Connecting your social media accounts to Meltwater Engage isn't always as simple as it should be. This article will help you troubleshoot common issues when attempting to connect your accounts to Meltwater Engage.

Owned Accounts

Ad Accounts


Facebook

Difficulty connecting Facebook to Engage

Ensure your Facebook user has the admin-level page role on the Facebook page you are trying to connect. You can check with the following steps:

  1. Log into Facebook

  2. Open your Facebook Page

  3. Click Settings -> Page Roles from the left-hand menu

  4. Here you will see each Facebook user with a page role on the Facebook page.

  5. Any role other than Admin will be unable to successfully connect to Engage. Facebook page roles can be found here - https://www.facebook.com/help/289207354498410

How can I check if I am an administrator on a Facebook page?

  1. Log into Facebook

  2. Open your Facebook Page

  3. Click Settings -> Page Roles from the left-hand menu

  4. Here you will see each Facebook user with a page role on the Facebook page.

How can someone add me as a Business Admin in Facebook Business Manager?

A current Business Admin or Page Owner can add you as a Business Admin in Facebook Business Manager by following the steps outlined by Facebook here - https://business.facebook.com/business/help/2169003770027706?id=2190812977867143

  1. Go to Business Settings.

  2. Click People.

  3. Click + Add.

  4. Enter the work email address of the person you want to add

  5. Select the role Admin access for the user

  6. Click Next

  7. Choose the correct Facebook Page in the first column and toggle on admin access in the third column

  8. Click Invite - this will grant business admin access on Facebook

Difficulty Connecting Facebook because only some channels I have access to are populating from Engage

We have observed that when a user connects a social account to Engage and later tries to add another, the account may not display in the list of available accounts automatically. See below for steps to fix this issue for both Facebook and Instagram.

  1. Log in to Facebook with the Admin user you are attempting to connect the social accounts to Meltwater with

  2. Navigate to the drop-down arrow in the upper right corner -> Settings

  3. Click 'Business Integrations' in the left menu

  4. Find our app 'Meltwater Engage' in the list and click 'View and Edit'

  5. Scroll through the list of permissions and find where each page you have access to displays. Ensure all pages you would like to connect are checked.

  6. Click Save at the bottom of the page

  7. Log back in to Meltwater

  8. Navigate to Accounts -> Social Connections -> Owned Connections

  9. Try adding the social connection again, the account(s) that are missing should display now.


Instagram

Difficulty connecting Instagram to Engage

  1. As a best practice, please log in using an incognito/private browser window (Windows: Press Ctrl + Shift + n. Mac: Press ⌘ + Shift + n)

  2. Ensure you have an Instagram Business Profile connected to a Facebook Page. A how-to guide from Instagram is available here - https://help.instagram.com/502981923235522

  3. Ensure your Facebook user has

    1. the admin-level page role on the Facebook Page connected to your Instagram Business Profile

    2. Business admin access to the Facebook Page in Facebook Business Manager

How can I check if my Instagram account is a business profile?

  1. Open Instagram

  2. Go to your profile and tap the three lines icon in the upper right corner.

  3. Tap Settings.

  4. Tap Account.

  5. If your account is already set up as a business profile, you will see the option to Switch to Personal Account.

  6. If your account is NOT yet set up as a business profile, tap Switch to Professional Account.

  7. Tap Business.

  8. You can follow the steps to connect your business account to a Facebook Page associated with your business. At this time, only one Facebook Page can be connected to your business account.

  9. Add details, like your business category and contact information.

  10. Tap Done.

How can I check if my Instagram account is connected to my Facebook page?

  1. Log into Facebook

  2. Open your Facebook Page

  3. Click Settings -> Instagram from the left-hand menu

  4. If you have not yet connected your Instagram Business Profile to your Facebook page, you will see the “Connect Account” button:

If you already connected your Instagram Business Profile, you will see the Connected Instagram Account listed:

Difficulty Connecting Instagram because only some channels I have access to are populating from Engage

We have observed that when a user connects a social account to Engage and later tries to add another, the account may not display in the list of available accounts automatically. See below for steps to fix this issue for both Facebook and Instagram.

  1. Log in to Facebook with the Admin user you are attempting to connect the social accounts to Meltwater with

  2. Navigate to the drop-down arrow in the upper right corner -> Settings

  3. Click 'Business Integrations' in the left menu

  4. Find our app 'Meltwater Engage' in the list and click 'View and Edit'

  5. Scroll through the list of permissions and find where each page you have access to displays. Ensure all pages you would like to connect are checked.

  6. Click Save at the bottom of the page

  7. Log back in to Meltwater

  8. Navigate to Accounts -> Social Connections -> Owned Connections

  9. Try adding the social connection again, the account(s) that are missing should display now.


Twitter

Difficulty connecting Twitter to Engage

Ensure you have the email address and password associated with the Twitter handle you wish to connect.

How can I check if Engage has access to my Twitter handle?

  1. Sign in to your Twitter account.

  2. Go to the Connected Apps section of your account settings. All of the apps connected to your account will be displayed. You can see the specific permissions that each app has to use your account listed under the app name and description.

  3. Verify the app “Meltwater Social” is present, with all permissions granted.


LinkedIn

Difficulty connecting LinkedIn to Engage

Ensure your LinkedIn user has the Designated Admin level page role on the LinkedIn company page you are trying to connect. If your user is any other level, you will be unable to connect. User levels can be found here - https://www.linkedin.com/help/linkedin/answer/4783

How can I check if Engage has access to my LinkedIn page?

  1. Click the Me icon at the top of your LinkedIn homepage.

  2. Select Settings & Privacy from the dropdown.

  3. Click the Data privacy section on the left rail.

  4. Under the Other applications section, click Change next to Permitted services.

  5. Verify the app Engage Connect is present, with all permissions granted.


Ad Accounts - Facebook & Instagram

How can I see details of which Facebook users, Facebook pages, and Instagram profiles are associated with my ad account(s)?

  1. Identify the user who is a Business Admin on the Facebook page

  2. Have the user log in and navigate to Facebook Business settings - https://business.facebook.com/settings

  3. Select the appropriate account or accounts under Business Settings at the top of the page. An account can include multiple assets like Facebook pages and Instagram profiles.

  4. Click Accounts -> Ad Accounts

  5. This will show you all of the ad accounts that have permissions to manage ads for the selected account.

  6. Clicking through on the ad account will show you the people who have access to the ad account. Clicking the dropdown menu next to the person will show you their permissions for the ad account


Why is my ad account missing when attempting to connect to Meltwater in Social Connections → Paid?

  1. Connect your Facebook Page or Instagram account under Owned Connections (the owned social account should be connected before proceeding to paid)

  2. Go to the Paid Connections tab

  3. Select Add Account

  4. All available Ads Manager accounts associated with the connected Facebook Pages or Instagram accounts will be displayed. Select which accounts you would like to authenticate in Engage and follow all prompts.

If the ad account you wish to authenticate is not populating in the pop-up window after following the above steps, please use the below for troubleshooting purposes:

  1. Do you see the desired ad account in Facebook Business Manager? (https://business.facebook.com/settings)

  2. Do you have full control (admin) access to the ad account?

How can I see which ad accounts my Facebook user has access to?

  • Through Facebook Business (Recommended):

    1. Log in and navigate to Facebook Business settings - https://business.facebook.com/settings

    2. Select the appropriate account or accounts under Business Settings at the top of the page. An account can include multiple assets like Facebook pages and Instagram profiles.

    3. Click Accounts -> Ad Accounts

    4. This will show you all of the ad accounts that have permissions to manage ads for the selected account.

    5. Clicking through on the ad account will show you the people who have access to the ad account. Clicking the dropdown menu next to the person will show you their permissions for the ad account

  • Through Facebook Ads Manager:

    1. Log into Facebook Ads Manager with the admin user associated with the Facebook Business Account connected to your Ad Account

    2. Navigate to Account Settings (https://business.facebook.com/ads/manager/account_settings)

    3. The drop-down menu in the top right-hand corner will display the ad accounts your user has access to


Thank you for reading. If you have any further questions, feel free to reach out to us via Live Chat!

Team Meltwater


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