Troubleshoot an Instagram business connection

  

When connecting an Instagram business profile to Hootsuite, you may encounter one of the following errors. Follow the steps in this article to resolve these common issues.

Facebook Page permission error

“Sorry, you need to be an Admin or Editor of the connected Facebook page”

An error message, with informational text and the option to Try Again

To resolve this issue, do the following:

  1. Confirm that you have logged into the correct Facebook account.
  2. Confirm that your Facebook account is set as an Admin or Editor of the Facebook Page associated with the Instagram business profile you are trying to add to Hootsuite:
    1. In Facebook, navigate to the Facebook Page.
    2. Select Settings in the top right.
    3. Select Page Roles in the list on the left.
      Sample Facebook account Settings page with Page Roles selected
    4. Scroll down to Existing Page Roles to see a list of Facebook users who have permissions to manage some part of the Page, and what their role is. The role must be Admin or Editor to successfully enable full functionality in Hootsuite. Only Admins can update Page roles.
      Learn more about Page roles

Can't find a connected Facebook Page

“Is this the Instagram account you want to connect?”

A troubleshooting prompt, with informational text, and the option to select Yes or No

This error appears when Hootsuite can't find an Instagram account properly connected to a Facebook Page. Follow the prompts in the troubleshooting flow in the dashboard. It walks you through verifying that you're signed in to the right Instagram account, then that you're signed in to the right Facebook account, and then checking the connection between the two.

If you get to the final screen in the troubleshooting flow, you'll see: "It looks like this account isn't connected to a Facebook page." Follow the steps below to resolve the issue.

To resolve this issue, do the following:

  1. Confirm that you have logged into the correct Facebook account associated with the Instagram business profile.
    • In Facebook, navigate to the Facebook Page.
    • Select Settings.
    • Select Instagram to confirm the connected Instagram profile.
      Only one business profile can be associated with a single Facebook Page and vice versa.
      Sample Instagram account Settings page with Instagram selected
  2. If the accounts are connected correctly, confirm that you’ve granted Hootsuite full permissions to that Facebook Page.
    • Go to the Business Integrations page in your Facebook account settings.
      Or select the downward arrow  in the top right of your Facebook account, select Settings, and then select Business Integrations.
    • Select View and edit in the Hootsuite app.
      Hootsuite Business integration page, with the View and edit option highlighted next to Hootsuite
    • Scroll down to Manage your Pages, select the box next to the Page that's connected to your Instagram accounts, and then select Save.
      The Manage your Pages section, showing check boxes for sample business pages and the Save button
    • Return to the dashboard and resume setup of your Instagram profile.

Defaulting to the wrong Instagram account

Hootsuite connects automatically to any social accounts you’re currently signed in to in your browser, so you may not always be asked for a specific email and password. This includes any social accounts you’ve signed in to for authentication with Hootsuite.

Unfortunately, we don’t have a way of signing you out of each account automatically, so you may keep seeing the dashboard default to your original Instagram account when you try to add or reconnect a second Instagram account to Hootsuite.

To resolve this issue, do the following:

  1. Open a new browser tab.
  2. Navigate to Instagram.com and sign out.
  3. Navigate to Facebook.com and sign out.
  4. Return to the Hootsuite dashboard and proceed to add or reconnect your next Instagram account.
  5. Repeat steps 1 - 4 before adding/reconnecting each new Instagram account.

Refresh your Instagram/Facebook connection

If you’ve confirmed which Facebook Page is associated with the Instagram business profile you’re adding to Hootsuite (see above), and you've confirmed that the Facebook user you’re authenticating with in Hootsuite is an Admin or Editor of that Page (see above), there is likely an issue with the connection between your Instagram account and Facebook Page.

Use the following steps to refresh the connection:

Important: This procedure disconnects from Hootsuite all Facebook profiles, groups, and Pages authenticated with the same credentials. It requires reconnecting each one.

  1. Go to the Business Integrations page in your Facebook account settings.
    Or, select the downward arrow  in the top right of your Facebook account, select Settings, and then select Business Integrations.
  2. Select the box next to Hootsuite and then select Remove.
  3. Select Remove again to confirm.
    A Remove Hootsuite confirmation message, with the Remove button highlighted
  4. Navigate to the Facebook Page that should be associated with your Instagram business profile.
  5. Select Settings in the top right.
  6. Select Instagram in the list on the left.
  7. Scroll to the bottom of the page, and select Disconnect.
    A portion the Settings page showing the option disconnect an Instagram account
  8. Select Disconnect again to confirm.
  9. Remain on the same page and select Connect Account to reconnect the Instagram business profile to the Facebook Page.
  10. Enter your Instagram username and password, and then select Log In.
  11. If your Instagram business profile is not currently added to Hootsuite, see Add an Instagram account to Hootsuite.
    If your Instagram business profile is added to HootsuiteRetry enabling full Instagram functionality.
In this article
Was this article helpful?
16 out of 113 found this helpful