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For the last couple of days, my team has been traying to connect our Instagram ccount to Intercom using the app, but everytime the message “An error occurred authorizing access to Instagram” appears and the connection isn’t available. On the facebook popup everything seems to be ok and Intercom appears as a connected app on facebook config. We didn’t have any problem while connecting to facebook, and there seems that there isn’t any aditional information regarding the error that could help determine the cause. 

 

Anyone has any tip or clue to what to check for?

 

Thanks

Hi @Dan Ustilovsky -- Cam from the Intercom Technical Support Engineering team 👋

The error you’re seeing typically occurs when the individual installing the Instagram App in your Workspace, and who’s credentials in Intercom and Facebook/Instagram are therefore used to setup the integration, does not have the necessary access or permissions within your Meta/Facebook/Instagram business account to perform the setup process. That or there is an issue with the Meta access token being used by the integration. 

Try actioning the troubleshooting steps detailed HERE and let me know if that helps get things connected 👍

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