For a week, when I've gone to Notifications for the Page I admin, I just get a message that says, "Sorry, something went wrong. We're working...

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Customer

For a week, when I've gone to Notifications for the Page I admin, I just get a message that says, "Sorry, something went wrong. We're working on getting this fixed as soon as we can." Facebook isn't answering reports about the issue. What is happening and is there any way to fix it? Not responding to mentions is beginning to damage our reputation.

Last updated
Byron Narciso
Facebook Expert

Hello and welcome to ExpertHelp.com! My name is Byron Narciso and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Facebook nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

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Customer

I'm ready now.

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Byron Narciso
Facebook Expert

Hi Joel

I believe we have spoke before with regard to your case and I endorsed the ticket to another Expert for a second opinion. Were you able to speak to another Expert or was the ticket refunded? 

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Customer

It was refunded. Unfortunately, this is a NEW problem. There may be nothing to do except wait to see whether Facebook ever responds to my reports, but I thought I'd check in since it was helpful talking to you last time even though the problem wasn't ultimately solved.

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Byron Narciso
Facebook Expert

The error "Sorry, something went wrong. We're working on getting this fixed as soon as we can" Is an internal error from Facebook  . When did report the problem? Have you check the support inbox for the status? 

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Customer

I've reported it several times over the last week. There's been no reply in the support inbox—it just says "submitted." (By the way, I submitted a report about the problem you and I spoke about before and got the form "Thanks for reporting, we'll use this to make Facebook better" message, so not much hope of any fixes there.)

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Byron Narciso
Facebook Expert

Alright. I would assume you reported the problem by selecting the report a problem optoion and selected  the "something isnt working  together with your screenshot of the problem? 

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Customer

Yes.

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Byron Narciso
Facebook Expert

Unfortunately, if its an internal problem like there's a broken feature it will be fixed automatically but are you the only admin  who experienced this problems? 

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Customer

No—all of us do. So it's not my settings or anything peculiar to me.

Two questions:

1. In your experience, do problems like this get fixed?
2. If so, in your experience, roughly how long has fixing them tended to take?

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Byron Narciso
Facebook Expert

I suggest all admins  continously report the problem everyday to let facebook know that the ticket is still open for your reports and it must be the same for all admins   and must submit  screenshots and not only a general feedback repprting

Yes, but it does take while. I have seen problem like this before and the longest was 3 months but most of the time a couple of weeks for a broken feature to be restored  

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Customer

Got it. Okay, thanks for your help. I really hope that it gets fixed soon—not being able to respond to mentions is damaging our reputation.

Have a good weekend.

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