Trouble shooting - Instagram account connection

If you are facing any issues with your Instagram connection or functionalities, please make sure:

  1. Your instagram accounts is a Business account.
  2. You have allowed all permissions while connecting your account to our app.
  3. Your Internet is not connected to a VPN connection.
  4. Have the 3rd-party app access to messages option enabled.
  5. Choose the right account to perform a test.

Please check the following information for details.

Make sure your Instagram is a Business Account

If you are not sure whether your Instagram is a Business account or not, or don't have an idea how to turn it into one, click here.

Make sure all permissions are allowed while connecting your Instagram accounts

If you are not sure whether you have allowed all permissions or not, disconnect your account and re-connect it to our app again. Check the following screenshot for details.

Make sure your internet connection is not connected to a VPN

If your internet connection is connected to a VPN connection, the Meta platform will not allow you to connect your Facebook and Instagram account to any apps.

Make sure you have the "Allow access to messages" option enabled in your Instagram account.

The option of "Allow access to messages" allows third-party apps to automate messages from your Instagram Direct.

This option is enabled for most of Instagram accounts by default, however, some of Instagram accounts may not have it enabled by default.

You may follow the instructions below to check and enable this option (have to be done in the Instagram mobile app, the Instagram desktop version does not have this option).

  1. Open Settings and Privacy by tapping the menu icon at the right top corner of Instagram app.
  2. Choose Message and Story replies
  3. Choose Message requests (or Message control)
  4. Make sure the Allow to access messages option is enabled in the Connected tools section.

See the following screenshots for details.

Choose the right account to preform the testing tasks.

  1. If you are testing the InstaChat app, make sure you are using an account other than any accounts connected to our app to chat with the Inbox Sales AI enabled accounts. 
  2. If you are testing the InstaShop app, while commenting on the post, make sure you are using an account other than the account owns the post. 

Still a problem?

After having all above things checked and still facing any issues, please contact us via support channel of the app you are current using.