Resolved -
Excited to announce that the Meta incident has been resolved. As a next step you must reauthenticate your Meta account to Simon.
Including a Loom video below to walk through the process to re-auth your account in Simon
https://www.loom.com/share/7af86a95cdf14d2c8a48553d08918166
Once this is done, please open up a Support Ticket in your Simon account so that we can resume your Meta syncs.
Dec 22, 18:04 UTC
Update -
Despite continued escalations and attempted workarounds to restore the app's connection, we continue to be in the same state. We recommend you continue with the manual upload workflow.
Dec 21, 14:48 UTC
Update -
Despite continued escalations and attempted workarounds to restore the app's connection, we continue to be in the same state. We recommend you continue with the manual upload workflow.
Dec 17, 17:41 UTC
Update -
Despite continued escalations and attempted workarounds to restore the app's connection, we continue to be in the same state. We recommend you continue with the manual upload workflow.
Dec 12, 17:37 UTC
Update -
Despite continued escalations and attempted workarounds to restore the app's connection, we continue to be in the same state. We recommend you continue with the manual upload workflow.
Dec 11, 17:22 UTC
Update -
Despite continued escalations and attempted workarounds to restore the app's connection, we continue to be in the same state. We recommend you continue with the manual upload workflow.
Dec 10, 17:54 UTC
Update -
Despite continued escalations and attempted workarounds to restore the app's connection, we continue to be in the same state. We recommend you continue with the manual upload workflow.
Dec 9, 21:46 UTC
Update -
Despite continued escalations and attempted workarounds to restore the app's connection, we continue to be in the same state. We recommend you continue with the manual upload workflow.
Dec 5, 20:34 UTC
Update -
Simon remains dependent on Facebook approvals to reestablish the connection. While a new authentication app has been provisioned and set to live status, we are currently blocked awaiting the necessary approvals. Despite ongoing escalation efforts, we have not yet achieved a resolution. Additionally, we have explored and exhausted multiple workarounds aimed at restoring the previous app to good standing. At this time, we continue to recommend proceeding with the manual upload process to Facebook.
Dec 1, 21:43 UTC
Update -
Simon is continuing to wait for approvals from Facebook in order to reset the connection to Facebook. Simon has provisioned a new authentication app and set it to live, but we are blocked awaiting approvals. Our attempts to escalate this have been unsuccessful, though we will continue to do so. We have also exhausted several other workarounds to try to put the previous app back into good standing. We still advise the same manual upload process to Facebook. We will continue to closely monitor this throughout the Holiday weekend.
Nov 27, 13:26 UTC
Update -
Simon has provisioned a new authentication app and set it to live, but we are blocked awaiting approvals. Our attempts to escalate this have been unsuccessful. We have also exhausted several other workarounds to try to put the previous app back into good standing. We will continue to closely monitor this and attempt to expedite, but we cannot guarantee any remediation timeline.
We advise you to continue to utilize manual segment exports used until resolved.
Nov 26, 01:15 UTC
Update -
Simon has lost access to the Facebook Marketing API, despite escalation from Simon leadership. The impact is that flows/journeys with Facebook actions are in an error state and cannot proceed until the connection has been restored. See the previous message for the workaround for time sensitive custom audiences.
Otherwise, Simon will continue to push to restore access to the marketing API and resume normal syncing operations.
Nov 25, 03:34 UTC
Investigating -
Simon submitted Facebook (Meta) required integration updates weeks ago and is continuing to wait for confirmation that our app is completely updated. Due to this pending confirmation, Simon is at risk of losing and/or having downgraded performance with Facebook. Facebook has not given a specific date on when this would happen. While we continue to escalate this with Facebook, it is important to prepare should there be connection issues this week or through the weekend.
To prepare for this impact, Simon is suggesting the following:
1. Create a segment export in Simon, adding the correct custom context fields needed (example: fn, ln, etc.)
2. Upload the list manually to Facebook -
https://www.facebook.com/business/help/170456843145568?id=2469097953376494
https://www.facebook.com/business/help/2082575038703844?id=2469097953376494
3. For existing peak campaigns that include branches and/or variants to Facebook, we ask that you isolate all Facebook-related campaigns to their own individual flow/journey. This will help ensure Facebook integration issues do not impact any Email, SMS, Push, or other paid media syncs.
To help you monitor our Facebook connection, we'll be providing updates through our status page to effectively communicate if and when Facebook shuts off our integration, at the moment it will show Facebook as operational. Simon leadership will continue to keep our team updated and will continue to escalate with Meta until this is resolved.
Nov 24, 20:28 UTC
