Troubleshooting connecting social profiles to the hummingbirds platform
troubleshooting connecting social profiles to the hummingbirds platform
There are a couple of reasons why this might be happening. Take a look at the below troubleshooting ideas and if those don’t work, feel free to reach out to help@hummingbirds.com.
Your connection has expired
The platform is only giving me the option to connect one account, but it’s not the right one.
You’re connected to the right account, but it’s pulling content from a different account.
Your Facebook account is accidentally a professional account
1. Your connection has expired
Since you've been on the platform for some time, the connection times out to protect your security. To upload content from your campaign, you need to fully disconnect and reconnect Instagram and Facebook using the instructions below, which should take about 5 minutes to complete.
Remove the app from Instagram and/or Facebook:
First disconnect within the Hummingbirds platform. Go to Profile > Social Networks and click the ‘x’ next to each platform. This will disconnect you within Hummingbirds so you can reconnect, but does not remove the stored preference Meta has. To fix that, continue on:
Next, remove the app from Facebook.
If you are on Facebook (browser or app), Click on your Icon/Profile in the top right corner (browser), or the bottom right corner (app). Then click on Settings and Privacy > Settings. From here, on the left hand side click on Business integrations. On this page, click remove on Hummingbirds Insights.
Finally, remove the app from Instagram
If you are on the Instagram phone app, go to Profile > Settings and Privacy > Website Permissions > Apps and Websites. From here, click remove on Hummingbirds Insights.
If you are on Instagram in the browser, go to Profile > Click on the Gear Icon in the top right. Click on Apps and Websites. From here, click remove on Hummingbirds Insights.
2. The platform is only giving me the option to connect one account, but it’s not the right one.
Why is this happening? You are likely logged into the wrong Instagram account when you integrated in the Hummingbirds platform. Follow the steps in ‘1. Your connection has expired’ to get set up to the right account!
3. You’re connected to the right account, but it’s pulling content from a different account.
Because Meta tries to help by remembering previous selections, you may need to turn off access to the accounts you do not want connected when you are in the process of integrating Facebook to the platform.
If you’ve already connected, follow the steps here to disconnect from the platform and Facebook and start over.
Once you integrate Facebook to the platform, you’ll click “Edit Access” on the window that appears when you choose “Finish Connecting.”
4. Your Facebook account is accidentally a professional account
It’s possible that your Facebook account is accidentally a professional account!
We noticed a few birds have professional accounts but don’t realize it. Even our CEO and co-founder didn’t! If you want to fully connect your social accounts to the Hummingbirds platform (required to get an Enhanced Profile), follow the steps in this video to switch your Facebook to a personal account.
After, you should be able to reconnect and be good to go!
IF YOU WANT TO KEEP A PROFESSIONAL FB ACCOUNT:
With the platform updates, it is only possible for the Hummingbirds platform to pull Facebook content from personal pages. As you may have noticed, fewer campaigns require Facebook, but it will not be guaranteed for campaigns.
If you want a professional account, you can absolutely keep it and continue posting there - just let us know so we can track any Facebook content manually. That being said, please fully disconnect your professional Facebook account from your bird profile.
If you have a personal Facebook page you're willing to connect your hummingbirds account to instead, that will allow you to get an Enhanced Profile!
