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.
There is a connection issue or 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
My Enhanced profile badge isn’t showing up.
1. There is a connection issue or your connection has expired.
You may get a pop-up message when uploading campaign content to the platform that says “Oops. We ran into an unexpected connection issue on your profile.” This means that there is an issue connecting your social media accounts to the Hummingbirds platform. Even though you are likely only uploading content from Instagram, it’s important that you follow all of the steps below since it’s all connected under Meta.
Disconnect:
1) On the Hummingbirds platform - click on the X next to both Instagram and Facebook
2) On Facebook (browser or app) - Go to Settings and Privacy > Settings > Business Integrations. Find Hummingbirds Insights and click Remove.
Reconnect:
1) Back on the Hummingbirds platform, follow the steps to reconnect Instagram and Facebook
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 and at some point the Hummingbirds platform was connected to the other account. Also, even though you are likely only uploading content from Instagram, it’s important that you follow all of the steps below since it’s all connected under Meta.
Disconnect:
1) On the Hummingbirds platform - Go to My Profile > Social Networks and click the ‘x’ next to both Instagram and Facebook platform (this just disconnects it within Hummingbirds).
2) On Facebook (browser or app) - Go to Settings and Privacy > Settings > Business Integrations. Find Hummingbirds Insights and click Remove.
3) On Instagram (app) - Go to Profile > Settings and Privacy > Website Permissions > Apps and Websites. Find Hummingbirds Insights and click Remove.
(If on Instagram browser, go to Profile > Gear Icon > Apps and Websites and click Remove on Hummingbirds Insights.)
Make sure you do the above steps on ANY Facebook and Instagram accounts you manage. This serves as a “reset” to get the correct account connected to the Hummingbirds platform.
Reconnect:
1) Back on the Hummingbirds platform, follow the steps to reconnect Instagram and Facebook. When doing this, make sure you are ONLY logged into the account that you want to connect to your Hummingbirds profile.
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.
Follow the steps in #2 “the platform is only giving me the option to connect one account, but it’s not the right one.”
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!
5. My Enhanced profile badge isn’t showing up.
For the Enhanced Profile to work, there are three things that need to be confirmed:
1. You'll need a personal Facebook Page (not profile) connected. To confirm you've got this head to Instagram -> Edit profile, It should look like this:
There must be a page connected in order to get an Enhanced connection.
2. You'll need to be a Creator account on Instagram: If it is a Creator account, you will see the option to select a category below that. If you don't see this, it is not a Creator account.
3. The connected Facebook page cannot be a professional account: On Facebook, most Facebook Professional accounts you can tell from their About page as it says "Digital Creator" or something similar. If it does not say that, you should be good.
