⚡️ You're in the right article if you're…
- not seeing your Facebook or Instagram channel come up as an option to connect to Buffer.
- encountering an "unknown" error or a permissions error.
- looking to prevent your Facebook or Instagram from disconnecting from Buffer in the future.
Sometimes the simple channel refresh we walk you through in our Refreshing a channel in Buffer article doesn’t do the trick when troubleshooting the connection between Buffer and Instagram or Facebook.
There are a few aspects that need to be in place for Buffer to connect and post to Facebook or Instagram. Below, we’ve shared a checklist to help you get all of the necessary settings in place for a strong connection.
OK, so what will you get from the deal?
- Connect the Facebook and Instagram channels you need to,
- Fewer errors and failed posts,
- Fewer channel disconnects,
- Less time playing “fix-it” and more time being creative!
This article contains the following sections:
- Checking your admin status
- Checking your Facebook connection permissions
- Removing Buffer from Facebook and refreshing the connection
📝If you're trying to refresh your Instagram business account and you're seeing an error that says: "Sorry! We had trouble finding the Facebook Page connected to your @profile-name Instagram profile" please head over to this troubleshooting guide.
Checking your admin status
First, we’ll need to make sure your personal Facebook profile is an admin on the Facebook Page that you want to connect or refresh or that is linked to the Instagram channel you want to connect or refresh. Facebook is currently in the middle of releasing their Business Suite experience, so we recommend heading to this article to work through how to check your page role status.
Once you’ve checked that guide and you’re confident your page role is correct, you can move to the section below to check your permissions.
Checking your Facebook connection permissions
Incomplete permissions are a common reason for connection issues and “unknown” errors when sending posts. Follow these steps to get things back on track.
Log into the Facebook personal profile that is an admin on the Facebook Page.
Click on the small drop-down arrow at the top right of your screen and then click Settings & privacy > Settings. From there, scroll down and click Business integrations on the left-hand side (to access your Business Integration settings directly, click this link ). Please note that these settings are found on your Facebook profile and not within the Facebook Page settings, so you must be using Facebook as your profile to access them.
Find Buffer in the list of integrations and click View and edit.
In the pop up window, we need to ensure that all Facebook Pages are checked in all sections as shown below. Each section may need to be expanded by clicking See all Pages.
📝 Note: If you don’t see any individual Pages listed in the following screens, it means that you’ve previously granted Buffer permissions to access all Pages, which is the ideal setup. In this case, you won’t need to check any Pages here, and instead, you’ll need to reestablish the authorization by following the steps in the next section.
After selecting all Pages, click Save.
After that’s done, try to connect or refresh your Facebook or Instagram channel again. If you’re working in the publishing dashboard, you can also retry any failed posts in your queue. If you still see errors, please refresh your connection, following the steps below.
❓ Can our Customer Advocacy team answer any questions for you? Feel free to reach out here.
Removing Buffer from Business Integrations in Facebook and reauthorizing the connection
In certain situations, Buffer will need to be removed from Business Integrations in Facebook in order for you to re-establish the authorization between Buffer and Facebook. Please follow these steps to refresh.
📝 It's important to note that this will revoke the access token for any existing Facebook and Instagram channels you have connected to Buffer and those will need to be refreshed. Refreshing your Facebook or Instagram channel will not remove any posts already in your queue in Buffer Publish. These steps only re-establish your connection.
In Facebook, click on the small drop down arrow at the top right of your screen and then click Settings & privacy > Settings. From there, click Business integrations on the left hand side (or click this link). Please note that these settings are found on your Facebook profile and not within the Facebook Page settings, so you must be using Facebook as your profile to access them.
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.
A window will pop up asking if you want to remove Buffer. Click Remove. Note: this will delete the Buffer app within Facebook, not your Buffer account.
Then, head back over to to Buffer and try your connection again. When you are connecting or refreshing your Facebook or Instagram channel, please be sure to accept all permissions and all Pages (even Pages not connected to Buffer) during the authorization process.
📝 You'll notice an option to "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 it will not be possible to connect your Instagram channel.
Need help connecting or refreshing your Facebook or Instagram channel?
After you’ve completed your troubleshooting steps you can connect or refresh your channel.
- If you are refreshing your channels, please see this guide. You can then retry any failed posts in your publishing dashboard.
- If you are connecting Facebook or Instagram for the first time, please see this guide.
⚠️ If you're really stuck, and need to focus on publishing to your Instagram account, here's a workaround that we can suggest. Switch the Instagram channel to a personal profile, which would disconnect the Instagram account from Facebook, and then switch it back to a Business profile. This will prompt Facebook to ask you to re-link to a Facebook Page, and in doing so, you can use a completely different Facebook Page, that you do have full admin access and ownership of. You could also create a new Facebook Page just for this purpose and not even publish it. Your Instagram audience wouldn't be aware of this new Facebook Page, as the Instagram account has no default public connection or link to it. We know this is far from ideal and doesn't solve the fundamental issue about the Facebook setup and admin issues, but it may be worth considering as a way to get on with your work.