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Troubleshooting Eventbrite’s Facebook feature

Yannic

Updated by Yannic D. on 04/25/2017

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 1 paid or free ticket type. It also has to be public, have an address in the United States or United Kingdom and must take payment with eblink{Eventbrite Payment Processing=>https://www.eventbrite.com/support/articleredirect?anum=4373} in USD or GBP. Reserved Seating, group registration, and repeating events don’t qualify.

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 Eventibistro=>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 1 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.

Screensbot of Eventbrite's Add to Facebook tool.
Screensbot of 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’ll need to eblink{delete your Facebook event=>https://www.facebook.com/help/103855246372417} on Facebook and then eblink{create it again on Eventbrite=>https://www.eventbrite.com/support/articleredirect?anum=3401}.

— Your event is located outside U.S. and U.K., online-only, or has the wrong address format.

Screenshot of Eventbrite's Edit Page, Step 1 "Event Details."
Screenshot of 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 as your event needs a physical address in the U.S or U.K. to sell tickets directly on Facebook. Make sure you eblink{enter the address, so that Google Maps recognizes 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.

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

Screenshot of PayPal & Authorize.net selected as payment processors on the Event Dashboard on Manage.
Screenshot of 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 doesn’t have a free or paid ticket type(s).

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

To qualify, your event needs at least 1 paid or free ticket type. 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

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

— Reserved Seating is turned on.

Screenshot of Step 2 on the Edit page with Reserved Seating turned on.
Screenshot of 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’t use Facebook’s checkout. If you haven’t sold any tickets yet, 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, 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 2 event listings for 1 event can complicate check-in because the Eventbrite Organizer app only allows a device to scan tickets from 1 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} for your event, attendees can’t buy tickets directly on Facebook. To turn off group registration, go to the Manage page of your event and select Order Form. Scroll to the section Group Registration and click "Edit Group Registration." Finally, scroll down the page Group Registration and hit "Disable."

— Your event repeats.

Screenshot of the repeating event schedule enabled under Step 1 of the Edit page.
Screenshot of the repeating event schedule enabled under Step 1 of the Edit page.

Attendees can’t buy tickets directly on Facebook for events with a eblink{repeating event schedule=>https://www.eventbrite.com/support/articleredirect?anum=346}. If you haven’t sold any tickets, go to your event’s Edit page, scroll to Step 1: Event Details, then hit “Cancel repeating event schedule.” If you’ve sold tickets, 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}. Then eblink{copy your event=>https://www.eventbrite.com/support/articleredirect?anum=3268} and cancel the repeating event schedule on the copied event’s Edit page. You can either set up an event listing for each individual date or eblink{create a separate ticket types for each date=>https://www.eventbrite.com/support/articleredirect?anum=3999}.

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

NOTE: Selling a large number of tickets on 2 event listings for 1 event can complicate check-in because the Eventbrite Organizer app only allows a device to scan tickets from 1 event listing at a time.

— Tickets have access codes/public discounts.

Screenshot of an access and public discount code under "Discount & Access Codes" on the Manage page of an event.
Screenshot of an access and public discount code under "Discount & Access Codes" on the Manage page of an event.

You can’t sell ticket types with eblink{access codes=>https://www.eventbrite.com/support/articleredirect?anum=3295} or eblink{public discounts=>https://www.eventbrite.com/support/articleredirect?anum=3229} directly on Facebook. Tickets with eblink{coded discounts=>https://www.eventbrite.com/support/articleredirect?anum=4034} 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 1 other free or paid ticket type that’s not hidden.

— You haven’t created an official Facebook Page.

You have to add your event to a eblink{Facebook Page=>https://www.facebook.com/help/282489752085908} — not your personal user profile or a eblink{Facebook Group=>https://www.facebook.com/help/155275634539412}.

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} on Facebook.

— Permission Issues / Not an “Admin” of the Facebook Page.

Screenshot of the Page "Page Roles" on Facebook within a Facebook account user's settings.
Screenshot of the Page "Page Roles" on Facebook within a Facebook account user's settings.

You have to eblink{be an “Admin” on your Facebook Page=>https://www.facebook.com/help/323502271070625/} to publish to Facebook.

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.

— Your event is longer than 4 months.

If the start and end date of your event are more than 4 months apart from each other, it won’t qualify. eblink{Change your event's start and end time=>https://www.eventbrite.com/support/articleredirect?anum=3453} on the Edit page (under Step 1: Event Details).

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

— Merchandise/additional items are for sale.

If you’re eblink{selling additional items through your order form=>https://www.eventbrite.com/support/articleredirect?anum=3443}, you can’t let attendees checkout directly on Facebook. To turn off merchandise, go to your event’s Manage page, click “Order Form,” and scroll to Additional Items. Click the trash icon next to all the items you’re selling and hit “Save.”

EXAMPLE: Screenshot of a merchandise item (a t-shirt) for sale within Eventbrite's checkout flow.

— Custom questions / waiver won’t appear on Facebook.

If you collect additional information, eblink{custom questions=>https://www.eventbrite.com/support/articleredirect?anum=3231}, or enabled a eblink{waiver=>https://www.eventbrite.com/support/articleredirect?anum=3344} on the order form, you can still sell tickets with our Facebook tool, but you can’t collect this additional information from attendees who buy their tickets directly on Facebook.

NOTE: You can’t send marketing emails to attendees who weren’t already in your database before purchasing a ticket on Facebook. That said, you can send these attendees emails related to event logistics, like cancellations or refunds. eblink{Check out the Note in Step 5 here=>https://www.eventbrite.com/support/articles/en_US/How_To/how-to-publish-your-eventbrite-event-to-facebook-and-sell-tickets#5} 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.