Background on why this can happen
Motion makes a lot of requests to Meta's API to pull detailed data for your reports.
While we carefully built the app to optimize against reaching API limits, on occasion the way that you've setup Motion or use your accounts may result in the limit being reached and a one hour time out from the Motion.
Here's why it can happen and how you can avoid it. ⬇️
What causes accounts to hit the API limit?
Meta does not report what causes individual accounts to hit the API limits, however we do know that it will occur for one of two reasons:
A user has made too many or too-large API requests in a given period of time
An app has made too many API requests in a given period of time
From what we've seen, the former case is the only one which has occurred on Motion so far - and fortunately can be avoided with a bit of troubleshooting.
Likely causes (and how to fix them)
A single Motion account is being shared between multiple people.
Each user in Motion has to connect their personal Facebook account before accessing reports. This spreads the # of API calls across multiple users.
When a team shares a single Motion account, it leads to more requests being made on one profile and (even worse) concurrent requests being made at once (i.e., two people loading different reports at the same time). This leads Meta to block requests from that account for a certain period of time.
Rather than sharing a single user profile, you should invite each member of your team to Motion with their own profile.
A single Motion account is the syncing user for too many Facebook ad accounts
When a user connects a Facebook ad account to a Motion workspace for the first time, that user becomes the syncing user for that account. Now, all background syncing processes will run on that user's Facebook account.
This is not usually an issue, but if one user has connected too many ad accounts it can overwhelm the system and cause API limits to be reached.
As a general rule, we recommend a single user connects no more than 15 ad accounts to Motion through their Facebook user.
If you need more, we suggest that another Motion user uses their Facebook user for the next 15, and so on. If you need help, please reach out to our support team and we can change the syncing users in your organization.
Another app contributing to API limits
Other apps such as Supermetrics contribute to Meta API limits. If you have one personal Facebook account connected to multiple ad accounts on both Motion and another app, the syncing demands from the other app can contribute to hitting API limits on Motion.
Same as above, we suggest using multiple Facebook accounts to spread the API load across multiple users and mitigate the risk of hitting limits.