[Publish] Troubleshooting Instagram connections

IN THIS ARTICLE
Summary Troubleshooting
Reconverting to a Business Profile

Summary

Unfortunately, connecting Instagram accounts can be a bit tricky due to restrictions and complications with their API, coupled with the fact that there are two separate processes to set up here, both Reminders and Direct Scheduling. There are two errors you might come across when trying to connect your Instagram account.

"Sorry! We had trouble finding the Facebook page connected to your @profile-name Instagram profile. Please try again, and double check you're signing in with the right Facebook account."

"Whoops, you don't appear to have any Instagram profiles connected to that Facebook account."

Troubleshooting

Please ensure you take the time to follow this these troubleshooting steps precisely, as there are some crucial steps to cover in order to get things up and running successfully.

First, check that your Instagram Business Profile is properly connected to a Facebook Page:

1

Open the Instagram app on your mobile.

2

Head to Settings.

3

From the list of options, tap Account and then tap Linked accounts.

4

You should see your Facebook Page listed there.

5

If you see your Facebook Page listed, there, please jump to the next step below. If you don’t see your Facebook Page listed there, that is very likely the reason you’re seeing the error. In this case, you’ll need to switch your Instagram account back to a personal profile and then reconvert it to a business profile, ensuring you link it to a Facebook Page this time. Jump here for steps on reconverting your Instagram account to a business profile.

Second, please ensure you have the Admin Role on the Facebook Page that is connected to your Instagram account:

6

Head over to Facebook and navigate to the Page that is connected to your Instagram account.

7

Click Settings at the top of the Page and then click Page roles on the left hand side.

8

You’ll need to see your own personal profile listed as an Admin under the "Existing Page Roles" section. If you have any other Role, then you will not be able to authorize the connection to Buffer Publish. In this case, you'll need to get in touch with your Page Admin and ask them to grant you the Admin Role, or alternatively, have them connect the Instagram account to Buffer Publish instead.

Third, if there is a Facebook Page connected to your Instagram account and you do have the Admin Role on that Page, then this is likely a permissions issue.

Please note, completing the next set of steps will result in the disconnection of any Facebook Pages and Instagram accounts you currently have connected. You can find guidance on resolving this after step 12.

9

Head over to Facebook and navigate to Settings and then Business integrations (or click this link).

10

You should see Buffer listed in the integrations area. This will need to be removed in order to continue. Tick the check box and then click Remove.

11

Leave the check box unticked and then click Remove.

Why do I need to do this?

When you're connecting your Instagram account, you'll see a step to authorize Buffer to access your Facebook account, as shown here. At this stage, it's crucial that you click OK, and not Choose what you allow.

This option is required to be shown in this step due to Facebook's guidelines, but modifying any of the permissions here will mean that we are not able to authenticate with Facebook and your Instagram account will not be connected. By removing Buffer from Business integrations here, you'll be able to reauthorize Buffer to use your Facebook account and ensure you're not modifying the permissions this time.

12

Finally, head back over to Buffer Publish and try connecting your Instagram account again, being sure to follow the steps in this guide carefully.

Removing the Buffer app from the Business Integrations settings in Facebook, will also disconnect any Facebook Pages and Instagram accounts you currently have connected.

Facebook: You will need to reconnect one of your Facebook Pages in order to re-establish this authorization. You should see a prompt to do so. If you don't see this prompt, click Settings > Reconnect. If you have multiple disconnected Facebook Pages, and they were all authorised through your own personal Facebook Profile, reconnecting one of them, should also reconnect the rest.

Instagram: The access tokens work differently for Instagram accounts than they do for Facebook, so unfortunately, each Instagram account would need to be reconnected individually.

Reconverting your Instagram account to a Business Profile

Please note, your Insights will be lost when converting your Instagram account back to a personal profile. You may wish to read and save your Insights before converting.

If your Instagram account is currently a Business Profile without a Facebook Page properly connected to it, you will need to switch it back to a Personal Account and then reconvert it to a Business Profile.

1

Open the Instagram app on your mobile.

2

Head to Settings.

3

Tap Switch Back to Personal Account.

4

Head over to Facebook and navigate to the Page that you would like to be connected to your Instagram business profile.

5

Click Settings at the top of the Page and then click Instagram on the left hand side.

6

If there is already an Instagram connected to the Facebook Page, go ahead and disconnect it by clicking Disconnect at the bottom of the screen.

7

Once you've disconnected the Instagram account (or if there wasn't one already connected), click Log In towards the top of the screen (screenshot here).

8

Enter your Instagram username and password.

9

You'll see a pop up window prompting you to set up your Instagram Business Profile (screenshot here). Follow the on-screen instructions. If you've dismissed the pop up window, click Get Started to the right of "Switch to a business profile" (screenshot here), and then follow the on-screen instructions.

10

Finally, head back over to Buffer Publish and try connecting your Instagram account again, being sure to follow the steps in this guide carefully.

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