If your Facebook or Instagram connection is not working inside Osortoo, the issue usually comes from missing permissions, expired sessions, or incorrect account linking.
The sections below explain all possible causes and how to fix them.

1. Your Facebook Session Expired

Facebook regularly expires app permissions for security reasons.
When this happens, Osortoo cannot load your pages or Instagram accounts.

How to fix

1. Go to Facebook
2. Open Settings → Business Integrations
3. Find Osortoo
4. Remove it
5. Return to Osortoo and reconnect your account

This refreshes all permissions.

2. You are not an Admin on the Facebook Page

Osortoo only works with Facebook Pages where you are an Admin.
Editor, Moderator, or Custom roles are not enough.

How to fix

• Ask the Page owner to grant you Admin access
• Refresh Osortoo after the role update
• Reconnect your Facebook account

Your pages will appear correctly once the role is updated.

3. Your Instagram account is not a Professional account

Osortoo requires an Instagram Professional account (Business or Creator).
Personal accounts do not work.

How to fix

On Instagram:

1. Go to Settings → Account
2. Switch to Professional Account
3. Choose Business or Creator

Then reconnect in Osortoo.

4. Instagram is not linked to a Facebook Page

For Instagram connection to work, your IG account must be linked to a Facebook Page.

How to check

On Instagram:

1. Go to Settings → Account → Sharing to Other Apps
2. Select Facebook
3. Make sure your Facebook Page (not your personal profile) is selected

If not, connect it and refresh Osortoo.

5. You selected Facebook but did not select the Page linked to Instagram

Many users select only the Facebook account but forget to select the specific Page linked to their Instagram.

How to fix

In Osortoo:

1. Select your Facebook account
2. Select the Facebook Page linked to your Instagram
3. Then select your Instagram account

All posts will load properly once the correct Page is selected.

6. Permissions were not granted to Osortoo

If some permissions were disabled during login, Osortoo cannot retrieve your data.

How to fix

Reconnect and enable all required permissions:

• access to pages
• access to Instagram accounts
• access to comments
• access to content
• manage business extensions

Make sure nothing is unchecked.

7. The post is not eligible for import

Some posts cannot be retrieved due to platform restrictions:

• boosted posts with limited permissions
• posts published on restricted Pages
• Instagram personal posts
• posts with disabled comments

Choose another eligible post and try again.

8. VPN or ad blockers interfere with the connection

Extensions may block Facebook’s login window or prevent permissions from loading.

How to fix

Disable temporarily:

• VPN
• AdBlock / uBlock
• privacy extensions

Then reconnect Facebook and Instagram.

9. Browser or device issue

Some browsers fail to load the Facebook login popup.

Try:

• Chrome (recommended)
• Incognito mode
• Another device

Then reconnect your accounts.

10. Temporary Facebook or Instagram outage

If Meta services are slow or down, Osortoo cannot complete the connection.

What to do

Wait a few minutes and try again.
These issues usually resolve automatically.

When to contact support

Contact Osortoo if connection fails after several attempts.

📧 [email protected]

Include:

• your account email
• screenshot of the error
• Facebook Page link
• Instagram username

Support will help you identify the exact issue.