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Instagram troubleshooting

Missing Instagram accounts in Data Integration

If you cannot view Instagram accounts under the Accounts section in Data Integration, follow these steps. After each step, try to pull the accounts again to check if the issue resolves.

Step 1: Basic checks

  1. Refresh the Data Integration page in your browser.
  2. Test the connection to ensure it passes successfully.
  3. Check user permissions: Ensure that the user is authenticated with Data Integration has permissions on the Facebook pages linked to the Instagram business accounts.
  4. Re-authenticate the connection in Data Integration: Verify that the new connection passes the test.

Step 2: Known Facebook issue

If the accounts are not visible, this may be a known Facebook issue.

Follow these steps to resolve the issue:

Verifying Instagram-Facebook page connection

Confirm that the Instagram account is linked to a Facebook page, and ensure that the user who created the Instagram connection in Data Integration has the appropriate permissions for that page (preferably Admin access).

Verification process

  • Go to your Facebook Page Settings and click Instagram.
  • If the page details are not visible, the Instagram account is not connected to the Facebook page.
  • Refer to the instructions in the Steps to Connect Instagram Business Account to Facebook section.
  • Verify if the account's test connection is confirmed in Data Integration. If it is not, proceed to the next step.

Step 3: Reconnecting the Instagram account

  1. Disconnect the Instagram account from the Facebook page.

  2. Reconnect the Instagram account by following the instructions in the Establish a connection in Data Integration section.

  3. Verify if the account test connection is confirmed in Data Integration.

Step 4: Converting to Personal Account (Use with Caution)

Warning

Converting a business account to a personal account may result in losing insights data for posts created before the conversion.

  1. Disconnect the Instagram account from the Facebook page.
  2. Convert the Instagram account back to a personal account following the instructions in the Convert Instagram Account to Personal topic.
  3. Reconnect the Instagram account by following the instructions in the Establish a connection in Data Integration section.

Step 5: Checking the Instagram to Facebook page connection

Follow the instructions in the Help guide to verify if the Instagram page is connected to a Facebook page from Instagram.

Incompatible impressions metrics error

The error originates from the Instagram API's current metrics implementation for media types.

  • Instagram Reels, Photos, and Videos are grouped under the "VIDEO" media type.
  • No distinct "REELS" media type.

Error message

Instagram Error: (#100) Incompatible metrics (impressions) with reel media

This error occurs when Reels metrics are incompatible with "Impression" metrics for the "VIDEO" media type. If the data for a specified date range includes at least one Reel, the "Impressions" metric for "VIDEO" cannot be used.

Debugging example

A case was debugged where the client encountered this issue. Reel data was found in the specified date range, as shown below:

{
 'acc_id': '17841431825425604',
 'comments_count': 0,
 'id': '18010899317245522',
 'ig_id': '3319077046675270993',
 'media_type': 'VIDEO',
 'permalink': 'https://www.instagram.com/reel/C4Puv0dO21R/',
 'timestamp': '2024-03-08T08:00:43+0000'
}

Root cause

  • The Instagram API does not distinguish Reels as a separate media type.
  • "Impressions" metrics for the "VIDEO" media type are incompatible with Reel data.

Workaround and recommendations

  1. Remove Impressions Video Metrics:
  • Avoid using Impressions metrics for the VIDEO media type if the data contains Reels.

  1. Switch to New Metrics Implementation:

    • Use Instagram's updated New Metrics instead of the legacy ones, as they may handle Reels data more effectively.
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