Instagram Business account does not appear after Facebook OAuth connection | Community
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Instagram Business account does not appear after Facebook OAuth connection

  • August 6, 2026
  • 1 reply
  • 91 views

I’m troubleshooting an Intercom Instagram channel connection for a new Expert-plan workspace.

Symptoms:
- Social Channels → Instagram still shows “Connect Instagram business account”.
- The Facebook OAuth flow completes and returns to Intercom, but the Instagram Business account is never listed.

What I’ve verified:
- The Instagram account is a Business account.
- It is linked to the intended Facebook Page.
- The connecting user has full access to both assets.
- Instagram’s “Allow access to messages” setting for connected tools is enabled.
- Meta Business Suite Inbox receives Instagram DMs.
- The Facebook Page now shows Connected in Intercom.
- I removed the stale Intercom Business Integration in Meta and reauthorized from a fresh session.

The unusual part:
In Facebook Page → Settings → Page setup → Advanced Messaging, the Intercom app is connected, but its Messenger permissions list includes only:
pages_show_list, pages_messaging, business_management, pages_read_engagement, pages_manage_metadata, pages_read_user_content

It does not include:
instagram_basic
instagram_manage_messages

Intercom’s Instagram troubleshooting guide says those Instagram permissions are required. Is there a known way to refresh the Instagram-specific OAuth permissions, or does Intercom need to reset something on the app side? Any guidance would be appreciated.

Best answer by Karla T

Hi ​@Team Erica 👋  Karla here from the community team here! 

Thanks for confirming those settings. Your Instagram account, Facebook Page connection, and access permissions appear to meet the requirements.

 

The remaining issue is that Intercom’s Meta authorization flow is not requesting the required Instagram permissions: instagram_basic and instagram_manage_messages. These permissions are required for the Instagram connection to complete, so this appears consistent with an OAuth issue rather than a missing account setting. See Intercom’s Instagram troubleshooting guide.

 

Please try one final connection attempt in a regular browser session:

  • Remove the Instagram account from Intercom.
  • Remove Intercom from Meta Business Integrations.
  • Return to Intercom and reconnect Instagram.
  • In the Meta authorization window, select Edit settings and enable every permission.

If those Instagram permissions still do not appear, no further changes are needed on your side.

Please create a message with Intercom Support through the Messenger and include:

  • Workspace ID
  • Facebook Page ID
  • Instagram account ID
  • Authorization attempt timestamp
  • Screenshot of the missing permissions in Facebook Page → Settings → Page setup → Advanced Messaging
  • Confirmation that Intercom was removed from Meta Business Integrations and reauthorized

Support can then investigate the OAuth authorization for the workspace.

    1 reply

    Karla T
    Intercom Team
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    • Karla TIntercom Team
    • Intercom Team
    • Answer
    • August 8, 2026

    Hi ​@Team Erica 👋  Karla here from the community team here! 

    Thanks for confirming those settings. Your Instagram account, Facebook Page connection, and access permissions appear to meet the requirements.

     

    The remaining issue is that Intercom’s Meta authorization flow is not requesting the required Instagram permissions: instagram_basic and instagram_manage_messages. These permissions are required for the Instagram connection to complete, so this appears consistent with an OAuth issue rather than a missing account setting. See Intercom’s Instagram troubleshooting guide.

     

    Please try one final connection attempt in a regular browser session:

    • Remove the Instagram account from Intercom.
    • Remove Intercom from Meta Business Integrations.
    • Return to Intercom and reconnect Instagram.
    • In the Meta authorization window, select Edit settings and enable every permission.

    If those Instagram permissions still do not appear, no further changes are needed on your side.

    Please create a message with Intercom Support through the Messenger and include:

    • Workspace ID
    • Facebook Page ID
    • Instagram account ID
    • Authorization attempt timestamp
    • Screenshot of the missing permissions in Facebook Page → Settings → Page setup → Advanced Messaging
    • Confirmation that Intercom was removed from Meta Business Integrations and reauthorized

    Support can then investigate the OAuth authorization for the workspace.

    Karla T | Leading Community at Intercom
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