Requirements
Facebook enforces several policies for users who are going to stream on their platform, and you will need to ensure that you are complying with these policies; otherwise, you risk Facebook taking your account and your church's page down without warning or recourse.
When connecting a Facebook account to Subsplash Live, you must use a Facebook account belonging to a real, living person. Accounts with fake placeholder names or names like "first name: First" and "last name: Baptist Church" are not permitted by Facebook and are at risk.
This real, living person's account can then be the owner of a Page for your church, which can be named however you'd like. When you stream through Subsplash Live to Facebook, your stream can be sent directly to that page; the important thing is simply that the personal account is facilitating that connection.
To stream on Facebook by any means, your account's profile (or Page, if you have created one for your church) must be at least 60 days old and must have at least 100 followers. Enforcement of this policy begins on June 10th, 2024.
There are other methods of following a profile or page, but "liking" a profile or a page automatically follows that page and is the easiest method for most people. Therefore, encourage your members to like your page if they haven't already done so!
Establishing the account connection:
Head to the Media section of the Subsplash Dashboard.
Navigate to settings at the bottom left-hand side of your page.
Click "Connect Facebook" at the bottom of the page.
You will be prompted to sign in with your account and grant permission for the Subsplash LIve system to publish to your Facebook page on your behalf. Be sure to approve all requested permissions!
If the connection succeeds, you will then be redirected back to your Subsplash Dashboard. and no errors will be shown; however, if an error is shown at this point, please review the troubleshooting steps below.
Enabling syndication on a stream:
Create a new Live Stream or open an existing upcoming live stream for editing. Alternatively, create or edit a repeating live stream template in order to enable syndication on all the streams connected to that template.
Locate the "Syndication" menu and toggle Facebook syndication on.
Use the destination selector to choose a destination from the eligible destinations which can be accessed through your connected Facebook account. Eligible destinations should include your account's personal profile and any pages for which you have the "content" permission. If you do not see your desired page, please review the troubleshooting steps below.
Confirm your choices by clicking the blue "save"/"schedule" button in the upper-right corner.
Additional Information
Your stream won't appear on Facebook in advance the way it does in the Subsplash ecosystem; rather, it will appear at the scheduled start time or the time the feed from the encoder is received by Subsplash, whichever is later.
Note that there can be a delay of up to 2 minutes for a syndicated stream to be established, so make sure to start a few minutes early if there is important content in the first couple minutes of your stream that you don't want your Facebook audience to miss.
Troubleshooting
Facebook is an ever-evolving landscape, and there are many factors that can disrupt the connection between Subsplash Live and your church’s Facebook page, and also between your personal Profile and your church's Facebook Page. Because of the fact that Facebook’s internal mechanisms have been in almost constant change for multiple years, our best approach to helping you resolve account connection issues with Facebook is to document and share all known and/or suspected factors to the best of our ability. Like Facebook, this article will evolve as we get new information from clients and find new solutions.
Note: it is generally best to do all troubleshooting in an incognito or private window in your browser.
Ensure you meet Facebook's requirements for live-streaming
Your Facebook destination (your personal profile or your church page) must have at least 100 followers.
Your Facebook destination must be at least 60 days old.
You have at least the "content" permission on your destination page.
Check to make sure Facebook is not having issues
If you would like to check if the issue has been reported by Facebook, you can do so here. Not all issues on Facebook's end will be reported here, but this is a good way to see if you are experiencing a widespread issue.
Verify your Facebook email address for your personal profile
Email confirmation now lives in the Accounts Center. Here is a short video about this process!
Within the Dashboard, the below error is most commonly thrown because of the above email issues.
"{"errors":[{"code":"internal","detail":"internal server error"}]}"If you have verified your email and added it to the Meta Business Suite and are still receiving this error, reach out to the Support Team!
Verify that you have the correct permissions for both your page and the Meta Business Suite
This is the most common issue that prevents syndication to your Pages, and it comes down to problems with the permissions structure between the New Pages Experience and the Meta Business Suite. Here is a short video of how to resolve this issue.
In short, the steps that will need to be taken are:
Log out of your Facebook account in the Subsplash Dashboard.
Remove the Subsplash Live business integration within the Facebook Dashboard.
Add a new user to both the Facebook Page and Meta Business Suite as an admin with full control
Remove the original user from both the Page and Meta Business Suite, and then have the other admin(s) re-invite them to the account on both.
Open an incognito/private window and attempt to log into Facebook via the Subsplash Dashboard for syndication.
Note: Another user must be added to the New Pages Experience and Meta Business Suite, or you risk losing access to both accounts. Do not proceed to remove a user without adding another one first.
Check if your account is in good standing with Facebook
Ensure there are no suspensions, community guideline infractions, copyright strikes, or notifications from Facebook about your account standing. These things can cause your Page to be ineligible for live-streaming functions.
Try a different account
Since a Facebook page allows multiple users to manage it, it's often easiest to make the connection with a different Facebook account altogether instead of fighting all the different permission rules. Check to see if someone else on your team can sign into Facebook, it's not likely two accounts will run into the same error.
After checking this list, if your Facebook syndication is still not working, please contact our Support Team. If you receive any error messages before or after going through these steps, please screenshot them and attach them to the ticket you submit! We will go through these steps again together with you to ensure that no detail has been missed, and then we can help you investigate the root cause of the connection issue!