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Troubleshoot: Facebook & Instagram connection

Can't connect or are your accounts disconnecting?

Cannot connect to Facebook

Are you experiencing difficulty connecting your Facebook account, or is your Facebook page displaying a 0/0 status? Check this troubleshooting guide to resolve connection problems and post-publishing issues.

In addition to Facebook, this guide also covers connecting Instagram to your Renowned profile, setting up accounts effectively, and resolving repeated disconnection issues.

If you have NOT connected Facebook before

Before proceeding, ensure you have a Facebook Business Page (personal profiles are not supported) and that your Instagram account is converted to a Professional account (Business or Creator) with proper linking for seamless integration.

Additionally, Facebook Professional Mode does not qualify as a Business Page for integration, so ensure you are using a proper Facebook Business Page.

  1. Log Out of Facebook: Start by logging out of your Facebook account on your browser to avoid login conflicts.

  • Check if you are logged into the correct Facebook account that has admin access to the business profile.

  • Disable pop-up blockers in your browser, as social account connections often require pop-ups for authorisation:

  • Chrome (PC): Go to Settings > Privacy & Security > Pop-ups & Redirects and allow pop-ups for Renowned.

  • Safari: Navigate to Preferences > Websites > Pop-up Windows > Allow pop-ups for Renowned. *Chrome and Safari are the desired browsers> For other browsers or configurations, ensure pop-up blockers are disabled by accessing your browser settings to permit pop-ups for Renowned.

For best results, complete the connection process on a desktop computer.

  • Check if you have allowed all permissions for what RateMyAgent is allowed to do.

  • Clear your browser's cache and cookies if errors persist or if the incorrect account is being connected. After clearing, reconnect by following the usual steps.

  • Log out of Facebook in all browser tabs to prevent session conflicts.

  • Connect your Facebook account in Renowned:

    • Open your agent profile and go to Social Media Posts in the left sidebar.

    • Click Settings > Connect Facebook.

    • Log in with the Facebook account that has admin rights to the correct Business Page.

    • Grant all requested permissions and select the correct Instagram Professional account (if applicable).

If you HAVE connected with RateMyAgent before

You will need to remove RateMyAgent from the business integrations on your Facebook personal account

  1. Log in to Facebook with your email address and password in your personal profile.

  2. Access Settings & Privacy by clicking your profile photo on the top right-hand corner, then click Settings

  3. Go to Business Integrations on the left-hand side menu

  4. Find "Curated Social" or "RateMyAgent" under the Active tab

  5. Remove the app by clicking the 'Remove' button

  6. If connection issues persist, try using a different browser or switch to a desktop device for optimal performance.

A pop-up window will appear asking for confirmation. Click on 'Remove' again to confirm.

  • Once the RateMyAgent app is removed, go back to your Renowned profile and navigate to the Social Media Posts tab in the left sidebar.

  • Click on Settings and select the Connect Facebook option.

  • Login with the Facebook account that has admin access to your Facebook Business Page and follow the on-screen prompts to grant permissions.

  • Ensure all permission toggles are set to Yes.

  • Before reconnecting, log out of Facebook in all browser tabs to avoid session conflicts.

Additionally, ensure you select the Instagram Professional account linked to the correct Facebook Page during the connection process.

Fixing social media accounts repeated disconnecting

You will need to remove RateMyAgent from the business integrations on your Facebook personal account. This will allow you to fully reconnect your account with RateMyAgent. Check the video above to find out how.

Once the RateMyAgent app is removed. Kindly go back to your Renowned profile and go to Social Media Posts on the left hand side option and select Settings to Re-connect Facebook. Step-by-step guide to connect your social media accounts; US or AU & NZ.

Resolving Google Business Profile Integration Issues

  1. Disconnect and Reconnect: Go to the Google Reviews section in your Renowned dashboard and disconnect your current Google account. Reconnect using the login credentials for the account that has owner/manager access to your Google Business Profile.

  2. Verify Address: Ensure the business address in your Google Business Profile matches exactly with your Renowned profile.

  3. Update Google Profile Information: Edit your Google Business Profile to ensure the address and details are consistent with Renowned.

  4. Retry After Updates Propagate: Allow time for Google updates to take effect before reconnecting.

    If the issue persists after following these steps, try switching to a different browser or using a desktop device to address connection errors.

Connecting a different Facebook business page

If you have already linked a business page before you want to change it, follow this guide below how to connect to your new business page.

When you first click "Connect" from the Settings page, you should and most likely will get a screen that looks like this because you've logged in already.

However, sometimes it looks like the following. If this is the case, you will need to click on edit settings

Then, you will need to select your specific page (only if you manage multiple)

  • When connecting your Facebook account, toggle OFF any pages you do not want linked to your Renowned profile.

  • Only toggle ON the pages you intend to publish to. Leaving a page toggled OFF keeps it disconnected and prevents posts from being published there.

After clicking "Next", you should get a screen that will present you with a few options. You will need to have all the options selected in order for the posts to work.

Once you click 'Done', you will be set up, and all of your Reviews, Listings, and Sales will now be publishable by our Social Media Manager!

  • Ensure the correct Facebook Page is selected during the connection process to avoid linking the wrong page. If needed, manually select the correct account on the connection screen.

  • Navigate to the Social Media Posts section in your Renowned dashboard.

  • Open the Settings tab at the top of the page.

  • Go to the Pages section and select the correct Facebook Business Page you want posts to publish to.

  • Save your changes.

Updating Permissions for Facebook and Instagram

Tackling Social Post Failures in Social Studio

If your posts fail after connecting your social media accounts via Social Studio, follow these steps:

  1. Reauthorise social profiles by navigating to the Social Profiles section in Social Studio and clicking the reconnect button for each platform.

  2. Ensure permissions in Facebook Business Integration are fully enabled for Renowned, allowing actions like managing content and accessing insights.

  3. If widespread Facebook/Meta restrictions apply, submit an appeal explaining that the posts comply with standards.

Additionally, you can connect up to 5 Facebook Business Pages. If needed, remove existing connections to add new pages.

If you encounter an error stating that the connection to your Facebook account has expired, disconnect the affected social profiles from Renowned and reconnect them by following the outlined steps. Re-authenticating your Facebook connection typically resolves this issue.

  • Always capture screenshots of error messages to share with support teams if troubleshooting fails.

Frequently Asked Questions

Need more help? Chat with the team using the chat feature in the bottom right corner. We're here to assist you!đŸ€©

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