If Osortoo is not retrieving comments from your Facebook post, the issue usually comes from missing permissions, Page access problems, post type limitations, or API restrictions. You can follow the steps below to identify and fix the problem.

1. You may not be an Admin of the Facebook Page

Osortoo can only retrieve comments from Pages where your Facebook profile has Admin access.

How to check your role

Facebook Page → Settings → Page Roles
Confirm your profile is Admin.

Roles such as Editor, Moderator, or Advertiser do not provide the permissions needed to retrieve comments.

2. Facebook permissions are incomplete or outdated

If some permissions were denied, removed, or skipped when you first logged in, Osortoo cannot access the comments on your posts.

Fix

1. Go to facebook.com/settings
2. Open Business Integrations
3. Find Osortoo
4. Remove it
5. Return to Osortoo and reconnect
6. Accept all requested permissions

Skipping any permission will prevent comment collection.

3. You selected the wrong Facebook Page

If you manage several Pages, you may have selected the wrong one during Facebook login.

Fix

Reconnect and choose the Page where the giveaway post is published.

4. The post is not public or has audience restrictions

Osortoo can retrieve comments only from public Facebook posts.
The following settings block access:

• age restrictions
• country restrictions
• audience limit tools
• private or “friends-only” posts
• posts limited to certain groups or audiences

Solution

Open the post → set it to Public.

5. The post type is not supported

Osortoo retrieves comments from:

• standard Facebook Page posts
• boosted posts
• image posts
• video posts

Osortoo cannot retrieve comments from:

• personal profile posts
• group posts
• story comments
• Facebook Reels comments
• event posts
• private or unpublished posts
• scheduled posts not yet published

Make sure your giveaway post is a public Page post.

6. Comments made by certain users may not be retrievable

Facebook does not allow access to comments:

• from users who restricted their privacy settings
• from profiles blocked by the Page
• from deleted or hidden comments

These comments will not appear in Osortoo.

7. Your Facebook session expired

An outdated session can block Osortoo’s access to comments.

Fix

• Log out of Facebook
• Close your browser
• Log in again
• Reconnect Osortoo

8. Browser settings or extensions are blocking Facebook scripts

Comment loading can fail if:

• cookies are disabled
• pop-ups are blocked
• privacy extensions block Facebook APIs
• VPN or ad blockers interfere

Try:

• enabling cookies
• disabling extensions
• using an incognito window
• switching to another browser (Chrome recommended)

9. Facebook API delays or rate limits

Facebook sometimes delays or limits data retrieval, especially on posts with:

• high engagement
• many comments
• comments posted very recently

Solution

Wait 2–10 minutes and try again.

10. The post was edited or replaced recently

If the post was updated, replaced, or had its settings changed after being published, Facebook may temporarily block comment access.

Fix

Give Facebook a few minutes to refresh the post, then retry.

Summary

Osortoo cannot retrieve Facebook comments when permissions, Page roles, post settings, browser settings, or Facebook restrictions block access. To fix the issue:

1. Verify you are Page Admin
2. Reset Facebook permissions
3. Choose the correct Page
4. Ensure the post is public
5. Avoid unsupported post types
6. Check privacy settings and browser settings
7. Refresh your Facebook session
8. Retry after a short delay

These steps solve the majority of Facebook comment loading issues.