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Customer support - FAQ

Platform error messages and what to do

This article explains what each error message displayed on the platform means and what to do when you get them. 

Please note that the explanatory text refers to the image above it.

Header error messages on Iconosquare

Please click on this button and find out what connection issues we are having.

Click on this button. You will be redirected to the Data Access page where you can either log into your Facebook personal account or click on Reconnect now

This is a security measure implemented by Facebook to protect you. You will need to visit the platform every 90 days in order to regenerate your Facebook access token (which also gives us access to your Instagram profiles). We will send you a reminder every 90 days for you to log in and refresh your access. 

Errors on the Social Profiles page

                   

If you see a red exclamation mark on either of these two sections, click on one of them and follow the prompts. Please refer to the error messages in this article if you have any doubts about the message shown. 

 

Click here to give us access to your Facebook access token (which also connects to your Instagram business profiles). Please ensure that you are logged into the correct Facebook account within the same browser, which has an Admin or Editor role on the Facebook pages connected to the platform and those connected to the Instagram profiles. 

       

Click here to give us access to your Facebook access token (which also connects to your Instagram business profiles). Please ensure that you are logged into the correct Facebook account within the same browser, which has an Admin or Editor role on the Facebook pages connected to the platform and those connected to the Instagram profiles.

               

Click here and log into your Twitter profile. 

Instagram profile errors 

Click on the underlined text where it says Click here in order to get reconnected to your Facebook profile. We are currently having an issue with your Facebook Access Token (and therefore, your Instagram profile too). Please contact our support team if you continue to experience issues. 

Your role on the Facebook page connected to this Instagram profile might have changed; you are no longer an Admin or Editor of it because someone has removed your page role. Please contact the owner of this Facebook Business Page to reinstate your page role. More information about this here

Please ask another member of the Iconosquare account to reconnect the Instagram profile. You can also ask an Admin of the Facebook Business Page connected to this Instagram profile, to give you an Admin or Editor role on this page. We connect to Instagram profiles through the Facebook Business Pages they are linked to. 

Facebook profile errors 

 

We are currently not connected to this Facebook profile because you do not have an Admin or Editor role permissions. You can ask one of your Iconosquare team members to reconnect the profile from their Iconosquare account. If you are unsure of how to fix this issue, please contact us at help@iconosquare.com

Please ask another member of the Iconosquare account to correct this issue on their Iconosquare profile. You can also ask the owner of this Facebook Business Page to give you an Admin or Editor role to prevent this from happening again. More information about this here

Data Access page error

If you see a red exclamation mark on either of these two sections, click on one of them and follow the prompts. Please refer to the error messages in this article if you have any doubts about the message shown.

Please ensure that you are logged into the correct Facebook personal profile on your browser, which has Admin or Editor role on the Facebook pages connected to your profile and those linked to your Instagram social profile. Secondly, click on Refresh Access. If you are still having issues, please contact our support team. 

 

 

 

 

 

 

 

 

 

 

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