If you're experiencing issues connecting your Instagram account to Inrō, here are common problems you might encounter, their causes, and solutions to resolve them effectively.
I. Facebook Page Not Visible in Inrō:
Your Facebook Page does not appear when attempting to connect to Inrō.
Possible Causes and Solutions:
1. Link to Instagram account: Your Facebook Page is not linked to your Instagram account.
Solution: Link your Instagram account to a Facebook Page.
Open Instagram, click Edit Profile → Page and link to an existing or new Facebook Page.
2. Admin Access: You do not have admin rights on the Facebook Page linked to your Instagram account.
Solution: Ensure you are an admin of the connected Facebook Page.
Open Facebook, click Settings → Page Roles, and check your role. Request admin access if necessary.
Tip: Not sure who owns your Page? Go to the Page Management History page after switching to acting as your Page on Facebook. Then look for where it says "[Name] was given full control by [Name]"—this person likely has the correct permissions!
3. Not acting as your Page on Facebook: when clicking a redirection link from Inrō to find information about your page you don’t see the relevant information or don’t have access to the whole menu.
Solution: Log in to Facebook, then click your profile photo in the top right.
Click See all profiles, then select the Page that you want to switch to
II. Instagram Account Not Visible in Inrō:
Your Instagram account does not appear when attempting to connect to Inrō.
Possible Causes and Solutions:
1. Account Type: Your Instagram account is not a Professional Account.
Solution: Convert your account to a Business or Creator account.
Open Instagram → Go to Menu → Settings → Account → Switch to Professional Account and follow the instructions.
2. Link to Facebook Page: Your Instagram account is not linked to a Facebook Page.
Solution: Link your Instagram account to a Facebook Page.
Open Instagram, click Edit Profile → Page and link to an existing or new Facebook Page.
3. Admin Access: You do not have admin rights on the Facebook Page linked to your Instagram account.
Solution: Ensure you are an admin of the connected Facebook Page.
Open Facebook, click Settings → Page Roles, and check your role. Request admin access if necessary.
Tip: Not sure who owns your Page? Go to the Page Management History page after switching to acting as your Page on Facebook. Then look for where it says "[Name] was given full control by [Name]"— this person likely has the correct permissions!
III. Authorization Issues:
You are encountering errors during the authorization process, or permissions are not granted.
Possible Causes and Solutions:
1. Allow Access to Messages: Message access is not enabled in Instagram settings.
Solution: Enable message access.
Open the Instagram Mobile App → Go to your profile → Settings (right end corner) → Messages and story replies → Message Controls → Toggle Allow Access to Messages.
2. Permissions: Required permissions were not granted during the connection process.
Solution: Reauthorize and ensure all permissions are granted.
Log out and log back into both Facebook and Instagram.
Use the Facebook account with admin access to the linked Page.
IV. Connection Refresh:
The connection between your Instagram and Inrō is not updating or is stale.
Possible Causes and Solutions:
1. Browser Cache: Previous connections may interfere.
Solution: Clear your browser cookies and cache.
2. Inrō Integrations: The Inrō integration needs to be refreshed.
Solution: Reconnect Instagram integration from Inrō
Go to Profile → Organization Account → Instagram Account and resync or remove & reconnect the Inrō integration.
V. Security and Verification:
Instagram prompts for security verification or denies access.
Possible Causes and Solutions:
1. Security Code: Instagram may send a security code for verification.
Solution: Ensure you have access to the associated email or phone number to complete the security check.
2. Security Prompts: Security prompts might pop up in the process.
Solution: Follow any security prompts to confirm the connection.
VI. Message Permissions:
You can’t see Instagram messages in Inrō.
Possible Causes and Solutions:
1. Message Access: Ensure message access is enabled.
Solution: Allow message access.
Open the Instagram Mobile App → Go to your profile → Settings (right end corner) → Messages and story replies → Message Controls → Toggle Allow Access to Messages.
2. Facebook Page Settings: Verify that your Facebook Page has access to Instagram messages.
Solution: Go to Meta Business Suite → Inbox → Instagram Direct and check for messages. If not visible, enable the setting in Page Settings.
VII. Handover Protocol Configuration:
Automation messages are not being sent correctly.
Possible Causes and Solutions:
1. Handover Protocol: The primary receiver for Instagram messages may not be set to Inrō.
Solution: Configure the Handover Protocol.
Go to Facebook Page Settings → Advanced Messaging → Handover Protocol and set Inrō as the primary receiver.
VIII. Page and Country Restrictions:
Restrictions are preventing the connection.
Possible Causes and Solutions:
1. Restrictions: Age or country restrictions on your Facebook Page can interfere.
Solution: Remove any age or country restrictions.
Go to Facebook Page Settings → General → Age Restrictions and Country Restrictions, and ensure they are disabled.
Meta Business Suite Errors:
Meta Business Suite displays errors related to the connection.
Possible Causes and Solutions:
1. Connection Refresh: Your account connection might need updating.
Solution: Refresh the connection.
Go to Meta Business Suite and follow any prompts to review and update the connection.
Inrō Insider Tips
Use Desktop for Setup: Always use a desktop browser for initial connections and troubleshooting.
Check Permissions Regularly: Regularly verify that all permissions are correctly set.
Consistent Login Credentials: Use consistent login credentials across Facebook and Instagram for seamless integration.
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