Common Issues

Missing Permissions

If you see an error that is preventing you from connecting a Facebook page or Instagram account, the issue is usually related to permissions.

The user who logged in with Facebook must be:

• An administrator of the Facebook page being connected
• An administrator of the Facebook Business that owns the page

Both conditions must be met. If the user only has a role on the page but is not an admin of the owning business (or vice versa), the connection will fail.

To fix this, ensure the correct user is logging in, or ask a Business administrator to grant the appropriate roles in Meta Business Suite.

Invalid User Tokens

User tokens can become invalid if permissions are revoked, the token expires, or the Facebook login session is no longer valid.

Regenerating the user token

1. Go to the Social Media settings page for your business
2. Click Log in with Facebook
3. During the Facebook login flow, select "Opt in for all current and future Pages/Businesses/Instagram accounts"

If the "Opt in for all current and future" option is not immediately available, click "Edit settings" in the Facebook login page to access it.

Fixing permission issues

In some rare cases, the wrong permissions can be granted during the login flow. To fix this:

1. Go to Facebook Business Tools settings
2. Find and click Octocom
3. Ensure that all permissions listed there are granted for all relevant pages and businesses
4. Return to the Social Media settings page and regenerate the page tokens for each connected page

Invalid Page Tokens

Page tokens can become invalid if the underlying user token is revoked or if permissions on the page change.

Steps to fix

1. Go to the Social Media settings page for your business
2. Click Regenerate Token next to the affected page
3. If regenerating the token does not resolve the issue, refresh the user token by clicking Log in with Facebook and completing the login flow again