If automations are not working, chats are not updating, or a red exclamation mark appears next to your account, it means Instagram has lost connection with the integration or has broken the connection. Here’s how to fix it.
Contents:
Updating Permissions
Possible errors during updating
How to check the connection and configure settings
Checking page selection
Note: Facebook and Instagram disconnect integrations if there are changes to account settings. For example, the connection might break due to changes in:
Username
Password
Account type
Facebook and Instagram page connections, etc.
In each of these cases, you need to confirm the connection with the integration again.
If there are restrictions in your Ads Manager or business account, you won’t be able to use the account until the restrictions are lifted.
Attention: Sometimes the connection is lost not on your end, but due to internal issues with the social networks. Therefore, even without changes in the accounts, the connection with the service (integration) can be lost.
Regardless of the reason, permissions need to be updated.
How to update permissions:
Go to the settings of your project.
Select the problematic account.
Click on "Refresh permissions".
At this point, you will be redirected to Instagram or Facebook, depending on the connection method. If there are no issues with the account, the permissions will update immediately.
Important! Before updating permissions, make sure to log in to Instagram or Facebook (depending on the connection method) in your browser, as permission updates occur on the social networks’ side.
1. Updating permissions through Facebook
If we need to update the permissions for the Facebook connection, the process will be slightly longer.
Click the button: Continue with Facebook.
If successful, the "Permissions Updated" screen will appear.
If there are no errors and the permissions are updated, you can test the account by running any automation from another account.
If an error appears during the update, check the account settings and try updating the permissions again.
2. Possible errors during updating and their resolution
Important: If the account was connected via Facebook, the Instagram professional account must be linked to a Facebook business page.
If the accounts are simply connected in the Accounts Center, it is not a full connection.
To ensure that permissions update without issues, the Facebook account must not have restrictions, and the page/account connection should look like this:
Possible issues:
Personal profile: This cannot be used; a business page is required.
Admin access: If you’ve been given admin access to manage the business page, the connection should be checked.
New Facebook page: It should be created in the desktop version because mobile functionality is limited.
Important: There should not be a blue "Check Connection" button next to the account name. If it’s there, the connection has not been confirmed.
To fix this, click the button and log in again via Instagram to confirm the connection.
If the button disappears, the page/account connection will be confirmed, and you can proceed to connect this account to ChatPlace. Then, move to the last section "Checking Page Selection."
3. How to check the connection and configure settings
Go to Facebook and click on the profile icon in the top right corner of the screen.
A list of available pages will open. Choose the desired Facebook page and switch to it.
Click on the page again in the top right corner of the screen. A menu will open, where you can select Settings and Privacy.
In the Settings and Privacy section, open Settings for the page.
On the left side of the screen, find Linked Accounts. A page will appear with all the accounts linked to Facebook, such as Instagram or WhatsApp.
Click View next to Instagram, where you need to check the connection.
A settings page will appear. If the page and account are linked, there will be no "Check Connection" button or other notifications — everything is fine, and the account can be used.
If something is wrong, click the only available button, such as "Connect Account" or "Check Connection".
Important: We recommend logging into your Instagram account through the browser beforehand. Also, save your login details to make the device trusted.
This will make the connection process faster and easier, reducing the chances of errors.
Make sure the "Allow access to Instagram messages in inbox" slider is turned on. Then click "Confirm".
If everything goes well and the accounts are now linked, you should see the following message:
Result: If the connection is successfully confirmed, the page will look like this:
Remember that Facebook will only allow you to link pages if the accounts are fully set up and have no restrictions.
Note: If an error occurs while trying to confirm the page/account connection, check the page and Ads Manager on Facebook for any restrictions. You can do this in Facebook Ads Manager.
4. Checking page selection
After making any changes in Instagram or Facebook settings, you need to check whether the correct Instagram accounts and Facebook pages are selected in the integration settings.
How to check:
Switch to your main Facebook profile in the top right corner.
Find our application and click View and Edit.
Find and enable the option "Show list of Pages you manage".
When the page/account selection appears, check all the boxes.
Note: The selection may not appear if all accounts are already selected. The key thing is to activate this option.
If everything is correct and in line with the instructions, save the changes. This is a mandatory step, otherwise, all changes will be canceled.
When everything is ready and saved, go back to ChatPlace and update the permissions again. After that, the connection will be restored and will work correctly.