Troubleshooting Facebook and Instagram connections – Hookle

If you're experiencing difficulty connecting or reconnecting a Facebook Page or Instagram account, you're in the right place.

Because Instagram needs to be linked to a Facebook Page for it to function in Hookle, this guide is meant for those aiming to utilize Facebook pages along with Instagram professional (business or creator) accounts.

Configuring these channels is a bit more complex compared to other social networks, so we're here to guide you through each step. Follow these steps in order to identify connection issues; skipping any may prevent Hookle from connecting your account. If you encounter any questions during the process, please contact us.

Shortcuts

1. Check your admin settings (FB and IG)

In order to connect or reconnect your Facebook Page in Hookle, you’ll first need to be set up as an admin of the Facebook Page with Full Control.

To review settings in the Professional Dashboard

On Facebook, ensure you are logged in as your Page (not your profile).
Navigate to the left menu (profile picture at the top right on mobile) and click on the Professional Dashboard.
Select Page Access from the left menu (settings at the top right on mobile).
Click on your name; a popup should confirm, "This person has full control. If the message "This person has full control" is not displayed next to your Facebook profile name, you'll require a person with full control to adjust your permissions. If your Facebook profile name isn't listed, it's possible you're using Meta Business Suite; in this case, check the steps to "Check settings in Meta Business Suite" below to proceed.
Once full control is granted in the Professional Dashboard, proceed to the next section (right below) to verify your admin settings in Meta Business Suite, ensuring it is also set to 'Full Control.'

Check settings in Meta Business Suite

To begin, navigate to your Meta Business Suite Settings. If you find yourself on a page with multiple Business Suite accounts, start by selecting the account associated with the specific Facebook Page you intend to access. Note: If you cannot locate the desired Business Suite account, it indicates that you haven't been set up properly as an admin with Full Control in that Business Suite. In such cases, seek assistance from a team member.

There are three places to verify permissions.

Firstly, click on "People" under the "Users" section. Ensure your name is on the list and that the setting "Full control: Everything" is toggled on in the "Business account access" field.
Now, let's proceed to the second step. Go to "Pages" in the "Accounts" section and check for your name on the list. Click the arrow icon to confirm that the setting "Full control: Everything" is toggled on.
The third step involves checking for a warning by navigating "Instagram accounts" under Instagram. If you find it, enable additional settings by logging into your Instagram account.

That completes the process! You can now proceed to verify your permissions (just below) before attempting to connect your channel to Hookle again.

2. Check your permissions (FB and IG)

One frequent cause of connection issues arises from lacking permissions between Facebook and Hookle. During the Instagram and Facebook connection process, we display a list of required permissions for Hookle. It's vital that all permissions are granted for all pages, even those not directly linked to Hookle. Any missing permissions may hinder us from identifying the channels you manage.

Follow these steps

Access the Facebook personal profile with admin privileges and Full Control on the Facebook Page.
Click the small drop-down arrow at the top right of your screen (on the profile picture), then navigate to Settings & Privacy > Settings.
Go to Business Integrations on Facebook. Note that these settings are located on your Facebook profile, not within the Facebook Page settings. Therefore, you must use Facebook as your profile to access them.
Find Hookle in the list and select "View and Edit."
Scroll down to the list of Pages, ensuring that ALL boxes are selected. If necessary, click "See all pages" to expand the list and reveal those requiring permission. Enable all the empty boxes. Note: If you do not find individual Pages listed in the following screens, it indicates that you've previously granted Hookle permissions to access all Pages, which is the preferred setup. In such case, there's no need to review any Pages here. Instead, you should reestablish authorization by following the steps to Reauthorize the connection between Hookle and Facebook/Instagram.

Now, for connecting a Facebook Page, return to Hookle and attempt to connect the Page again. If the Page connection fails, proceed directly to the section on reauthorize the connection between Facebook and Hookle. If connecting an Instagram account, make another attempt. If the connection issue persists, continue through the remaining steps in this article.

3. Check and convert your Instagram account type (IG only)

When connecting Instagram, ensure your channel is set as a professional account, such as a business or creator account. Although it's possible to convert to a professional account within the Instagram app, we recommend completing this process through Facebook to ensure a Facebook page is correctly associated with the Instagram account.

Convert Instagram account to a professional via Facebook (recommended)

Head over to Facebook and navigate to the list of Pages you have access to (or click this link). Click on the Page that you'll associate with your Instagram, or create a new Facebook page if you don't already have one. Note: You must have admin access with full control on the Facebook page you're associating to your Instagram. Follow the steps above to check the admin rights and permissions.

Navigate to your Page settings, select Linked Accounts -> Instagram, and click "Connect Account".
Next, click Connect, Confirm to proceed through the connection prompts, and enter your Instagram login credentials. If you're already signed in or your credentials are saved, just click Continue.
A pop-up window will appear, guiding you through setting up your Instagram professional (business or creator) account. Follow the on-screen instructions. Note: If the pop-up window for setting up your Instagram professional account doesn't appear, try converting via the Instagram app.
Facebook might ask you to "review account connection" after your Instagram was connected. Please click the "Review connection" button -> "Confirm" -> "Confirm connection". You should get confirmation "Connection confirmed".
After converting your account, attempt to reconnect Instagram to Hookle. If successful, you're done. If issues persist, please verify the connection between Facebook and Instagram.

Convert from personal to professional on Instagram app

Find instructions here on how to convert your personal account to a professional on Instagram app.

Reconvert your Instagram account

In specific scenarios, such as when your Instagram account is a business or creator account without a correctly linked Facebook Page, or if you encounter errors posting to Instagram, you may need to revert your Instagram account to a personal profile and then switch it back to a professional account. Note: converting your Instagram account back to a personal profile will result in the loss of your Insights in Hookle.

To reconvert: Open the Instagram app on your mobile device, go to Settings, tap 'Business/Creator tools and controls', select 'Switch account type', select 'Switch to personal account,' and then 'Switch'. Your Instagram account will now be a personal profile. Follow the recommended steps above to convert it to a professional account via Facebook, ensuring you link a Facebook Page.

4. Check the Facebook and Instagram connection (IG only)

After confirming that your Instagram account is a business or creator account, check to ensure your Facebook Page is properly connected to Instagram in both Facebook page settings and Meta Business Suite, as guided below.

Check the connection on your Facebook page

Log in to the Facebook Page associated with Instagram, navigate to the Professional Dashboard and select Linked Accounts. If your Instagram is connected properly, the options should be “View Details” and “Disconnect Account” on the screen.

Other options you might see on the screen:

If you see a button that says Connect Account, it means your Instagram account is not linked to your Facebook Page. Click "Connect account" and follow the onscreen instructions.
If you see the "Get Started" button, your Instagram account is linked to your Facebook Page but hasn't been converted to a professional account. Click on "Get Started," follow the on-screen prompts to convert your Instagram account to a professional account, and then attempt to connect your Instagram account again.
If you see "Review Connection" button, it means that the account needs confirmation before Hookle can verify the connection. Click the button and follow the prompts to confirm. Note: If you encounter any issues during this process, you may need to contact Facebook Support for assistance in confirming the connection.

If you're using Meta Business Suite, you can follow the steps below to check and make sure there are no alerts. Otherwise, you can try connecting Instagram to Hookle again.

Check Instagram connection in Meta Business Suite

Visit Meta Business Suite and check for alerts regarding unavailable features. If the alert is prompted or there's an alert notification on the dashboard, click on "Get Started" or "Confirm".

If you don't see an alert and your Instagram channel is correctly linked to your Facebook Page, attempt to reauthorize the connection between Facebook and Hookle using the steps below.

5. Reauthorize the connection between Facebook and Hookle (FB and IG)

If the steps above didn't help connect your Facebook or Instagram channel, you might need to reauthorize the connection between Hookle and Facebook.

In Facebook, click the small drop-down arrow at the top right of your screen (on the profile picture), then select Settings & Privacy > Settings. Next, click on Business Integrations. Note: these settings are located on your Facebook profile, not within the Facebook Page settings. Therefore, you must be using Facebook as your profile to access them.
You should find Hookle listed in the integrations area. Click 'Remove.' A window will pop up asking if you want to remove Hookle; click 'Remove.' Note: this action removes the Hookle app integration within Facebook, not your Hookle account.

Return to Hookle and attempt your connection again. When connecting or reconnecting your Facebook or Instagram channel, ensure to accept all permissions and all pages (even those not connected to Hookle) during the authorization process. Note: you'll see an option to 'Choose what you allow' or 'Edit access'. While this option is necessary in this step according to Facebook's guidelines, any modifications to the permissions here will prevent us from authenticating with Facebook, making it impossible to connect your channels.

Facing issues? Contact us with the error (with a screenshot) you encounter, and we'll be glad to assist with troubleshooting!