If you're receiving an error message when trying to authenticate your social account(s), we're here to help! The steps you'll take to resolve these error messages are specific to social channel you're connecting, and the error message that you're seeing. We'll review some error messages below and the ways you can troubleshoot.Â
Tip: Visit Connect Your Socials for step-by-step guides on connecting different types of social platforms to your Link Accounts page.
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Instagram
There are three reasons why you might be receiving this error message:
- 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.
- Your Instagram profile is set as a personal account.Â
Note:Â 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:
- 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
- Select
(or Settings and privacy).
- Select Account type and tools.
- Select Switch to professional account.
- Select a category that best describes your account.
- Confirm Switch to professional account and select between a Creator or Business.
- 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.
- Complete setting up your account.
- Head to your Instagram account, and look for the
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
- Login to your Facebook account.
- Click on Settings & Privacy.
- In the dropdown, select Settings.Â
- Click on Business Integrations.
- Find CreatorIQ.
- Click
(or Remove).
Part Two: Reconnecting your Instagram account
- After removing CreatorIQ, navigate back to your Link Accounts page.
Note: Your Link Accounts is the page you received from your Campaign Manager to connect your social account(s).
- Hover over your Instagram handle and click
(or x) to remove it.
- Hover over the Instagram box again. You should see either Connect or Add. If you no longer see an Instagram box, click +Add another at the bottom of the page.
- Connect your Instagram account.
Note: We understand how important your data is, so we only collect read-only information. Please review our privacy practices for further information!
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Tiktok
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.
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YouTube
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!Â
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Facebook
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
- Login to your Facebook account.
- Click on Settings & Privacy.
- In the dropdown, select Settings.Â
- Click on Business Integrations.
- Find CreatorIQ.
- Click
(or Remove).
Part Two: Reconnecting your Facebook Page
- After removing CreatorIQ, navigate back to your Link Accounts page.
Note: Your Link Accounts is the page you received from your Campaign Manager to connect your social account(s).
- Hover over your Facebook handle and click
(or x) to remove it.
- Hover over the Facebook box again. You should see either Connect or Add. If you no longer see a Facebook box, click +Add another at the bottom of the page.
- Connect your Facebook Page.
Note: We understand how important your data is, so we only collect read-only information. Please review our privacy practices for further information!
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All Platforms
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.
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!Â