What is happening?
Administrators of your Facebook pages and/or Instagram accounts may have seen an error message from Facebook or Instagram restricting your ability to make a connection between your Social Marketing account. This has been happening since early August and we have raised this issue to Facebook as a known bug. They do not have this on the roadmap to fix, so there are a couple of solutions you may wish to implement in order to avoid this issue.
How does a user identify if this is an issue?
While making a connection there is a banner which is directly coming from Facebook to remove the SocialReputation App and re-authenticate. This is not required. We have prioritized a notification which will be intuitive and provide guidance for the next required steps (see below).
How do I resolve this?
The inability to connect your Social Marketing account to your Facebook and/or Instagram accounts is most likely in part to the administrator of your accounts managing a large number of assets across several different accounts. In order to resolve this issue we recommend reducing the number of assigned assets to administrators that are experiencing this error message, or splitting the pages between administrators with fewer assets.
What is changing?
While making a connection there is a banner which is served directly from Facebook that removes SocialReputation App and re-authenticates. This is not a required action. We are prioritizing to populate a banner which will be more intuitive and present the next steps. Also despite having all required permissions in Meta Business Suite you will not be able to view all pages. Please refer to the screenshots for more information.
On Facebook -
On Instagram - In Social Marketing we are seeing Instagram posts fail and the error message that is being displayed is: “You haven't given this app permission to post to this Instagram account. Update your permissions by editing your Facebook and Instagram connections.”
For those affected by this issue please follow the steps below:
- Split between admins and reconnect. Recommend and select another admin that has fewer assets assigned to them.
- Reduce the assigned assets from the affected user in Business Meta Suite as shown below.
Please NOTE - DO NOT remove user or “people” from any pages as it will result in breaking connections
Recent change regarding the same issue - released November 2022
As seen in the screenshot above where the message was to remove the “SocialReputation App” is been revised to mention the issue on the Meta side and an appropriate error message as shown below.
Old error message:
Revised Error message:
We plan to continue advocating on behalf of all of our Partners to resolve this with Facebook. We apologize for the inconvenience and understand the frustration around Facebook’s lack of transparency. If you have any questions, concerns, or would like to discuss this change further, please don’t hesitate to reach out to our Support team at firstname.lastname@example.org! We’d be happy to help.