them not to remove it.
We’ll reconnect the forms and confirm leads are flowing again with a real test.

Getting back the leads you missed

Reconnecting only fixes leads from that point on. Leads that came in while the connection was down are still stored in Meta, so they’re not lost:

Download them from Meta’s Leads Center (or ask your Meta admin to).
Send us the file.
We’ll import them and tag them so they’re tracked properly, then you can call them.

Call them quickly — they enquired a while ago, so they won’t be expecting it.

Preventing it

Tell everyone with access to your Meta Business account that LeadConnector must stay.
Glance at your pipeline daily. If you’re running ads and New Lead has been empty for a day or two, that’s your early warning.