This guide addresses the most common issues TrollWall users encounter when working with Facebook Page integration and provides step-by-step solutions.
Missing Comments in TrollWall
Issue: "I cannot see some comments in TrollWall, why?"
There are several reasons why comments might not appear in your TrollWall dashboard:
Facebook Group Sharing Limitation
Problem: When your Facebook Page post is shared into a Facebook Group, comments made on the shared post in the group are not visible to TrollWall.
Why this happens: Facebook's API restrictions prevent third-party applications like TrollWall from accessing comments made on shared content within private or public groups, even when the original post comes from a Page you manage.
Solution:
Comments on the original post on your Facebook Page will still be moderated normally
Monitor group discussions directly on Facebook if community engagement in groups is important to your strategy
Consider posting directly to relevant groups (if you're an admin) rather than relying on shares for better moderation coverage
Facebook Collaborative Posts Limitation
Problem: Comments are not visible in TrollWall for collaborative Facebook posts where your connected Page is a collaborator but not the initiator of the collaborative post.
Why this happens: Facebook internally assigns ownership of collaborative posts to the initiating Page. TrollWall can only access and moderate comments using the access token of the post owner. Even though your Page appears as a collaborator and the post shows on your Page, Facebook's API treats the initiating Page as the sole owner for moderation purposes.
Note: Unless the initiating Page also uses TrollWall AI, we cannot use your Page's access token to moderate comments on that post.
Solution:
For future collaborations: Coordinate with collaboration partners to ensure the initiating Page has TrollWall AI connected
For existing collaborative posts: Only the initiating Page can moderate comments through TrollWall AI
Alternative approach: Monitor collaborative posts directly on Facebook if the initiating Page doesn't use TrollWall AI
Business coordination: Include TrollWall AI compatibility in your collaboration planning discussions
"Unread" Filter is Active
Problem: You have the "Unread" filter enabled in TrollWall, which hides comments that have been marked as "Read."
Why this happens: Comments are marked as "Read" when:
You manually mark them as read in TrollWall
A team member marks them as read
You reply to the comment through TrollWall (both the original comment and your reply become "Read")
You take any moderation action on the comment (like, hide, etc.)
Solution:
In the Comments section of TrollWall, locate the filter options
Check if "Unread" filter is selected
Remove the "Unread" filter to see all comments
Connection Issues
If comments are consistently missing, verify your Facebook Page connection:
Check for yellow warning triangles next to your account name in Social Accounts
Ensure you have full admin access to the Facebook Page
Verify TrollWall has proper permissions (see our connection troubleshooting guide)
User Blocking Issues
Issue: "I blocked a user, but on Facebook I can still see their old comments not hidden. Why?"
Understanding TrollWall's blocking behavior: When you block a user through TrollWall, the system applies moderation rules differently than you might expect.
How User Blocking Works
Forward-looking moderation: Blocking a user primarily affects their future comments, not their entire comment history.
What happens when you block a user:
All new comments from the blocked user will be automatically hidden
TrollWall also hides several of the user's most recent comments (typically posted within the last few hours or days)
Older comments from before the blocking action may remain visible
Additional Facebook-Specific Considerations
Business Manager Restrictions
If your Facebook Page is managed through a Business Manager account:
Ensure the person connecting TrollWall has appropriate admin access
Make sure your Business Manager account is not restricted by Meta.
Getting Help
When to Contact Support
Contact TrollWall support if you experience:
Consistently missing comments that should appear in TrollWall
Blocked users whose new comments are not being hidden
Unusual patterns in comment visibility or moderation behavior
Questions about Facebook's specific API limitations affecting your workflow
Information to Include
When contacting support, provide:
Screenshots of the issue (comments visible on Facebook but missing in TrollWall).
Note: Please make the screenshots to include as much of the screen as possible. Being able to see URL, time when the screenshot was take and other details helps our team to diagnose the issue
Facebook Page name and TrollWall account details
Timeline of when the issue started
Specific examples of comments or users affected
Confirmation that you've checked filter settings and connection status
Self-Service Solutions
Before contacting support:
Review your comment filters and read/unread settings
Verify your Facebook Page connection status in Social Accounts
Check that you have proper admin permissions on the Facebook Page
Confirm the issue isn't related to Facebook Group sharing or collaborative posts
Understanding these Facebook-specific behaviors helps you maximize TrollWall's effectiveness while working within the platform's technical limitations.