Why am I receiving an error message when I try to authenticate?

There are two reasons why you might be receiving this error message:

1. The most common reason that you'll run into an error when connecting an Instagram account is that a Facebook Page is not connected to your professional (business or creator) Instagram account.
   

   Note: The Facebook Page can be blank and does not necessarily have to be active. However, you are required to connect a public page to your professional Instagram account; a public personal Facebook account will not work.

   To resolve this error, connect or create a Facebook Page through your business or creator Instagram account. It's important to double check that your Instagram is connected to a Facebook Page, even if you think it already is!  You can check this by heading to your Instagram Profile, clicking Edit Profile and checking the Page option under Profile Information. If you don't see a Facebook Page linked here, then you'll need to follow the instructions to connect or create a Facebook Page.
   
   
2. You may be logging into the wrong Facebook account.
   Make sure you sign in with the Facebook profile that owns the connected Page/Instagram account and has admin access. Try logging out of Facebook in all tabs, then:
   1) Sign back in with the correct Facebook profile,
   2) Confirm the Page/IG is owned by that profile (and you have Full Control),
   3) Return here and re-authenticate.
   
   
3. Your Instagram profile is set as a personal account. 
   

   Note: If you do not plan to update to a professional Instagram account, you can still add your username. However, you and your Campaign Manager will not receive most of these benefits.

   To resolve this error, update your Instagram account type to a business or creator account using the steps below:

   1. Head to your Instagram account, and look for the (or Menu) button located in the top right-hand corner of the mobile app, or the bottom left-hand corner of the desktop app
   2. Select (or Settings and privacy).
   3. Select Account type and tools.
   4. Select Switch to professional account.
      
   5. Select a category that best describes your account.
   6. Confirm Switch to professional account and select between a Creator or Business.
   7. You can connect your Facebook account to your Instagram account at this time. Note that it is required to have a public Facebook page connected to your Instagram account in order to link to CreatorIQ.
   8. Complete setting up your account.

As a standard practice, most social platforms request that you review third-party permissions when connecting your account with a partnering brand/agency. All permissions must be enabled to successfully authenticate your social accounts.

To fix this, there are two parts – resetting your Meta Permissions and reconnecting your Instagram account.

Part One: Resetting your Meta Permissions

1. Login to your Facebook account.
2. Click on Settings & Privacy.
3. In the dropdown, select Settings. 
4. Click on Business Integrations.
5. Find CreatorIQ.
6. Click (or Remove).

Part Two: Reconnecting your Instagram account

1. After removing CreatorIQ, navigate back to your Connect Accounts page.
   
   

   Note: Your Connect Accounts is the page you received from your Campaign Manager to connect your social account(s).

2. Disconnect your Instagram account on this page.
3. Click Authenticate Instagram account.
4. Reconnect your Instagram account.

If you're seeing this platform-specific error in the authentication pop-up window, it's likely an issue that will require attention from the Meta Support Team. You can access Meta Business Support here.

This error means that your profile features audience controls, and is not visible for users who are not logged in to TikTok. Due to this, CreatorIQ cannot “see” and authenticate your profile. To resolve this, you can change your audience control settings on TikTok here.

You'll see this error if you try to connect your TikTok account while you're logged in to more than one TikTok account within the TikTok app.

To resolve this, you have two options:

• You can either log out of all other TikTok profiles within the app, and then try connecting your TikTok account again. Or;
• You can instead try to connect your TikTok using a desktop device (e.g a laptop), where you're not logged in to any of your TikTok accounts.

You're likely seeing this error because the Google account that you've selected as part of the authentication process isn't the Google account that is connected to your YouTube channel. 

To resolve this, first double-check which of your Google accounts is linked to your YouTube channel, and try linking your YouTube account again, being sure to select the correct Google account during this process. If after trying this, you're still running into this error please notify our Support Team who will be able to help resolve this! 

You'll see this error if you are trying to authenticate with a Facebook Profile. To complete authentication, you must have a public-facing Facebook Page; learn more about creating a Page here. 

As a standard practice, most social platforms request that you review third-party permissions when connecting your account with a partnering brand/agency. All permissions must be enabled to successfully authenticate your social accounts.

To fix this, there are two parts – resetting your Meta Permissions and reconnecting your Facebook Page.

Part One: Resetting your Meta Permissions

1. Login to your Facebook account.
2. Click on Settings & Privacy.
3. In the dropdown, select Settings. 
4. Click on Business Integrations.
5. Find CreatorIQ.
6. Click (or Remove).

Part Two: Reconnecting your Facebook Page

1. After removing CreatorIQ, navigate back to your Connect Accounts page.
   
   

   Note: Your Connect Accounts is the page you received from your Campaign Manager to connect your social account(s).

2. Disconnect your Facebook account on this page.
3. Click Authenticate Facebook account.
4. Reconnect your Facebook Page.

If you're seeing this platform-specific error in the authentication pop-up window, it's likely an issue that will require attention from the Meta Support Team. You can access Meta Business Support here.

We request all creators to verify their identity by adding the verification code they receive from their email. Please contact your campaign manager or our Support Team to check the email we have on file for you!

The authentication link, or Connect Accounts page, never expires.

For security purposes, however, you must verify your email by entering the code you receive when prompted. This verification code is only valid for 10 minutes. If it expires, you will need to request a new one.

If you're logged into your Connect brand account, your session will end after 24 hours or when you log out of your portal. You will need to reauthorize your account when you log in again.

You're likely seeing this error because you’ve previously created an account, or your partnering brand or agency has created an account on your behalf.

First, double-check that your username/URL is correct. If it is correct, and you're still receiving this error message, our Support Team will be able to help resolve this! 

If you're unable to proceed to the next step in your creator onboarding process (i.e. unable to click on the Next Step button), it likely means that your partnering brand or agency has made authentication for the specified platform(s) a requirement for you to participate in their campaigns. All platforms that require authentication will be marked with an asterisk on your Connect Accounts page If you do not have an account on a required social media platform, you can either create a social account to proceed with your onboarding, or you can reach out to your Campaign Manager to discuss possible alternatives for joining the campaign without meeting this authentication requirement. Read more about how you can contact your Campaign Manager here.