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Troubleshooting Issues with Feeds and Facebook/Instagram Importer Tools

Overview

ShortStack's Feeds and Importer Tools save time by automating entry collection. However, common issues may include:

  • Missing or incomplete Facebook/Instagram Pages in the setup process.

  • Posts don't appear in the Entries Manager after setup.

  • Instagram shows more Entries than what is shown on ShortStack

This guide outlines steps to troubleshoot and resolve these issues.

Problems with Creating a Feed

Issue: You don't see your Instagram Page listed in the Feeds Wizard 

Solution 1: Check Account Type via the Instagram Mobile App

    1. Go to Settings > Account > Switch account type.

    2. Confirm it shows "Switch to personal account" or "Switch to creator account."

    3. If it shows "Switch to professional account," then you do not have a Business Page and need to switch over to one. Link professional accounts using the Instagram mobile app for proper API integration.

Solution 2: Verify Facebook-Instagram Integration

    1. Log into your Facebook account with admin rights.

    2. Navigate to the linked Page Settings > Instagram.

    3. Ensure the connected Instagram account details are complete.

Solution 3: Verify ShortStack App Permissions on Facebook

    1. Go to Facebook Settings > Business Integrations.

    2. Locate ShortStack and click View and Edit.

    3. Ensure all required sliders are enabled:

      • Access the profile and posts from the Instagram business connected to your Page.

      • Manage comments for the Instagram account connected to your page.

      • Read content posted on the Page.

      • Manage accounts, settings, and webhooks for a Page.

      • Read user content on your Page.

      • Show a list of the Pages you manage.

Solution 4: Deauthorize ShortStack

    1. Remove ShortStack permissions via Facebook Business Tools Settings.

    2. Log out of ShortStack and log back in to reauthorize access.

Posts are Missing

Cause: The Hashtag Does Not Match

If users do not post using the exact hashtag configured in your ShortStack feed, their entries will not be imported.

  • Example: If your feed is set to import #ShortStackRock but users post #ShortStackRocks, those entries won’t appear.

  • Important Note: Use only plain text for hashtags—emojis and uncommon characters may not be recognized.

Cause: Logged Out of Facebook

If you log out of the Facebook account connected to your Instagram feed, imports will stop.

  • How We Help: You’ll receive an email notifying you of the issue. ShortStack will pause imports during the downtime but will import any missed posts once the connection is restored.

Cause: The Entry Was Deleted

Clicking the Instagram URL in the entry details will display a message: “Post does not exist.”

Cause: The Instagram Account Is Now Private

In the Entries Manager, entries from private accounts will lack an Instagram ID or image. If the account is private, you’ll see a message stating so.

Cause: The Instagram User Does Not Allow Website Embeds

Instagram has a setting that determines whether posts and videos can be embedded on websites. This is a security feature but affects ShortStack’s ability to import media.

Signs of a Disabled Setting: If an entry is greyed out but Instagram user information is visible, the entrant likely has the "Allow website embeds" setting disabled.

How to Enable "Allow Website Embeds":

  1. Open the Instagram app and go to your profile.

  2. Tap the hamburger icon (three horizontal lines) in the top-right corner.

  3. Go to Settings > Sharing and Remixes.

  4. Ensure the Allow website embeds toggle is turned on.

  5. Reach out to the user to clarify the situation and request any necessary updates.

Instagram Shows More Entries than ShortStack

There are several reasons for discrepancies between Instagram’s post count and ShortStack’s feed:

Cause: Entry Period Restrictions

Only posts created during the contest's entry period are imported. Posts outside this timeframe are excluded.

Cause: Edited Posts

Posts edited to include a hashtag or @mention after posting will not be imported. Qualifying information must be in the original post.

Cause: Common Hashtags

Using a widely used hashtag may show many irrelevant entries when searching on Instagram. ShortStack imports posts based on your configured hashtag and @mention criteria.

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