Troubleshooting connections and errors when engaging with Instagram comments

If you do not see your Instagram account listed in the Engagement tab, or if you run into connection issues or reply errors, try the troubleshooting steps below.

This article contains the following sections:

  1. Video Walkthrough
  2. Reconnecting your Instagram account
  3. "Connect Instagram" message when accessing the Engagement tab
  4. Failed replies and errors

Video Walkthrough

In the video below, Katie, from our Customer Advocacy team, will walk you through how to manage your social channels within Buffer's engagement tools.

Reconnecting your Instagram account

If you see that your Instagram account is disconnected under the Engagement tab, reconnect with these steps.

  1. In the Engagement tab, click on the Reconnect button shown next to the disconnected account name. This will take you to the Publishing dashboard where you manage your social channels.

    reconnect instagram under engage tab

  2. Please then follow this guide to reconnect your Instagram account.

"Connect Instagram” message when accessing the Engagement tab

You’ll need to have at least one Instagram business account connected to your Publishing dashboard to access the Engagement tab. Otherwise, you’ll see a modal window telling you to connect Instagram.

This can happen for a few different reasons:

  • You have yet to connect an Instagram account in Buffer or you removed an account.
  • Your Instagram business account has become disconnected.
  • You downgraded to a smaller publishing plan and the Instagram account became locked on your Publishing dashboard.

To regain access to the Engagement tab please reconnect or connect a new Instagram account to Buffer under the Publishing tab and check that you are still on a paid publishing plan by visiting your billing page.

Failed replies and errors

If your replies are failing to send, please try using the Retry button. If the error persists, try reloading the page. Your response will be saved and will be shown when you open the composer to send a reply to the comment.

If you’re seeing errors on several replies, there might be a problem with the Instagram account’s connection. Please try re-sending the messages and if the error persists please reconnect Instagram inside your Publishing dashboard.

If you see a "Whoops something went wrong" error, please try refreshing the page. If the problem persists, please reconnect Instagram inside your Publishing dashboard.

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