This guide can help you get past roadblocks if your Facebook or Instagram channel becomes disconnected, if we can't find a specific Facebook Page or group you're trying to connect, or if you encounter an "unknown" error or any permissions errors.
You’ll find steps to refresh the connection between Buffer and Facebook or Instagram below, but we’ve also laid out some troubleshooting steps that could prevent you from having to refresh at all. We recommend trying these first.
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, click Business integrations on the left hand side (or click this link).
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. Refer to this video to see how to expand those sections and see all of your 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.
Removing Buffer from Business Integrations in Facebook and refreshing 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 disconnect 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).
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 with a check box at the bottom. Leave both checkboxes unticked and then click Remove.
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.