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    Instagram Troubleshooting
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    Contents

    Instagram Troubleshooting

    • 2 Minutes to read
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    Article summary

    Missing Instagram Accounts in Rivery

    If you are unable to see some Instagram accounts under the Accounts section in Rivery, follow the steps below. After each step, attempt to pull the accounts again to check if the issue has been resolved.

    Step 1: Basic Checks

    1. Refresh the Rivery page in your browser.
    2. Test the connection to ensure it passes the test connection method successfully.
    3. Check user permissions:
      Ensure that the user who authenticated with Rivery has permissions on the Facebook pages linked to the Instagram business accounts.
    4. Re-authenticate the connection in Rivery:
      Verify that the new connection passes the test connection method.

    Step 2: Known Facebook Issue

    If the accounts are still not visible, this may be a known Facebook issue. Follow these additional steps:

    Verify Instagram-Facebook Page Connection

    Confirm that the Instagram account is connected to a Facebook page and that the user who created the Instagram connection in Rivery has sufficient permissions on that page (preferably an admin).
    Note:
    As of June 11, 2019, there is an open bug where users with analyst permissions on a page may not access the Facebook API correctly. It is recommended to use an admin user to avoid this issue.

    Verification Process:

    • Go to your Facebook Page Settings and click on Instagram.
    • If the page details are not visible, the Instagram account is not connected to the Facebook page.

    Instagram Troubleshooting Example

    Step 3: Reconnect the Instagram Account

    1. Disconnect the Instagram account from the Facebook page.

    2. Reconnect the Instagram account by following the instructions in the "Establish a Connection in Rivery" section.

    3. Verify if the account's test connection is now confirmed in Rivery. If it isn't, proceed to the next step.

    Step 4: Convert to Personal Account (Use with Caution)

    Warning:

    Converting a business account to a personal account may result in the loss of insights data for posts created before the conversion.

    1. Disconnect the Instagram account from the Facebook page.
    2. Convert the Instagram account back to a personal account following the instructions in How to Convert Instagram Account to Personal.
    3. Reconnect the Instagram account by following the instructions in the "Establish a Connection in Rivery" section.

    Step 5: Check Instagram to Facebook Page Connection

    Follow the instructions described in this Help Guide to verify if the Instagram page is connected to a Facebook page from Instagram.

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