Are you having trouble authenticating? This could be down to a few things.

In this article, you will find a list of the most common blockers when users are authenticating and how to resolve them.

Note: Please ensure you've run through every step within this guide [How to Authenticate an Instagram Business Account.] before reviewing the below blockers.

Common Blockers:

1- The Instagram account is not a Professional account.

2- It says I have authenticated but my posts/metrics aren't showing.

3- The Facebook page that I want to connect to Instagram isn't showing.

4- The Facebook Page is disconnected from the Instagram Account

5- I want to disconnect Keyhole and try authenticating again. How do I do this?

6- Keyhole isn't showing the data from my previous posts.


Common Blocker 1: The Instagram account is not a Professional account.

In order to achieve successful account authentication, you must have a professional/business Instagram account.

If this is not the case, you don't need to create a whole new account, you just need to change the settings on your current account. Follow the steps below for how to change your personal Instagram account to a professional Instagram account:

Steps to resolve:

  1. On your Instagram profile page > tap 3 lines (top right corner) > settings > account > switch to professional account

Note: Following successful authentication, deeper insights such as reach, engagement rate, and impressions will only be available on posts when the account is switched to Professional and moving forward.


Common Blocker 2: It says I have authenticated but my posts/metrics aren't showing.

Keyhole will be unable to show fully authenticated metrics or posts unless all of the permissions within the authentication process have been selected.

Steps to resolve:

  1. Use the same authentication link as previously used. When you get directed to Facebook, click on 'Edit Settings' and NOT on 'Continue as [account name]'.

  2. Select Instagram account

  3. Select the Facebook page that's linked to the Instagram account.

  4. Important! Ensure all of the permissions have been selected and click DONE.

  5. You will be directed back to Keyhole once successfully authenticated.


Common Blocker 3: The Facebook page that I want to connect to Instagram isn't showing.

Your professional Instagram account must be linked to the Facebook page you log into for successful authentication. You can only have one Facebook page connected to your Instagram professional/business account.

Common issue: You have multiple Facebook pages connected to the same email address.

Steps to resolve:

  1. Head into your Facebook account > Pages 🚩 (left sidebar) > Select Page you'd like to connect to the IG account

  2. Go to Settings > Instagram. Here you can connect the Instagram account to the Facebook page by clicking the connect button.

3. Once connected, go through the authentication process again and ensure you select both the Facebook page you've just connected and your Instagram account to authenticate successfully.


Common Blocker 4: The Facebook Page is disconnected from the Instagram Account

  • Your Instagram professional/business account must ALWAYS be linked to your Facebook page so that Keyhole can pull and analyze the data.

  • If you delete your Facebook page by accident follow these easy steps below for how to create a new page.

Can I create and connect the Facebook page to my Instagram account via Instagram?

Yes, simply go Under settings > account > sharing to other apps > facebook > create a Facebook page or connect existing page

Can I create and connect my Instagram account from Facebook instead?

Yes, simply click here for how to properly connect your Facebook page to your Instagram account.

This is what the page looks like when your connection has been successful - your IG account details should show below.


Common Blocker 5: I want to disconnect Keyhole and try authenticating again. How do I do this?

How to remove the Keyhole connection from the Facebook page:

Go to Facebook > Settings and Privacy (carrot in the top right-hand corner) > Settings > Business Integrations > If Keyhole was successfully connected, you'll be able to remove the connection here and try again.

Ensure you have a Facebook page set up (again, you can do this via Instagram). When you are in 'Business Integrations' you can look under 'view and edit' to see if you have selected the appropriate Instagram account to be connected + ensure all permissions are enabled.


Common Blocker 6: Keyhole isn't showing the data from my previous posts.

For Keyhole to successfully pull and analyze your Instagram data, you need to keep your Instagram account as a professional/business account for as long as you want the data analyzed. Data from if/when the Instagram account was a personal account will not be available to view in Keyhole due to Instagram's API policy. Do not switch account from professional to personal as any professional data will be lost.

How do I check that my account is professional?

settings > account > "switch account type / add new professional account"

If the options that are boxed in the image below show up then your account is professional. Keep it that way!

If you instead see the below 'Switch to Professional Account' option, this means your account is personal and you will need to switch to professional to be able to authenticate.

Note: If there is a period where the account is switched to personal, Keyhole will be unable to retrieve any previous data from when the account was a personal or professional account due to Instagram's API limitations.


Happy Tracking!


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