Connecting your brand’s social accounts to ShopMy allows us to monitor and surface organic mentions from creators—making it easier to identify who’s already talking about your brand. This helps you discover new promoters, track social engagement, and get a clearer picture of your top brand advocates. It also ensures your Mentions feed is as accurate and complete as possible, pulling in content from Instagram, TikTok, and YouTube where your brand is tagged.
If you’re having issues connecting your brand’s Instagram account, review the below troubleshooting steps.
Common Instagram Connection Issues
Most Common Issues:
Instagram account is not a Creator or Business account
Check that your account is a Creator or Business Account
- Go to the Menu in the top right of your Instagram page
- Select “Settings and Activity.”
- Under “For Professionals” select “Creator tools and controls.”
- Scroll to and click “Switch account type.” If it says “Switch to Business/Creator” and “Switch to Personal”, then your account is either a business or creator account and you are all set.
- If it only shows “Switch to Creator” and “Switch to Business” you have a personal account and must switch to one of those options.
Instagram account is Private
Check that your account is public
- Go to the Menu in the top right of your Instagram page
- Select “Settings and Activity.”
- Scroll down to “Account Privacy.” It should say “Public”
Delete the ShopMy Integration and clear your cache (Chrome Required)
After each troubleshooting error, we recommend deleting the incorrect ShopMy business integration from your facebook account. This is because Meta will save your recent connections data and you’ll want to clear this in order to tell it to connect elsewhere.
- Go to your Facebook account and navigate to the drop down carrot in the top right corner.
- Click on Settings and Privacy → Settings
- Search for “Business Integrations” on the left hand side and select it
- From there, remove the ShopMy Integration
Once deleted, clearing data by following the two steps below. This will allow us to read a new communication from your Meta page (instead of being stuck as the same “Continue as ___”).
- Google Chrome is recommended for this over Safari and other browsers
- After browser cookies / cache (see screenshots below) in the Facebook pop-up before re-logging in, just to be safe!
- Hard-refreshing the ShopMy page (your account settings page you have open on your browser). You can do this with the following based on your computer:
- Mac → command + r keys together
- Windows → control + r keys together
Permissions
When logging into Facebook from your ShopMy account, please make sure you allow all permissions for everything to connect properly.
Other Issues:
Confirm ShopMy Facebook page is linked to Instagram
If you see the following error:
Check if you have a Facebook page linked to your Instagram
- Go to your instagram page and click “Edit profile”.
- Under “Profile information”, click the section called “page”.
- Here, you can see if you have a Facebook page already connected. If there is already a page connected, you are all set.
- If it says “Connect or Create” no page is connected and you must connect an existing one or create a new one.
- Click “Create a new page”
- Give your Facebook page a name and, under categories, select a business category (e.g. home businesses, business services, etc.).
- Once you do that, the Facebook page will automatically be liked to your Instagram profile and you will be able to connect your instagram account to your ShopMy account.
“It won’t let me choose the correct Instagram and is linking to the wrong one”
If you are receiving an error such as below, please watch the video here to see how to make sure the right Facebook ShopMy page is connected to the Instagram account you want to connect with ShopMy (e.g., listed as sole connected asset in Meta Business Suite)
Confirm ‘full access’ privileges in Meta Business Suite
Brand managers may have trouble connecting personal IG accounts to their ShopMy creator accounts, since their brand Meta account may be overriding the API connection (e.g., if the user only has partial access in the brand Meta account or a business partners’ access is automatically misconfigured)
- Navigate to the brand’s Meta account
- Open Meta Business Suite (multiple ways to access)
- Settings (gear icon in bottom left)
- Click People under Users
- Ensure your user has Full access (not partial access) to the business portfolio and/or other business partners are configured correctly
