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Troubleshooting a Disconnected Facebook or Instagram Account

If your account was recently disconnected from Facebook or Instagram, use this guide to identify and resolve the most common connection issues.

Written by Carm Ang
Updated over 3 weeks ago

❗Heads up: If you have switched your Instagram account or the Facebook Page previously linked to CrowdRiff, this will cause a disconnection that cannot be resolved through the steps below. Please contact the our support team right away.

Why am I seeing an error message after clicking Re-authorize?

This means your Facebook token has expired. You may see one of the following messages:

  • "Account re-authentication failed. Please ensure you're signed into the correct social account and try again."

  • "Cannot connect to Instagram Account. Please try again or contact support."

To resolve this: Reach out to the support team to request a soft reset of your account. Once your account has been soft removed, you'll be able to reconnect it to CrowdRiff.

How do I fix interrupted permissions in Facebook Business Integrations?

  1. Log in to the Facebook profile linked to your Facebook Page.

  2. Navigate to Account > Settings & Privacy > Settings.

  3. In the left-hand panel, select Security and Login > Business Integrations.

  4. Click View and Edit on the CrowdRiff integration.

  5. Ensure that all permissions for accounts connected to CrowdRiff are turned ON. Make sure to expand each section to verify.

  6. Try reconnecting again.

How do I fix an interrupted connection between my Instagram account and Facebook Page?

From Facebook

  1. Go to your Facebook Business Page and click Professional Dashboard > Linked Accounts > Instagram.

  2. Confirm your Instagram account appears and the connection looks correct.

    • If no issues are visible, try reconnecting again.

    • If there is an issue, you may see a prompt to review your account connection. Click Review Connection and follow the prompts.

  3. If further action is needed, refer to these Facebook help resources:

  4. If you're unable to complete the connection, open a support ticket with Meta Support through Business Manager.

From Instagram

  1. Open the Instagram mobile app and sign in to your Instagram Business profile.

  2. Tap your profile picture, then select Edit Profile.

  3. Under Public Business Information, find the connected page listed under Page.

    • If you see an orange Confirm button next to your connected Facebook Page, tap it and follow the prompts.

Need more help?

If you have any other questions, feel free to send us a message!

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