Experiences Support

Troubleshooting: Missing Instagram Business Accounts

This article describes what to do if you cannot select your desired Instagram Business Account when creating a new Instagram Hashtag, Account or Photo Tag feed. Facebook and Instagram have made many major changes over the course of 2018 and 2019 to better protect their users' data and privacy and, among other changes, introduced new authentication requirements described below:

New authentication requirements

Today, users can authenticate Instagram feeds using their personal Instagram account or their company's Instagram account. With the new Instagram Graph API, in an effort to protect users and their data, Instagram only allows users to authenticate feeds under the following conditions:

  • You need to sign-in using a Facebook account
  • The Facebook account must be assigned a role on a Facebook page
  • The Facebook page must be associated with an Instagram Business Account

This workflow mostly impacts the feed creation process for Instagram content and data feeds but also will also impact connecting an Instagram channel as well.

Missing Instagram Business Account 

Despite following the steps above, some users have reported that they cannot find the connected Instagram account in the feed set up screen: 

Screenshot_2019-09-24_at_16.35.20.png 

This scenario may occur if you have previously not granted permission to the Wayin app (Used in the Cheetah Experiences platform) to manage your Facebook page, but at that time, your Instagram Business Account was not associated with your Facebook page. 

How to check the Wayin app access permissions on Facebook

As we cannot request the permissions repeatedly, users who are having trouble finding their connected Instagram Account in the feed set up screen should follow these steps: 

  1. Go to Facebook "Business Integrations"
  2. Find the Wayin FB App and click on "View and edit"

    Screenshot_2019-08-28_at_14.06.48.png
  3. In the next screen, you should be able to grant and revoke access per account. Make sure that you grant permissions to all Instagram Business Accounts that are connected to your Page that you wish to use in the Experiences Platform. It will need to be done for two permissions - access profile & posts and manage comments:

    • Access profile and posts from the Instagram Business Account connected to your facebook pages:

      instagram_basic.png
    • Manage comments for the Instagram account connected to your Page:

      instagram_manage_comments.png
  4. Now you can return to the Experiences platform and set up your Instagram feed.
  5. Your desired Instagram Business Account should now be available.

Further Troubleshooting

If you've checked that Wayin app has all the required access permissions to your Fanpage and Instagram Business Account, but are still having trouble seeing your Instagram account to connect or authenticate a feed, you can try these additional steps.

1. Connecting your Instagram Business Account to a different Fanpage

You can try disconnecting and reconnecting your Instagram Business account to another Fanpage that you're an Admin for with the following steps:

  1. Open your current Fanpage, open Settings and move to Instagram.
  2. Scroll to the bottom on the right, and click Disconnect.
  3. Move to the new Fanpage and open the same area, Settings > Instagram.
  4. On the right, click Login and enter your Instagram account details
  5. Once you have logged in successfully, the details of the connected account will be shown.
  6. Re-try connecting your Instagram channel or activating an Instagram feed.

If you continue to have problems, move on to the last option below.

2. Revert your Instagram Account to Personal, then back to Business

Warning: Instagram Insights Data Will be ErasedThere is a recognised Facebook issue that affects the visibility of some Instagram Business accounts after you've connected them to your fanpage, the steps to resolve the problem will result in the loss of all insights data in your Instagram Business Account, this can be problem if you run paid promotion or use the insights data for tracking purposes. the Experiences platform does not use this insights data.

As a last troubleshooting step, Facebook states that you should switch your Instagram Account back to a Personal one and then back to Business.

  1. Open Instagram on your mobile device (The mobile app).
  2. Tap Settings, then tap Switch to Personal Profile.
    Once confirmed your insights data will be erased
  3. Once you have confirmed this, switch back again to a Business Profile
    (also covered in this article on Facebook).
  4. When complete, re-check to see if your Instagram Business account is now available.