Common Problems and Solutions

Due to the way in which the integration between Instagram Business Accounts, Facebook and SentiMonitor must be carried out, problems in connecting a new account on the platform are not uncommon. See below the most common problems, and how to solve them.

Does the account have a valid credential?

To connect your Instagram Business account, your account must have a valid Facebook credential. To verify this, access the credentials area, pointing with the mouse over your email in the upper right corner of the screen, and clicking on Credentials.

Then make sure there is a Facebook credential in the listing. The credential needs to show your Instagram username. Also make sure it’s still valid, with an expiration date sometime in the future.

If there is no Facebook credential, click New Credential, then click Facebook. Follow the on-screen instructions giving SentiMonitor permission to access information from Pages and Instagram Business.

If a credential exists, but it is no longer valid, click Renew next to it. If a screen appears asking for confirmation, authorize it.

Please note that during the process Facebook must ask Which business Instagram accounts do you want to use with SentiMonitor?. In this step, you must enable your Instagram Business account before clicking Next.

If your Instagram Business account is not correctly connected to the Facebook page, you will need to check the next steps.

Does the credential have access to the Facebook page?

It is necessary that the credential added in SentiMonitor has administrative access to a Facebook page. To do so, access the Meta Business Suite through the link https://business.facebook.com/. Then select your page from the menu in the top left corner.

Then click on Settings in the lower left corner.

In the settings area, click on People. In this area, confirm that you are an administrator.

If your name is not on the list of admins, you’ll need to contact the Page admin to promote your role within the Page.

Is the Instagram Business account linked to the Facebook Page?

It is also necessary that the Instagram Business account is correctly linked to the Facebook Page. How this configuration is done depends on whether or not your page has the new Facebook Pages experience.

Pages with the new Facebook Pages experience

The following instructions are only valid for pages with the new experience. For pages with the classic experience, click Pages with the classic Pages experience.

Log in to your Facebook page. You can find your page by clicking on https://www.facebook.com/pages/?category=your_pages . Then click Switch in the lower left corner of the screen.

Confirm the change to your page profile by clicking Switch:

Note that after confirming, your page picture will appear in the upper right corner of the screen.

After switching to the profile page, click on Settings on the right side of the screen:

In page settings, click on Linked Accounts:

In the linked accounts area, check if your Instagram account is connected or if you need to connect it. If your account is not connected, click Connect account and follow the onscreen instructions.

Pages with the classic Facebook Pages experience

The following instructions are only for pages that haven’t migrated to Facebook’s New Pages Experience. For Pages that have transferred, click Pages with the new Pages on Facebook experience.

Log in to your Facebook page. Then click on Settings in the lower left corner of the screen. You may need to scroll down the side for the option to be visible.

Then, in page settings, click on Instagram. Again, you may need to scroll down for the option to be visible.

On the Instagram screen, check if Instagram is connected, or if connection is required. If you are not logged in, click Login and follow the on-screen instructions.

Try reconnecting SentiMonitor to Facebook

If the previous solutions don’t solve the problems connecting the page, try to reconnect Facebook in SentiMonitor. To do this, click on the profile picture in the upper right corner of the screen, and click on Settings and Privacy:

Then click on Settings:

In the account settings area, click on Commerce Integrations:

On the screen that appears, click on Remove next to the option SentiMonitor, and then click on Remove again to confirm:

Then, access your SentiMonitor account, and access the option Credentials.

Finally, click Renew next to your Facebook Credential. Authorize all permissions that appear on the screen.

Try converting your Instagram account back to a Business account

If the previous options are not enough, it is necessary to reconvert the Instagram account back to a Business account.

Access your Instagram profile page from the mobile app. Then click on the 3 lines in the upper right corner of the screen, and then click on Settings:

In the next menu, select Account:

Then click on Change account type:

In the menu, click on Switch to personal account:

Finally, confirm by clicking on Switch to personal account:

Afterwards, login to your Facebook account. Follow the instructions in Is the Instagram Business account linked to the Facebook Page? to view the Instagram connection to the Page. Then click on Disconnect account:

After disconnecting, click Connect Account (if using the new Pages experience) or Login (if using the classic experience) to reconnect to the Page and convert the Instagram account to a Business account again.