--- title: "Troubleshooting Facebook and Instagram connections" description: "Guide to help you connect your Instagram and Facebook accounts with Boxly" url: https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections collection: "Getting leads in - Channel Connections" updated: 2026-10-28 language: en --- # Troubleshooting Facebook and Instagram connections Guide to help you connect your Instagram and Facebook accounts with Boxly This guide is here to help you connect your Instagram and Facebook accounts with Boxly. Since Instagram needs to be linked to a Facebook Page for Boxly to work, this guide is for anyone managing Facebook Pages or Instagram business/creator accounts. Follow each step carefully to ensure a smooth connection process. Skipping any steps might prevent Boxly from connecting your accounts properly. * * * ## Steps for Troubleshooting ## 1\. Check Admin Settings (Facebook and Instagram Connections) - Make sure you have admin access with Full Control on your Facebook Page. - Check your admin settings in both the Professional Dashboard and Meta Business Suite. ### Checking settings in the Professional Dashboard Log in to Facebook and go to your Page. - In Facebook, open your Page and be sure you’re logged in as your Facebook Page (not your profile). - Click **_Professional Dashboard_** in the menu on the left. - Click **_Page Access_** in the menu on the left. - Now, click your name and a popup will appear. It should say, "This person has full control." ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125338_2138.png) > ✨ **If it doesn't say “This person has full control"** next to your Facebook profile name, you'll need someone on your team with full control to adjust your permissions. > > ✨ **If you don’t see your Facebook profile name listed**, it’s likely that your team is using Meta Business Suite and you’ll need to check the settings in Meta Business Suite to continue. > > Once full control has been granted in the Professional Dashboard, you can move onto the next section to check your admin settings in Meta Business Suite, which will also need to be set to 'Full Control.' ### Checking settings in Meta Business Suite - You’ll first head to your Meta Business Suite Settings ([or click this link](https://business.facebook.com/settings/)). - If you land on a page with multiple Business Suite accounts, first click on the account for the Facebook Page you’re trying to access. > If you don’t see the Business Suite account that you’re looking for, you aren’t properly setup as an admin with Full Control within that Business Suite, and you’ll want to ask someone else on your team to lend a hand. - Click **_Pages_** under the "Accounts" section and look for your name on the list. You’ll want to ensure the setting **_Full control: Everything_** is toggled on. ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125338_8399.png) - Click **_Instagram Accounts_** under the "Accounts" section and look for your name on the list. You’ll want to ensure the setting **_Full control: Everything_** is toggled on. ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125339_4274.png) - Next, click on **_People_** under the "Users" section and ensure that **_Full control: Everything_** is next to your name under Business Portfolio Access. ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125337_1257.png) - That’s it! You can now move on to checking your permissions (just below) before trying to connect your channel to Boxly again. * * * ## 2\. Check Your Permissions (Facebook Pages and Instagram) Verify that Boxly has all the necessary permissions for your Facebook and Instagram accounts. Steps: - Log in to Facebook with admin access. - Go to Settings & privacy > Settings > [Business Integrations](https://www.facebook.com/settings?tab=business_tools). - Find Boxly in the list, make sure View and Edit permissions are allowed. - Scroll down to the list of Pages and ensure that ALL boxes are selected (you may need to click **_See all pages_** to expand the list of pages and see the ones that need permissions to be granted). From here, tick all of the empty boxes. > **Info:** 📝 Note: If you don’t see any individual Pages, it means that you’ve previously granted Boxly permissions to access all Pages, which is the ideal setup. In this case, you won’t need to check any Pages here, and instead, you’ll need to reestablish the authorisation by following the steps to [Reauthorise the connection between Boxly and Facebook/Instagram.](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-10-8-reauthorising-the-connection-between-facebook-and-boxly-facebook-pages-and-instagram) After selecting all of your accounts, click **_Save_**. - If you are connecting a **Facebook Page**, head back to Boxly and try connecting the Page again. If the Page does not connect, please jump down to [Reauthorising the connection between Facebook and Boxly](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-10-8-reauthorising-the-connection-between-facebook-and-boxly-facebook-pages-and-instagram). - If you are connecting **an Instagram account**, try connecting the account to Boxly. If it still doesn’t work, you’ll want to go through the remaining steps in this article. * * * ## 3\. Check Instagram Account Type (Instagram Only) If you’re connecting Instagram, you’ll need to first make sure your channel is set up as a professional account (e.g. a business or creator account). **Unsure of which type of Instagram account you have?** 1. Open the Instagram app on your mobile device and go to your profile. 2. Tap on the hamburger menu (three horizontal lines) in the upper right corner of the app. 3. Here's what you will see at the bottom of the list of options, depending on your current account type: - If you currently have an **Instagram business account**, you'll see **_Business tools and controls._** - If you currently have an **Instagram personal profile**, you'll see **_Account type and tools._** - If you currently have an **Instagram creator account**, you'll see **_Creator tools and controls._** 4. If your account is a personal account, you’ll need to [convert your account to a professional account using the steps below](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-6-4-convert-your-instagram-account-and-link-a-facebook-page-instagram-only)[.](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-6-4-convert-your-instagram-account-and-link-a-facebook-page-instagram-only) 5. Once your Instagram account is set up as a business or creator account, please move on to [checking the connection between Facebook and Instagram](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-8-6-checking-the-connection-between-facebook-and-instagram-instagram-only). * * * ## **4\. Convert Your Instagram Account and Link a Facebook Page (Instagram Only)** While it is possible to convert to a business or creator account in the Instagram app, we recommend completing this process via Facebook to ensure a Page is correctly associated with the Instagram account. The steps below will ensure your Instagram is both set up as a business or creator account **and** linked to a Facebook page. 1. Head over to Facebook and navigate to the list of Pages you have access to ([or click this link](https://www.facebook.com/pages/?category=your_pages)). 2. Click on the Page that you'll associate with your Instagram account, or create a new Page if you don't already have one. 📝 You must have admin access with Full Control on the Page you're associating to your Instagram professional account. [To check if you have the proper permissions, follow the steps above](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-1-1-check-admin-settings-facebook-and-instagram-connections). - Once you're on your Page, click **_Settings_** in the left-hand sidebar. - Click **_Settings_** on the left-hand side and then **_Linked Accounts_**. - Click **_Connect Account_.** ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125338_1228.png) - Next, click **_Connect_** and then **_Confirm_** to proceed through the connection prompts**.** - Enter your Instagram login credentials and click **_Log In_**. (If you're already signed into Instagram, or your login credentials are saved within your browser, you'll just need to click **_Continue_**). - You'll see a pop-up window prompting you to set up your Instagram business or creator account. Follow the on-screen instructions, ensuring you enter your contact info, and then click **_Done_**. If you don't see the pop-up window prompting you to set up your Instagram business or creator account, you can try [converting via the Instagram app instead](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-5-3-check-instagram-account-type-instagram-only) Once your account has been converted, you can try connecting Instagram to Boxly again. If it works, you’re all set to connect or refresh your channel in Boxly! If you’re still having trouble connecting Instagram, please [check the connection between Facebook and Instagram](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-8-6-checking-the-connection-between-facebook-and-instagram-instagram-only). * * * ## **5\. Reconverting your Instagram account** In certain situations, for example, if your Instagram account is currently a business or creator account without a Facebook Page properly connected to it, or if you're experiencing an error when trying to publish posts to Instagram, you will need to convert your Instagram account back to a personal profile and then reconvert it to a professional account. Please note, your [Insights](https://www.facebook.com/help/instagram/788388387972460) will be lost when converting your Instagram account back to a personal profile. You may wish to read and save your Insights before converting. - Open the Instagram app on your mobile device and navigate to Settings. - Tap **_Account._** - Tap **_Switch to personal account_**, and then tap **_Switch back_** to confirm. - Your Instagram account should now be a personal profile and you can walk through the steps above to [convert to a business or creator account](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-6-4-convert-your-instagram-account-and-link-a-facebook-page-instagram-only), ensuring you link a Facebook Page to it. * * * ## **6\. Checking the connection between Facebook and Instagram (Instagram only)** Once you’ve ensured that your Instagram account is a business or creator account, you’ll check to make sure that your Facebook Page is properly connected to Instagram within your Page settings and Meta Business Suite. **To check the connection between Instagram and Facebook on your Page:** 1. Log into the Facebook Page linked to Instagram. 2. Click on **_Professional Dashboard_**. 3. Click on **_Linked Accounts_**. 4. You should see your Instagram account connected, like this: ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125339_6304.png) - If your Instagram is connected properly, the options should be “View Details” and “Disconnect Account” as they are in the image above. - These are some other screens you might see and the steps you should take. You can click on the images to expand them. ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125339_5176.png) If you see a button that says **_Connect Account_**, it means your Instagram account is not linked to your Facebook Page. Please [follow the steps here](https://help.boxly.ai/en/articles/9227698-troubleshooting-facebook-and-instagram-connections.md#heading-10-8-reauthorising-the-connection-between-facebook-and-boxly-facebook-pages-and-instagram) to complete this process and then try connecting your Instagram account again. * * * ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125338_0704.png) If you see a button that says **_Get Started_**, it means your Instagram account is linked to your Facebook Page but it hasn't been converted to a business or creator account. Click “**_Get Started”_** and follow the on-screen prompts to convert your Instagram account to a business account. Then, try connecting your Instagram account again. * * * ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125338_7147.png) If you see a button that says **_Review Connection_**, it means that the account must be confirmed before third-party applications are able to verify the connection. Please click the button and follow the prompts to confirm. **Note:** If you encounter issues with this process, you may need to reach out to [Facebook Support](https://www.facebook.com/business/help) in order to confirm the connection. **If your team is using Meta Business Suite,** you can follow the steps below to check to make sure there are no alerts. Otherwise, you can try connecting Instagram to Boxly again. * * * ## **7\. Checking the Instagram connection within Meta Business Suite** Head to [https://business.facebook.com/latest/home](https://business.facebook.com/latest/home) and check to see if there are any alerts about features being unavailable. If you see this prompt, click Get Started. Here’s what this would look like: ![](https://staticfiles.gleap.io/helpcenter/675987af739a1be6e25ad7a0/20241211125338_5166.png) If you do not see an alert and your Instagram channel is correctly linked to your Facebook Page, please try reauthorising the connection between Facebook and Boxly using the steps right below. * * * ## **8\. Reauthorising the connection between Facebook and Boxly (Facebook Pages and Instagram)** If the steps above didn’t work to connect your Facebook or Instagram channel, you may need to reauthorise the connection between Boxly and Facebook. Watch the video below or use the steps under the video to work through the process. **Reauthorising steps** - In Facebook, click on the small drop-down arrow at the top right of your screen and then click **_Settings & privacy_** > **_Settings_**. From there, click **_Business Integrations_** on the left-hand side ([or click this link](https://www.facebook.com/settings?tab=business_tools)). Please note that these settings are found on your Facebook profile and not within the Facebook Page settings, so you must be using Facebook as your profile to access them. - You should see Boxly listed in the integrations area. Click **_Remove_**. - A window will pop up asking if you want to remove Boxly. Click **_Remove_**. _Note: this will delete the_ Boxly _app within Facebook, not your_ Boxly _account._ - Head back over to Boxly and try your connection again. When you are connecting or refreshing your Facebook or Instagram channel, **please be sure to accept all permissions and all Pages (even Pages not connected to** Boxly**) during the authorisation process.** - After reauthorising Boxly, you will need to refresh all Facebook and Instagram channels you have connected to Boxly. By following these step-by-step instructions, you should be able to resolve any issues when connecting your Instagram and Facebook accounts with Boxly If you need further assistance, please contact our support team at [support@boxly.io](mailto:support@boxly.io), providing details of any errors you encountered during the process. [ Instagram & Facebook Troubleshooting Guide Meta Troubleshooting Guide: Instagram & Facebook ](https://help.boxly.ai/en/articles/10182780-instagram-and-facebook-troubleshooting-guide.md)