Instagram Account Keeps Disappearing

  • Resolved moonsoar

    (@moonsoar)


    2 years, 9 months ago

    I have this plugin in use on several websites I manage. One one of the websites, the source account for the Instagram feed keeps disappearing and I keep having to reconnect it. It’s a personal Instagram account – I’m using v6.0.3 of the plugin. No one is going in to the WordPress account and removing the feed. When I go into the associated Instagram account, in the Active Apps and Websites settings, the “Smash Balloon Social Personal” connection isn’t listed – but it’s not in the Removed settings either. I’m not sure if this is on the plugin’s end or on Instagram’s end that this connection to the website keeps disappearing. Any idea why this keeps being removed?

Viewing 2 replies - 1 through 2 (of 2 total)

  • Same issue occurring for a client’s website but they’re using a Business profile – instructed to re-login when it disappeared.

    I updated the plugin to the latest release at the time – v6.0.3 – but it disappeared again.

    I’ve updated to v6.0.4 but unsure as to whether this will resolve the problem.
    Can you address this please?

    Plugin Support Smash Balloon Joel

    (@joelsmashballoon)

    Hey @moonsoar, @bwyrwich,

    Thank you for reaching out to us for assistance. This can happen if the connection is broken or invalidated. Due to requirements from the API, this will trigger the complete deletion of any platform data on the site. There was a specific issue for personal connections in previous versions that would trigger this even when there was no connection issue, but that is resolved in later versions including 6.0.X. As such, the System Info error log should provide some further guidance here. For us to dig into this further, please reach out to us via our support form here including the System Info from the plugin’s Help section (button is found in the top right of the Instagram Feed settings page).

    General things to consider here: after connecting an account, the connection will be invalidated and needs to be remade if

    – The Facebook or Instagram password is changed,
    – The ‘log out everywhere’ option is used
    – Other security option changes
    – Removal of the Smash Balloon app in the Instagram App connections or Facebook Business Integrations
    – For Business Profiles, the user with a role has their role removed on the connected page.

    It may be that none of the above fits in this case, especially if it keeps happening. If it does, please reach out to our support team directly with the link above.

    Best regards.

Viewing 2 replies - 1 through 2 (of 2 total)
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