Troubleshooting connecting social profiles to the 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.

1. Your connection has expired.

2. The platform is only giving me the option to connect one account, but it’s not the right one.

3. You’re connected to the right account, but it’s pulling content from a different account.

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 using the instructions below, which should take about 5 minutes to complete.

Remove the app from Instagram:

First disconnect within the Hummingbirds platform. Go to Profile > Social Networks and click the ‘Remove’ button.. This will disconnect you within Hummingbirds so you can reconnect.

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.

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!

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.”

If you continue to see reconnection messages even after following the disconnection and reconnection steps, this could be due to:

• A temporary disconnection requiring re-sync with your account settings

• An interruption during the initial connection process

• Changes in your account settings that need to be updated

• Browser cache or cookie issues

To resolve persistent reconnection messages:

1. Ensure you've completely removed Hummingbirds Insights from Facebook's Business Integrations

2. Clear your browser cache and cookies

3. Try using a different browser or device (especially a laptop/desktop browser)

4. Make sure you have the latest version of your browser or app installed

If you encounter a '400 Session Invalid' error when connecting your Instagram account, try these steps:

1. Connect using a desktop computer instead of a mobile device (many users find this more successful)

2. Check and reset your account permissions by turning them off and then back on

3. Verify your connection settings

4. Refresh your browser and try the connection process again

If you're experiencing problems with the social media connection webpage loading:

1. Switch to a different web browser (e.g., from Firefox to Chrome)

2. Ensure you have a stable internet connection

3. Clear your browser cache and cookies

If you continue experiencing connection issues after trying these steps, you can schedule a 15-minute Zoom call with our support team during Help Desk Hours (Monday - Friday: 8am - 5pm) for personalized troubleshooting assistance.