Difficulties connecting to Instagram

Facebook has many settings that affect how the integration works. This guide describes common issues that may arise during connection and how to avoid them.

Written by Владислав Пономарь

Updated 1 week ago

1. After logging in via Facebook, there are no pages to choose from or the desired page is missing.

This situation may occur if you do not have sufficient access rights to Facebook pages or if these pages do not meet Meta's requirements for integration.

Is your Instagram account set to a professional type (Business or Creator) and is it linked to a public Facebook page?
For more details, see the instructions for preparing Instagram before connecting.
Are you logged in with the required Facebook account and do you have administrator rights for the page you plan to connect?
The official Facebook instructions for setting up access are available at this link.

We recommend checking the following: For a quick check, we recommend going to Facebook, then «Pages you manage» → «Go» to the desired page → «Settings and privacy» → «Settings» → «Connected accounts» → «Instagram».

And make sure that the connection to Instagram is established and there are no errors. An example of the correct appearance of this section is shown in the screenshot below:

2. The channel has been added, but messages are not coming through

Important! Only new messages and comments received after connecting the channel are sent to keyCRM. Messages received earlier are not transferred to CRM.

Therefore, first of all, make sure that new messages or comments were actually sent to your Instagram account after connecting.

If there were new messages, but they did not appear in the CRM, we recommend checking the following:

Is the «Allow access to Instagram messages in the «Inbox» page» switch enabled in your Instagram settings?
For more information, see the third section of the instructions on preparing Instagram before connecting.
Was this Instagram account previously connected to another CRM account? If so, you need to disable the channel in the settings of the old account, and then disable and re-enable the channel in the current account.
If the old account is unavailable or blocked, contact support and provide this information.

If the problem cannot be solved, contact support and indicate the results of checking the above points.

3. During authorization, the error «Failed to grant the necessary permissions to send messages» occurs.

This error usually occurs when Facebook restricts the use of the API for the Facebook page to which your Instagram account is linked. This is most often due to a violation of Facebook policies or previously imposed restrictions on the page.

To resolve the issue, we recommend considering one of the following options:

Contact Facebook support via the Account Quality Center, describing the problem and requesting verification and removal of restrictions on API usage for the page. You can also contact Facebook support directly.
Link your Instagram account to another public Facebook page and repeat the connection.
If the error persists after that, further integration is only possible after Facebook's restrictions are resolved or a new Instagram account is created.

4. Messages stopped coming in or the channel turned off automatically

This situation may arise in cases where Meta restricts or terminates access to an Instagram account or associated Facebook page.

The reasons for such restrictions and possible solutions are described in the instructions «Questions and Answers (FAQ) about Instagram», section 15.

Tags: Instagram, connecting to Instagram, inst, difficulties, problems, solutions, help, answers, communication channel turned off, messages stopped coming, no pages to choose from, instgram, instagarm, instragram

Did this answer your question?