Connecting your social accounts lets ShopMy monitor organic mentions from creators, so you can see who's already talking about your brand and driving organic traffic. This helps you discover new promoters and keep your Mentions feed accurate across Instagram, TikTok, and YouTube.
To connect, go to Account Settings, select Connected Accounts, and click Connect your social accounts.
Troubleshooting: Instagram connection issues
If you're having trouble connecting your Instagram account, work through the steps below in order.
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.
- 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 Switch account type. If you see both "Switch to Business/Creator" and "Switch to Personal," your account is already set correctly.
- 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.
- Go to the Menu in the top right of your Instagram page.
- Select Settings and Activity.
- 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
- Go to your Facebook account and click the dropdown arrow in the top right.
- Select Settings and Privacy → Settings.
- Search for Business Integrations in the left panel and select it.
- 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.
- In the Facebook pop-up, click the settings icon in the top left of the browser bar.
- Select Cookies and site data from the dropdown.
- Click Manage on-device site data.
- You'll see a list of sites - click the trash icon next to both facebook.com and www.facebook.com to delete them.
- 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.
Other Issues
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.
- Go to your Instagram profile and tap Edit profile.
- Under Profile information, tap Page.
- If a page is already connected, you're all set. If it says Connect or Create, no page is linked.
- Tap Create a new page, give it a name, and select a business category.
- 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.
- Navigate to your brand's Meta account.
- Open Meta Business Suite.
- Go to Settings (gear icon, bottom left).
- Under Users, click People.
- Confirm your user has Full access - not partial access - to the business portfolio.
