Troubleshooting Instagram connections

Connecting your Instagram Business Profile and enabling Direct Scheduling can sometimes prove to be a little tricky due to the more complex nature of Instagram's API. This guide aims to help with troubleshooting certain errors you might come across.

This article contains the following sections:

  1. Why you might not see your Instagram Business Profile listed
  2. When and why you might see certain error messages
  3. Troubleshooting checklist

Why you might not see your Instagram Business Profile listed

If don't see your Instagram Business Profile listed when you're working through the steps to connect your account, this will be for one of two reasons:

  • Your Instagram account has not been properly converted to a Business Profile, or
  • A Facebook Page is not properly connected to your Instagram account

Jump to this section of the troubleshooting checklist for steps to resolve.

When and why you might see certain error messages

Error 1

It seems you still don't have a Business Profile

This error occurs after clicking I've Converted It to Business in the first step of enabling Direct Scheduling if:

  • Your Instagram account has not been properly converted to a Business Profile, or
  • A Facebook Page is not properly connected to your Instagram account

Jump to this section of the troubleshooting checklist for steps to resolve.

Error 2

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.

This error occurs after entering your Facebook login credentials in the third step of enabling Direct Scheduling if:

  • A Facebook Page is not properly connected to your Instagram account, or
  • You don't have the Admin Role on the Facebook Page that is connected to your Instagram account

Jump to this section of the troubleshooting checklist for steps to resolve. If you are still seeing the same error after working through those steps, jump to this section of the troubleshooting checklist.

Error 3

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

This error occurs after clicking OK in Facebook in either the fourth step of connecting your Instagram Business Profile or the fourth step of enabling Direct Scheduling if you modify any of the permissions under "Choose what you allow".

Jump to this section of the troubleshooting checklist for steps to resolve.

Troubleshooting checklist

Ensure your Instagram account is converted to a Business Profile with a Facebook Page connected to it

  1. Open the Instagram app on your mobile.

  2. Head to Settings.

  3. From the list of options, tap Account.

  4. If your Instagram account is a Business Profile, you should see two options at the bottom of the list:

    • Switch to personal account
    • Switch to Creator Account

    If you don't see both of these options, then your account is not a Business Profile. In this case, you will need to convert your account to a Business Profile following the steps in this guide, and then try again. If you do see both of these options, then your account is a Business Profile and the next step is to check that it's properly connected to a Facebook Page.

  5. Still under the Account section in the Instagram app, tap Linked accounts.

  6. You should see your Facebook Page listed there. If you don’t see your Facebook Page listed there, this 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 Account and then reconvert it to a Business Profile, following the steps in this guide. Then, head back over to Publish and try enabling Direct Scheduling again, being sure to follow the steps in this guide carefully.

Ensure you have the Admin Role on the Facebook Page that is connected to your Instagram account

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

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

  3. 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 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 enable Direct Scheduling instead.

Remove Buffer from Business Integrations in Facebook

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 this when you follow the reauthorization steps linked below.

  1. Follow the steps in this guide to reauthorize the connection between Buffer and Facebook.
  2. After reauthorizing, head back over to Publish and try enabling Direct Scheduling again, being sure to follow the steps in this guide carefully.
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