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Engage Troubleshooting: Instagram
Engage Troubleshooting: Instagram
Cheyenne V. avatar
Written by Cheyenne V.
Updated yesterday

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

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

    • Business admin access to the Facebook Page in Meta 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-line icon in the upper right corner.

  3. Click 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. Click 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. Click 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:

  5. 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

  9. Click Social Connections

  10. Select Owned Connections

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

Learn more about troubleshooting for other channels:

💡 Tip

Need more help? Feel free to reach out to us via Live Chat or check out our Customer Community.

Find answers and get help from Meltwater Support and Community Experts.

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