Instagram connection troubleshooting

To access features like seamless posting and scheduling directly to Instagram, you need to connect your Instagram to Pygma.

When doing it, you will be asked to confirm the following:

1. Your Instagram is linked to a Facebook page
2. Your Instagram is switched to Business or Creator

Here’s what each of these requirements means and how to make sure your Instagram page meets these criteria.

How to check if your Instagram is linked to a Facebook page

You can connect Instagram to Facebook Page within your Page settings or Meta Business Suite.

Connect Instagram account on your Page:

1. Head to the Page that you want to connect to your Instagram account.
2. From the Page, click Manage.
3. From the left menu under Professional dashboard, click Linked accounts.
4. To connect an account, click Connect account. Enter your Instagram account's Username and Password, and select Log in. When the account is connected properly, you should see “View Details” and “Disconnect Account”:

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How to link your Instagram to a Facebook page

Connect Instagram account within Meta Business Suite (desktop):

1. In Meta Business Suite desktop, click Settings from the sidebar on the left.
2. Click Business assets.
3. Click Add assets and select Instagram account.
4. Review and agree to our terms for connecting your Instagram account, then click Claim Instagram account.
5. A new window will open. Enter your Instagram username and password, and click Log In. If you’re already logged in to Instagram, you can also click Continue as [Instagram name] if that's the account you want to connect to. Otherwise, tap Switch accounts to log into another account.
6. If your Two-Factor Authentication is turned on, we’ll ask you to enter in your security code.
7. Click Confirm.

Connect Instagram account within Meta Business Suite (mobile app):

1. Tap these 9 dots in the Meta Business Suite mobile app:

1. Tap Settings.
2. Next to Instagram, tap Connect.
3. Tap Connect account.
4. Confirm whether you want to allow access to Instagram messages in Inbox. Click the toggle to change your settings.
5. Tap Continue. You can change this setting at any time in Settings.
6. Log into the Instagram account you want to connect. Note: If you're logged into Instagram, tap Continue as…, or tap Switch accounts to log into another account.
7. You'll be prompted to provide your login information once more for security purposes.
8. Tap Log in.
9. Tap Save info if you want to save your login information on the browser you’re using or Not now to skip this step.
10. Tap OK.

How to check if your Instagram is switched to Business or Creator

If you’re connecting Instagram, first thing to do is to make sure your page is set up as a professional account (e.g. a business or creator account). These steps will help you figure this out and convert your account if needed:

1. Open the Instagram app on your mobile device and go to your profile.
2. Tap on the hamburger menu (three horizontal lines) in the upper right corner of the app.
3. Open Settings.
4. From there, tap Account.
5. You will see different menus depending on your account type:

• If you currently have an Instagram personal profile, you'll see one option:

Switch to professional account

• If you currently have an Instagram business account, you'll see these two options:

Switch to personal account Switch to creator account

• If you currently have an Instagram creator account, you'll see these two options:

Switch to personal account Switch to business account

How to switch Instagram to Business or Creator

If you found that your account is a personal account, please follow the steps below to convert it to a professional account:

1. Open the Instagram app on your mobile device and tap the menu button in the upper right corner.
2. Head to Settings and Privacy.
3. Scroll down to For professionals and tap Account type and tools.
4. Tap Switch to professional account.

NOTE: If you don't see Switch to professional account, but do see Business tools and controls, it means your Instagram is already switched to a professional account and you're all set.

  5. Tap Continue until you reach the category page. Select a category.

  6. Select creator or business. Your Instagram account will be converted immediately.

Alternatively, if your Instagram is linked to a Facebook page, you can switch your Instagram from personal to Business or Creator from your Facebook page. Here’s how to do it:

1. Head over to Facebook and navigate to the list of Pages you have access to (or click this link).
2. Click on the Page that you'll link to your Instagram account, or create a new Page if you don't already have one.

NOTE: You must have admin access with Full Control on the Page you're associating to your Instagram professional account. To check if you have the proper permissions, follow the steps above: Checking your admin settings in Facebook

  3. Once you're in your Page, click Settings in the left-hand sidebar.

  4. Click Settings on the left menu side, then click Linked Accounts.

  5. Click Connect Account.

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6. Click Connect and then Confirm to proceed through the connection prompts.

  7. Enter your Instagram login credentials and click Log In. If you're already signed into Instagram, or your login credentials are saved in your browser, you'll just need to click Continue.

  8. You'll see a pop up window prompting you to set up your Instagram business or creator account. Follow the on-screen instructions, ensure to submit your contact information, and click Done.

NOTE: If you don't see the pop up window, you can try do the converting via the Instagram app instead. Following the steps in the next paragraph.

If this didn’t help

If both requirements are met but you still can’t connect your Instagram, you should check if you have full control over the Facebook page and your permissions.

How to check your admin settings in Facebook

You need to make sure your have full control over the Facebook page. You can do that in two places: in the Professional Dashboard or in the Meta Business Suit. The instructions below will give you a hint on which option you have.

Checking settings in the Professional Dashboard

1. In Facebook, open your Page and make sure you’re logged in as your Facebook Page (not your profile).
2. Click Professional Dashboard in the menu on the left.
3. Click Page Access in the menu on the left.
4. Next, click your name and a popup will appear. It should say, "This person has full control."

NOTE:

• If it doesn't say “This person has full control" next to your Facebook profile name, it means your permissions need to be adjusted. It can be done by someone who has full access. Or, perhaps you have another Facebook profile that is linked to the page.
• If the list doesn't show your Facebook profile name, you're probably using Meta Business Suite and you’ll need to check the settings there (see below).

Checking settings in Meta Business Suite

1. Go your Meta Business Suite Settings.
2. If you land on a page with multiple Business Suite accounts, first click on the account for the Facebook Page you’re trying to access.

NOTE: If you don’t see the Business Suite account that you’re looking for, you aren’t properly setup as an admin with Full Control within that Business Suite, and you’ll want to ask someone else on your team to lend a hand.

  3. There are two places to check for permissions.

First, click Pages under the "Accounts" section and look for your name on the list. You’ll want to ensure the setting Full control: Everything is toggled on. 4. Next, navigate to Users section and click on People. Make sure that your name is added to the list, and that you have the setting Full control: Everything is toggled on.

How to check your permissions

The first and foremost thing to do is to make sure you have all the permissions between Facebook and Pygma. When you're connecting Instagram, you can view the list of permissions granted to Pygma (these all are required by Meta). It's important to grant all permissions for all Pages (even those that aren't connected to Pygma). If permissions are missing, it can prevent us from finding the channels you manage.

1. Log into the Facebook personal profile that has admin access with Full Control on the Facebook Page.
2. Click on the small drop-down arrow at the top right of your screen and then click Settings & privacy > Settings.
3. Head to Business Integrations in Facebook.

NOTE: 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.

  4. Find Pygma in the list and choose View and Edit.

  5. Scroll down to the list of Pages and ensure that ALL boxes are selected (you may need to click See all pages to expand the list of pages and see the ones that need permissions to be granted). From here, tick all of the empty boxes.

NOTE: If you don’t see any individual Pages listed in the following screens, it means that you’ve previously granted Pygma permissions to access all Pages, which is the ideal setup.

  6. After selecting all of your accounts, click Save.

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