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Troubleshooting Eventbrite’s Facebook feature

Facebook can only support some of Eventbrite’s features in their checkout experience at this time. To qualify, make sure you eblink{publish your Facebook event through Eventbrite’s tool=>https://www.eventbrite.com/support/articleredirect?anum=3401}. Your event needs at least one paid or free ticket type. It also has to be public, have an address in a eblink{supported country=>https://www.eventbrite.com/support/articles/en_US/Troubleshooting/how-to-sell-tickets-on-facebook#3} and must take payment with eblink{Eventbrite Payment Processing=>https://www.eventbrite.com/support/articleredirect?anum=4373} in USD, CAD, GBP, Euros, AUD, or NZD.

TIP: Eventbrite and Facebook are working hard to improve the tool, so in the future all events qualify. Check back here for updates.

PRO TIP: If you can’t use Facebook’s new checkout flow, eblink{check out our Spectrum page on Eventbistro=>https://www.eventbrite.com/spectrum/eventbistro/} for an alternative way to sell your Eventbrite tickets on your Facebook page.

NOTE: Using our Facebook tool won’t allow Eventbrite or Facebook to post anything to your personal profile or page without your consent.

— Your Facebook event isn’t updating.

Gif of copying your event URL into Facebook's Sharing Debugger and hitting "Debug."
Gif of copying your event URL into Facebook's Sharing Debugger and hitting "Debug."

If you updated your event on Eventbrite and the Facebook event hasn't changed, Facebook may not have checked your event for updates yet. However, you can eblink{force Facebook to update with Facebook’s Sharing Debugger=>https://www.eventbrite.com/support/articleredirect?anum=37871}.

TIP: If you change the eblink{number of available tickets=>https://www.eventbrite.com/support/articleredirect?anum=3248} or their eblink{price=>https://www.eventbrite.com/support/articleredirect?anum=3790} on Eventbrite, your event on Eventbrite will automatically sync with your Facebook event.

PRO TIP: If Facebook’s Debugger didn’t help, try eblink{editing your event on Facebook=>https://www.facebook.com/help/116346471784004}.

NOTE: You can’t change the date/time on a Facebook event if one week has passed since you added the Eventbrite event to Facebook, or if more than 5,000 people have been eblink{invited to the Facebook event=>https://www.facebook.com/help/213851145302199}.

— You can’t link your Facebook event to your Eventbrite event.

Eventbrite's Add to Facebook tool.
Eventbrite's Add to Facebook tool.

You have to use eblink{Eventbrite’s Facebook=>https://www.eventbrite.com/support/articleredirect?anum=3401} tool to sell Eventbrite tickets directly on Facebook. If you’ve already created your Facebook event on Facebook, you can 1. eblink{Link your Eventbrite ticket types to your existing Facebook event=>https://www.eventbrite.com/support/articles/en_US/How_To/how-to-publish-your-eventbrite-event-to-facebook-and-sell-tickets#4}. 2. eblink{Create a new Facebook event on Eventbrite=>https://www.eventbrite.com/support/articleredirect?anum=3401} and: • eblink{Delete your old Facebook event=>https://www.facebook.com/help/103855246372417} on Facebook, or • Manage both Facebook events.

TIP: If you choose to manage two Facebook events, you'll keep your current Facebook event's shares and RSVPs. Just be sure to post all updates to both Facebook events.

NOTE: You can only add your Eventbrite tickets to a Facebook event that you created on a eblink{Facebook Page=>https://www.facebook.com/help/282489752085908} — not to a eblink{Facebook Group=>https://www.facebook.com/help/155275634539412} or your personal user profile. eblink{Learn more=>https://www.eventbrite.com/support/articles/en_US/Troubleshooting/how-to-sell-tickets-on-facebook#10}.

— Your event is located outside a supported country, is online-only, or has the wrong address format.

Eventbrite's Edit Page, Step 1 "Event Details."
Eventbrite's Edit Page, Step 1 "Event Details."

Webinars and eblink{online-only events=>https://www.eventbrite.com/support/articleredirect?anum=19996} are not supported. To sell tickets directly on Facebook, your event needs a physical address in one of these countries: • U.S • Canada • U.K. • Germany • Ireland • Netherlands • Italy • France • Spain • Australia • New Zealand • Austria Make sure you eblink{enter the address, so that Google Maps identifies it=>https://www.eventbrite.com/support/articles/en_US/Troubleshooting/why-isn-t-my-event-showing-in-search?#6}. If you’ve already published your Eventbrite event to Facebook, you may have to also update the location on the Facebook event.

NOTE: The physical location must use the eblink{event currency=>https://www.eventbrite.com/support/articleredirect?anum=3452}. If the physical address is in a country that doesn't use the event's currency, you can't sell tickets on Facebook.

— Your event takes payments with PayPal or Authorize.Net.

PayPal & Authorize.net selected as payment processors on the Event Dashboard on Manage.
PayPal & Authorize.net selected as payment processors on the Event Dashboard on Manage.

Your event has to collect payments with eblink{Eventbrite Payment Processing=>https://www.eventbrite.com/support/articleredirect?anum=4373} to let attendees buy tickets on Facebook.

TIP: Learn how to eblink{switch payment processors after you’ve already sold tickets=>https://www.eventbrite.com/support/articleredirect?anum=3885}.

PRO TIP: See what other eblink{features are only available with Eventbrite Payment Processing=>https://www.eventbrite.com/support/articleredirect?anum=24220}.

— Your event is in draft, doesn’t have a free or paid ticket type(s), or is longer than 4 months.

Hidden & Donation ticket under Step 2 of the Edit page.
Hidden & Donation ticket under Step 2 of the Edit page.

To qualify, your event needs: • To be eblink{live — not in draft mode=>https://www.eventbrite.com/support/articles/en_US/Multi_Group_How_To/how-to-create-an-event#3-4} • At least one paid or free ticket type. • A start and end date that’s no more than 4 months apart. If the start and end date of your event are more than four months apart from each other, it won’t qualify. Change your event's start and end time on the Edit page (under Step 1: Event Details).

TIP: With a workaround, you can still collect donations through Facebook’s checkout. eblink{Create paid ticket types in increments of different amounts of money=>https://www.eventbrite.com/support/articleredirect?anum=5783} and clearly label them as donation tickets.

PRO TIP: You can change the start and end date of your event even after you’ve already sold tickets.

NOTE: Ticket types you sell directly on Facebook can’t be eblink{hidden=>https://www.eventbrite.com/support/articleredirect?anum=10105} or eblink{donation=>https://www.eventbrite.com/support/articleredirect?anum=6474} ticket types. However, you can still sell paid or free ticket types through Facebook if your event has hidden or donation tickets.

— Reserved Seating is turned on.

Step 2 on the Edit page with Reserved Seating turned on.
Step 2 on the Edit page with Reserved Seating turned on.

Events using eblink{Reserved Seating=>https://www.eventbrite.com/support/articleredirect?anum=3212} can be published to Facebook, but can’t use Facebook’s checkout. Attendees will be directed to your event listing from the Facebook event to complete their purchase. If you prefer to have attendees buy on Facebook and haven’t sold any tickets, go to your event’s Edit page, scroll to Step 2: Create Tickets, and hit the switch next to "Reserved Seating" to disable it. If you’ve already sold tickets and want attendees to buy on Facebook, you need to eblink{copy your event=>https://www.eventbrite.com/support/articleredirect?anum=3268}, and disable “Reserved Seating” on the copy’s Edit page. Stop people from registering for the old event by eblink{hiding your tickets=>https://www.eventbrite.com/support/articleredirect?anum=3286} and eblink{adding a password=>https://www.eventbrite.com/support/articleredirect?anum=3364}.

TIP: Don’t forget to hit save after making changes to your Edit page.

PRO TIP: If you copy your event, be sure to eblink{reuse your custom URL (web address)=>https://www.eventbrite.com/support/articleredirect?anum=3428}.

NOTE: Selling a large number of tickets on two event listings for one event can complicate check-in because the Eventbrite Organizer app only allows a device to scan tickets from one event listing at a time.

— Group registration is turned on.

If you’ve enabled eblink{group registration=>https://www.eventbrite.com/support/articleredirect?anum=3220}, your event can be published to Facebook, but can’t use Facebook’s checkout. Attendees will be directed to your event listing from the Facebook event to complete their purchase. If you prefer to have attendees buy on Facebook, turn off group registration. To do so, go to the Manage page of your event and select Order Form. Scroll to Group Registration and click "Edit Group Registration". Finally, scroll down and click "Disable".

— Tickets have access codes.

You can’t sell ticket types with eblink{access codes=>https://www.eventbrite.com/support/articleredirect?anum=3295} directly on Facebook. Tickets with eblink{coded=>https://www.eventbrite.com/support/articleredirect?anum=4034} or eblink{public discounts=>https://www.eventbrite.com/support/articleredirect?anum=3229} can still be sold through Facebook’s checkout, but attendees can only redeem their codes when they buy through your Eventbrite listing.

NOTE: If some of your ticket types use access codes or public discounts, you can still sell tickets directly on Facebook, as long as you have at least one other free or paid ticket type that’s not hidden.

— You haven’t created an official Facebook Page.

You can only add your Eventbrite tickets to a Facebook event that you created on a eblink{Facebook Page=>https://www.facebook.com/help/282489752085908} — not to a eblink{Facebook Group=>https://www.facebook.com/help/155275634539412} or your personal user profile. If you created your Facebook event on your personal user profile and don't have a Facebook page, you'll have to first eblink{create a Facebook Page=>https://www.facebook.com/help/104002523024878}. Set up a new Facebook event under that Facebook Page.

TIP: Learn how to create a eblink{Facebook Page=>https://www.facebook.com/help/104002523024878}.

NOTE: To use the Add to Facebook tool you also need to make sure your Facebook Page is eblink{published=>https://www.facebook.com/business/help/community/question/?id=10154140207137495} and eblink{public=>https://www.facebook.com/help/150193685051184}.

— Permission Issues - Not "Admin" of the Facebook Page / Subuser on Eventbrite.

"Page Roles" page found under a Facebook account's user settings.
"Page Roles" page found under a Facebook account's user settings.

1. eblink{On your Facebook Page=>https://www.facebook.com/help/323502271070625/}, you have to be an “Admin” to publish to Facebook. 2. On Eventbrite, a eblink{subuser=>https://www.eventbrite.com/support/articleredirect?anum=3210} needs the permission “Edit event details not including the payment options” to be able to publish Eventbrite Events to Facebook. If you’re an Eventbrite subuser, talk to your Eventbrite account owner or admin, so they can grant you that permission.

PRO TIP: If you have access to multiple Facebook accounts, we recommend logging into Eventbrite and the Facebook account you want to use through an eblink{incognito browser window=>http://www.wikihow.com/Activate-Incognito-Mode}.

NOTE: If you’re getting the error message “ERROR_REQUIRED_PERMISSIONS,” eblink{double-check that you actually have the Facebook Page Role “Admin=>https://www.facebook.com/help/510247025775149?helpref=uf_permalink}.” You can still edit your Facebook page when you’re an “Editor” but you can’t publish your Eventbrite event to Facebook.

— Event published to Facebook is not showing on Facebook page’s event list.

You’ve successfully published your Eventbrite event to your Facebook page, but the new Facebook event isn’t showing on your Facebook page’s event calendar? It’s likely you haven’t enabled Official Events show on your Facebook page’s calendar. To fix, follow these steps: 1. Go to your Facebook page 2. Click “Events” in the sidebar 3. Hit the gear wheel next to “Share Events” 4. Check off “Show Official Events on Calendar”

— Not all Facebook Pages show up on Eventbrite.

Not all Facebook Pages show up on Eventbrite.
Not all Facebook Pages show up on Eventbrite.

You’re an eblink{admin=>https://www.eventbrite.com/support/articles/en_US/Troubleshooting/how-to-sell-tickets-on-facebook#11} of multiple Facebook pages, but when you try to publish your Eventbrite event from within eblink{Eventbrite’s Add to Facebook tool=>https://www.eventbrite.com/support/articleredirect?anum=3401} not all Facebook pages show up? It’s likely you haven’t given Eventbrite access to all your Facebook pages. To fix, follow these steps: 1. Go to to your Facebook settings under eblink{https://www.facebook.com/settings=>https://www.facebook.com/settings}. 2. Select “eblink{Business Integrations=>https://www.facebook.com/help/405094243235242?helpref=search&sr=2&query=how%20do%20I%20edit%20the%20privacy%20and%20settings%20}” in the sidebar. You’ll see a list of platforms connected to your Facebook account. 3. Click on “Eventbrite.” A window will pop up. 4. Scroll down the pop-up window until you see “Manage your Pages.” Be sure to check off all Facebook pages. 5. Hit “Save.” 6. Go back to your Eventbrite account and refresh the page. You should see all your Facebook pages now.

— Missing items on the order form: Custom questions / waiver / public & coded discounts

If you use any of the following features during registration, you can still sell tickets via our Facebook integration, but you can’t collect certain additional information from attendees who buy their tickets directly on Facebook. Details that won’t show on Facebook, but won’t disqualify your event from taking advantage of our integration include: • eblink{Public discounts=>https://www.eventbrite.com/support/articleredirect?anum=3229} • eblink{Coded discounts=>https://www.eventbrite.com/support/articleredirect?anum=4034} • Certain eblink{custom questions=>https://www.eventbrite.com/support/articleredirect?anum=3231} or additional information (see below) When publishing using Eventbrite and Facebook together, Facebook will allow you to collect the following information: • Ticket buyer's first and last name, email address, and shipping address. • First and last names for attendees who are not the ticket buyer. • Waivers for the ticket buyer. (You cannot collect waivers for attendees who did not purchase their ticket themselves via Facebook.) All other custom questions will not be collected during checkout on Facebook.

TIP: If you added a custom question to your event after publishing it to Facebook, allow up to a one-minute delay for the question to appear in the checkout process.

NOTE: You can’t send marketing emails to attendees who weren’t already in your database before purchasing a ticket on Facebook. You can send these attendees emails related to event logistics, like cancellations or refunds. eblink{Check out the Note in Step 6 here=>https://www.eventbrite.com/support/articles/en_US/How_To/how-to-publish-your-eventbrite-event-to-facebook-and-sell-tickets#6} to learn how to filter these buyers out of your attendee list.

— Error messages - What to do next.

• ERROR_CONNECTION_PROBLEM: It looks like we're having trouble connecting with Facebook right now. If the problem persists please go to facebook.com to eblink{edit your event=>https://www.facebook.com/help/116346471784004}. Can’t create your Facebook event? eblink{Clear your browser’s cache and cookies=>http://www.wikihow.com/Clear-Your-Browser%27s-Cache} and try again. • ERROR_DUPLICATED_NAME: The ticket "{ticket_name}" cannot be published to Facebook because a ticket with the same name has already been published. Please eblink{rename this ticket to proceed=>https://www.eventbrite.com/support/articleredirect?anum=3290}. • ERROR_EVENT_CANCEL: Facebook reported an error canceling your event. If the problem persists, try eblink{cancelling the event directly on Facebook=>https://www.facebook.com/help/103855246372417}. • ERROR_EVENT_CREATE: Facebook reported an error creating your event.” Review the information above to see if your event meets all the requirements to publish. • ERROR_REQUIRED_PERMISSIONS: You don't have the right permissions in Facebook. To publish your Eventbrite event to Facebook you need to eblink{be an “Admin” (not “Editor” or “Moderator”) on your Facebook page=>https://www.facebook.com/help/323502271070625/#}. • ERROR_TICKET_PUBLISH: Facebook reported an error publishing your ticket.” Make sure any tickets you want to sell directly on Facebook are: - eblink{On sale=>https://www.eventbrite.com/support/articleredirect?anum=3453} - Not eblink{hidden=>https://www.eventbrite.com/support/articleredirect?anum=3286} and don’t have eblink{access codes=>https://www.eventbrite.com/support/articleredirect?anum=3922} - Not eblink{donation tickets=>https://www.eventbrite.com/support/articleredirect?anum=6474} - Not using eblink{public discount codes=>https://www.eventbrite.com/support/articleredirect?anum=3229} • ERROR_UNKNOWN: Something went wrong, please try again. Scroll up this article and check the table of contents in the sidebar to quickly see if your event meets all the requirements to publish. • ERROR_USER_PAGES: Facebook reported an error getting your pages. Make sure that your eblink{Facebook page is published and public=>https://www.facebook.com/help/184605634921611}.

Still have questions? Our team can help. Contact us.