Facebook / Meta Leads Not Appearing in CASA Dashboard (iPlanet & JAC Interiors)

Customer Success
1

FrequentlyAsked Question / Exact Problem

  1. “We set up Meta ads yesterday. 100+ leads were generated but none are showing in CASA.”
  2. “Meta shows 350+ leads today — CASA shows only 1.”
  3. “Leads from Facebook are visible in the Meta report but missing from the lead dashboard.”
  4. “182 leads are missing — where are they?”

Affected Tenant / Context
iPlanet (most frequent), JAC Interiors. Recurring issue across Meta ad campaigns that generate walk-in interest leads.

Root Cause
Three distinct causes identified:

  1. Invalid pincode / store code — CASA filters out leads that don’t have a valid store mapping or valid pincode. If Meta ad form data has an incorrect pincode or the lead didn’t select a valid store, CASA rejects it silently. These leads exist in Meta but are never shown in the CASA dashboard.
  2. Facebook access token expired / wrong page connected — The Facebook OAuth session gets invalidated if someone changes the account password, Meta resets sessions for security, or if the wrong Facebook page is reconnected. When this happens, CASA can no longer fetch new leads from Meta’s API. Error: “Error validating access token: The session has been invalidated” (OAuthException code 190, error_subcode 460).
  3. Processing queue blocked by large journey — When a large tenant (e.g., Viveks) runs 4
    concurrent journeys, it can block the shared processing queue, causing leads from other
    tenants (like iPlanet) to stop processing. They are not lost — they queue up and process
    once the block clears.

Common Debugging Steps (For CS Team)

  1. Ask:“When did you last reconnect Facebook in CASA settings?” — If recently, check if the
    correct Facebook Page was selected.
  2. Download the Meta leads CSV and compare with CASA lead report. Check a sample of
    “missing” mobile numbers in the CASA lead search.
  3. Check the mobile numbers flagged as missing — are the pincodes in the Meta form valid
    pincodes mapped to your stores?
  4. If leads were recently coming in and suddenly stopped (not a volume issue), the Facebook
    token likely expired — ask dev to check the Facebook integration OAuth status.
  5. If leads are visible in CASA lead search but not in the dashboard, check if the date range
    filter is set correctly (Meta timestamps are UTC; CASA shows IST — this causes apparent 5.5-hour discrepancy).
  6. Tag @Rishvanth K S immediately with the Lead Gen IDs from Meta for verification.

Fix Made & Developer Conclusion

  1. JAC Interiors: Facebook token had expired due to session invalidation. The incorrect Facebook page was also reconnected during the fix. Correct page reconnected → leads resumed.
  2. iPlanet (182 leads): All 182 leads had invalid pincodes. Root cause: Meta ad form data validation was insufficient. Customer informed.
  3. iPlanet (350+ leads blocked): Viveks’ 4 concurrent journeys blocked the shared queue.
  4. Fixed by moving Viveks journey builder leads to a separate upload queue (not the main live flow queue). Leads processed within 30 minutes of the fix.

Exact Dev to Reach Out To
Rishvanth K S — Primary owner: Facebook lead fetch, pincode validation, lead pipeline
Dineshr — Queue management, emergency unblocking
Suriya — Architecture: queue separation, escalation