Common Instagram connection issues – ShopMy

Using the ShopMy App

If you are trying to connect via the ShopMy app, we suggest you move over to the desktop before trying the below.

Instagram Account is Not a Creator or Business Account

Check that your account is a Creator or Business Account

Go to the Menu in the top right of your Instagram page

Select “Settings and Activity.”

Under “For Professionals” select “Creator tools and controls.”

Scroll to and click “Switch account type.” If it says “Switch to Business/Creator” and “Switch to Personal”, then your account is either a business or creator account and you are all set.

If it only shows “Switch to Creator” and “Switch to Business” you have a personal account and must switch to one of those options.

See illustration below:

Instagram Account is Private

Check that your account is public

Go to the Menu in the top right of your Instagram page

Select “Settings and Activity.”

Scroll down to “Account Privacy.” It should say “Public”

See illustration below:

Delete the ShopMy Integration and Edit Requested Access

After each troubleshooting error, we recommend deleting the incorrect ShopMy business integration from your facebook account. This is because Meta will save your recent connections data and you’ll want to clear this in order to tell it to connect elsewhere.

Go to your Facebook account and navigate to the drop down carrot in the top right corner.

Click on Settings and Privacy → Settings

Search for “Business Integrations” on the left hand side and select it

From there, remove the ShopMy Integration

Once deleted, return to ShopMy Account Settings on desktop and press Connect Instagram

Click into Edit Access

Toggle on / off the appropriate Meta account and business page you created

Once complete, click the grey x to save your choices and press Continue As

Your ShopMy should now be connect to the correct Instagram account.

Permissions

When logging into Facebook from your ShopMy account, please make sure you allow all permissions for everything to connect properly.

Clear Your Cache (Chrome Required)

If you’re having trouble logging in to the correct account, we recommend clearing data by following the two steps below. This will allow us to read a new communication from your Meta page (instead of being stuck as the same “Continue as ___”).

Google Chrome is recommended for this over Safari and other browsers

After browser cookies / cache (see screenshots below) in the Facebook pop-up before re-logging in, just to be safe!

Hard-refreshing the ShopMy page (your account settings page you have open on your browser). You can do this with the following based on your computer:

Mac → command + r keys together

Windows → control + r keys together

Confirm ShopMy Facebook Page is Linked to Instagram

If you see the following error:

Check if you have a Facebook page linked to your Instagram

Go to your Instagram app (on your phone) and click “Edit profile”.

Under “Profile information”, click the section called “page”.

Here, you can see if you have a Facebook page already connected. If there is already a page connected, you are all set.

If it says “Connect or Create” no page is connected and you must connect an existing one or create a new one.

Click “Create a new page”

Give your Facebook page a name and, under categories, select a business category (e.g. home businesses, business services, etc.).

Once you do that, the Facebook page will automatically be liked to your Instagram profile and you will be able to connect your instagram account to your ShopMy account.

If your Instagram is Linking to the Wrong Account

If you are receiving an error such as below, please watch the video here to see how to make sure the right Facebook ShopMy page is connected to the Instagram account you want to connect with ShopMy (e.g., listed as sole connected asset in Meta Business Suite)

Confirm “Full Access” Privileges in Meta Business Suite

Brand managers may have trouble connecting personal IG accounts to their ShopMy creator accounts, since their brand Meta account may be overriding the API connection (e.g., if the user only has partial access in the brand Meta account or a business partners’ access is automatically misconfigured)

Navigate to the brand’s Meta account

Open Meta Business Suite (multiple ways to access)

Settings (gear icon in bottom left)

Click People under Users

Ensure your user has Full access (not partial access) to the business portfolio and/or other business partners are configured correctly