Note: This is the most common problem our customers have. Unfortunately, we don't have control over Instagram/Facebook account authentication.

Most often this problem is due to their API being down or a misconfiguration with your account. If the API is the issue, just try again in a couple hours. If it is a misconfiguration, sometimes the tops below can help.

Check Instagram account configuration

First, confirm your Instagram account:

  • Is a professional account

  • Is still connected to a Facebook page

  • You're an admin on the Facebook page your Instagram account is connected to

Review required permissions

By default, POPSMASH requests the permissions it needs when connecting your account. If these are modified (changed from the defaults) or incorrectly set, you may get an error. To fix the error, try connecting again and select Edit Settings on the Facebook permissions screen:

Next, make sure the Instagram account(s) you want to use is selected:

Next, ensure the Facebook page associated with your Instagram account is selected:

Lastly, ensure POPSMASH has the permissions it needs:

If you follow the above instructions, you should now be able to connect your accounts. If you still have trouble, please contact our support team with the messenger in the bottom right corner of this page.

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