I get this error message in my Instagram Sales Channel on Shopify "Your connected Facebook Page on Shopify isn’t connected to an Instagram Account. Learn more about connecting your Instagram account to your Page." even though my Page is linked to my Instagram Business Account. Can you please fix that? Thank you!
This is Rae from Shopify. Thank you for reaching out about your Instagram connection, and welcome to the Community.
When this error occurs, there are a few different troubleshooting steps I recommend trying to get this resolved.
As a starting point, can you please open your Instagram app from a mobile device and login to your business account. Then, head to your profile and open the menu in the top right hand corner. From here, select 'Settings > Account > Linked accounts'. Under 'Facebook', please check to make sure your correct Facebook business page is linked. If the incorrect page is linked, just tap on 'Facebook' to connect the correct account instead.
Next, please login to your Facebook account and head into your business page. Click 'Settings' and then scroll down to 'Instagram'. Double check to make sure your business Instagram account is connected to your Facebook page here. If it's not already connected, please go ahead and do this.
After you've completed these steps, are you able to tag products correctly on your Instagram app?
Please keep me posted on the above. I look forward to hearing back from you about this!
Thank you for reaching out about the troubles you're having with your Instagram and Facebook connection. I understand the urgency in resolving this, and I'm glad to help out further.
To confirm, do you see the option to tag products on your Instagram posts through your Instagram app? If so, this is a great sign!
If you're not seeing this option currently, we can certainly help troubleshoot and track down the issue. With that being said, on your Facebook Business page, do you see a 'Shop' tab?
Additionally, in your Shopify admin, do you see any errors listed under the 'Facebook Shop' section? Or, is your Facebook Business page showing as 'connected' here?
Looking forward to hearing back from you regarding the above!
Thanks for following up with these details.
It sounds like your Facebook page is set up correctly, which is excellent. However, since you're still unable to tag products on Instagram, I recommend trying the following steps to troubleshoot further:
Once your Business Facebook account is definitely linked here, please follow these steps:
If you're unable to see the 'Shopping' section or the catalog information mentioned in steps 4 and 5 above, please make sure your Instagram app is fully up to date. If the app is already updated, I recommend toggling your Instagram account from a business account, to a personal account, and back to a business account once again. You can do this by following these steps.
If you're still unable to tag products on Instagram after completing these steps, please reach out to Instagram directly for more assistance on this, as this is something that will need to be investigated further on Instagram's end. To contact them, I suggest submitting a report directly through your Instagram app by following these steps.
Let me know how this goes!
I appreciate your response.
It looks like the images you attached unfortunately didn't come through to me here. With this in mind, can you please attach these again using the 'Photos' button directly above the text box when typing a reply to me? This button can be found beside the other formatting options. It looks like this:
If you're unable to toggle your account between a personal and business account, then this may need to be looked into by Instagram further. However, once I receive the screenshots from your app and check out the options you're seeing, I can take a closer look.
In the meantime, I'm glad to hear that you've already contacted Instagram about this. Hopefully they can get back to you with more information.
Thank you for reaching out to let me know about the troubles you've having. I'm sorry to hear about the frustration this has caused, and I'm glad to help offer more assistance.
To confirm, are you also receiving this error message: "Your connected Facebook Page on Shopify isn’t connected to an Instagram Account. Learn more about connecting your Instagram account to your Page." ?
If so, I suggest working through the additional troubleshooting shared above in this thread to ensure:
If you've followed all of these steps, and you're still unable to tag products on Instagram, then I recommend reaching out to Instagram about this directly for more assistance, as they will need to investigate this further on their end. You can do this by submitting a report via your Instagram app, as outlined here.
Please feel free to reply to me here if you have any questions or concerns about the steps mentioned above. I'm happy to help further!