Supermetrics Support Forum

Unable to See Instagram Account After Logging In

There is a known issue with the Instagram Insights connector that some users will not be able to see their Instagram business account as an option after successfully logging in to the connector. This is caused by an issue within Instagram/Facebook itself and can sometimes be resolved with the steps of resetting the app permissions. There is also "last resort" solution that can be used if nothing else works.

Quick links to sections below:

Before You Begin

Make sure that the following conditions are met before you try the methods to attempt to fix this issue:

  • The Instagram account must be an Instagram Business Account. It does not work with personal accounts.
  • The Instagram account must be linked to an active Facebook Page.
  • The Instagram account must use Facebook user authentication. It does not work with Instagram user authentication.
  • The Facebook user account has admin access to the linked Facebook page.
  • It is not confirmed to be required, but it may also help to have the Instagram account and linked Facebook page linked to a Business Manager account.

Method 1: Resetting the App Permissions

These are the "safe" instructions to try to have the missing account appear in the account list.

  1. Log into Facebook with the account that was used to authorize the Instagram connector.
  2. Use the following link to go to the Business Integration settings section: https://www.facebook.com/settings?tab=business_tools
  3. In the Active section, find the "Supermetrics Connector" option.
  4. Check the box next to that and then click the Remove button.

    WARNING! - There may be two different Supermetrics integrations listed. DO NOT delete the "Supermetrics" one as this can break integrations for Facebook Insights and Facebook Ads if you are using those connectors as well.

  5. Once the "Supermetrics Connector" business integration has been removed, go back to the Supermetrics product.
  6. Re-authenticate the Instagram Insights data source per the appropriate directions:
  7. It should now ask for permissions for the account in a pop-up like this:

    Example permissions pop-up allowing the user to confirm Supermetrics access to their Instagram business account

  8. Click on the link to "Choose what you allow".  
  9. You should be able to see a list of accounts. Make sure the missing one is listed and has the checkbox checked next to it.

    Example permissions pop-up that shows the Instagram account is selected with a blue checkbox

  10. Click OK to accept the access request. You should hopefully now be able to see the missing Instagram account.
    • If you still do not see the account listed, try the Method 2 below.
    • If you are not willing to do Method 2 (as it can cause data loss), see the Engaging Support section below for what we need to continue to investigate.

Method 2: Toggling the Account Type (Last Resort)

This is an alternative method that was tested by the developer team and was fairly consistent in getting the missing account to appear. It has some potentially costly downsides though - such as linking a new Facebook page and possible data loss - which is why it is marked as a "last resort".

  1. Perform steps 1-4 of Method 1: Resetting the App Permissions (Safe). Do not do step 5 there, instead continue with step 2 here.
  2. Open the Instagram App on your phone for the next steps.
  3. Open your account setting page in the app and then select the Settings icon.

    Red arrow pointing to the "Settings" icon in the account page

  4. Under the "Business Settings" section of the menu, select the option to Switch Back to Personal Account.

    Red arrow points to menu option "Switch Back to Personal Account"

  5. Confirm the selection by clicking Switch back.

    WARNING! - You might lose prior insights data or not be able to access it from the API when this is done. This is due to a quirk in how the Instagram API works.

  6. Go back to the Settings and under the "Account" section of the menu, select the option to Switch to Business Profile.

    Red arrow pointing to the menu option to "Switch to Business Profile"

  7. Click continue to go through the initial information to get to the part to Connect Your Facebook Page.
  8. VERY IMPORTANT - DO NOT LINK TO AN EXISTING PAGE! This will not work properly if you do and you will have to start over.
  9. Instead, click Create a Page, and go through the process to create a new page.
  10. Once the page is completed and the Instagram account is linked, go back to the Supermetrics connector.
  11. Re-authenticate the Instagram Insights data source:
  12. It should now ask for permissions for the account in a pop-up like this:

    Example permissions pop-up allowing the user to confirm Supermetrics access to their Instagram business account

  13. Click on the link to "Choose what you allow".  
  14. You should be able to see a list of accounts. Make sure the missing one is listed and has the checkbox checked next to it.

    Example permissions pop-up that shows the Instagram account is selected with a blue checkbox

  15. Click OK to accept the access request. You should hopefully now be able to see the missing Instagram account.
    • The above steps may have to be repeated multiple times to work. If you still don't see the account, perform the entirety of Method 2 again.
    • If you are not willing to do Method 2 (as it can cause data loss) or after repeated attempts you cannot see the account, see the Engaging Support section below for what we need to continue to investigate.

Other Known Issues

Newly added Instagram accounts may need the same app permissions set and it may not happen automatically. If the new account doesn't appear, perform the steps in Method 1: Resetting the App Permissions (Safe) to reset and redo the app permissions so that Supermetrics has been granted access to see the account.

The account may suddenly disappear again for no reason, even if these steps worked successfully for you before. It's due to the issue in Instagram and there's nothing we can do about it. You will need to perform the steps again.

Engaging Support

Before contacting support, make sure you have met the requirements set in Before You Begin and have performed the steps of Method 1: Resetting the App Permissions (Safe) at least once.

If you completed Method 1 and, either completed Method 2 but it didn't work OR you are unwilling to do method 2, please submit a new support ticket with the following information:

  • Confirm that you have completed the data access permissions for support: Granting Permission for Data Access to Support
  • Provide the name of the missing account.
  • Provide a screenshot of the Facebook permissions showing that the missing account is available and has permissions granted (See step 14 of Method 2 above for an example of what we need).
  • Confirm that you performed Method 1 and Method 2, or note that you are unwilling to perform Method 2.

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