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Troubleshooting: Instagram Connection Issues

If you're having trouble connecting your Instagram account, please watch this troubleshooting video.

If you are still having issues, work through the steps below in order: Some issues may occur after connection, such as errors when adding posts or images not displaying correctly. These can also be resolved by following the steps below.

Most Common Issues

Your Instagram account is not set to Creator or Business

ShopMy requires a Creator or Business account - personal accounts won't connect.

  1. Go to the Menu in the top right of your Instagram page.

  2. Select Settings and Activity.

  3. Under For Professionals, select Creator tools and controls.

  4. Scroll to Switch account type. If you see both "Switch to Business/Creator" and "Switch to Personal," your account is already set correctly.

  5. If you only see "Switch to Creator" and "Switch to Business," you have a personal account and need to switch to one of those options.

Your Instagram account is set to Private

ShopMy can only connect to public accounts.

  1. Go to the Menu in the top right of your Instagram page.

  2. Select Settings and Activity.

  3. Scroll to Account Privacy - it should say Public.

Remove the ShopMy integration and clear your cache

If other steps haven't resolved the issue, clearing Meta's saved connection data often fixes it. Chrome is required for this step.

Step 1: Remove the ShopMy integration from Facebook

  1. Go to your Facebook account and click the dropdown arrow in the top right.

  2. Select Settings and Privacy → Settings.

  3. Search for Business Integrations in the left panel and select it.

  4. Find and remove the ShopMy integration.

Step 2: Clear your browser cookies and cache

Clear cookies and site data in the Facebook pop-up before logging back in. This ensures Meta reads a fresh connection rather than defaulting to a previously cached account.

  1. In the Facebook pop-up, click the settings icon in the top left of the browser bar.

  2. Select Cookies and site data from the dropdown.

  3. Click Manage on-device site data.

  4. You'll see a list of sites - click the trash icon next to both facebook.com and www.facebook.com to delete them.

  5. Click Done.

Step 3: Hard-refresh ShopMy

After clearing your cache, hard-refresh your ShopMy account settings page:

  • Mac: Command + R

  • Windows: Control + R

Permissions

When connecting via Facebook, make sure you allow all requested permissions. Partial permissions will prevent the integration from completing.

No Facebook page linked to your Instagram

If you see a "could not find associated Instagram Business account" error, your Instagram may not be linked to a Facebook page.

  1. Go to your Instagram profile and tap Edit profile.

  2. Under Profile information, tap Page.

  3. If a page is already connected, you're all set. If it says Connect or Create, no page is linked.

  4. Tap Create a new page, give it a name, and select a business category.

  5. Once created, the Facebook page will link to your Instagram automatically and you'll be able to connect to ShopMy.

ShopMy is linking to the wrong Instagram account

If the wrong Instagram account is being pulled in, watch this walkthrough video to ensure the correct Facebook page is connected to the Instagram account you want to use, and that it's listed as the sole connected asset in Meta Business Suite.

User only has partial access in Meta Business Suite

If you manage multiple Meta accounts or have a business partner setup, partial access can block the connection.

  1. Navigate to your brand's Meta account.

  2. Open Meta Business Suite.

  3. Go to Settings (gear icon, bottom left).

  4. Under Users, click People.

  5. Confirm your user has Full access - not partial access - to the business portfolio.

Instagram Images Showing as Grey Boxes

If your Instagram images are showing as grey boxes in the ShopMy storefront, the issue may be related to the visibility settings of your Posts section. To fix this:

  1. Hover over the Posts section in your storefront.

  2. Click the pencil (edit) icon.

  3. Change the visibility settings to make the section visible.

Use a Desktop for Instagram Connection

If reconnecting your Instagram account on a mobile device does not resolve the issue, try completing the connection process on a desktop. Desktop connections are often more reliable and can help avoid mobile-specific errors.

Reconnect Your Instagram Account

One of the most effective solutions for resolving Instagram integration errors is to disconnect and reconnect your Instagram account in ShopMy. This refreshes the connection and often resolves posting and upload issues.

  1. Go to your ShopMy account settings.

  2. Disconnect your Instagram account.

  3. Reconnect your Instagram account by following the prompts.

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