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Instagram Business Connection Issues #42810

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mauropereiira opened this issue Apr 1, 2025 · 3 comments
Open

Instagram Business Connection Issues #42810

mauropereiira opened this issue Apr 1, 2025 · 3 comments
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Customer Report Issues or PRs that were reported via Happiness. aka "Happiness Request", or "User Report" [Feature] Publicize Now Jetpack Social, auto-sharing [Feature] Social Media Integration Tools for connecting and integrating your site with social media platforms. [Plugin] Jetpack Issues about the Jetpack plugin. https://wordpress.org/plugins/jetpack/ [Plugin] Social Issues about the Jetpack Social plugin [Pri] Low [Status] Auto-allocated [Status] Needs Author Reply We need more details from you. This label will be auto-added until the PR meets all requirements. Triaged [Type] Bug When a feature is broken and / or not performing as intended

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@mauropereiira
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Impacted plugin

Social

Quick summary

Users attempting to reconnect an Instagram Business account through the WordPress.com Desktop App encounter persistent errors when they've previously connected to the wrong Facebook account. The system keeps showing the previously selected (wrong) Facebook account with no way to reset this connection properly, resulting in the error "There was a problem communicating with Instagram Business. Please try again in a moment."

Image

This was initially reported here (p2EDhh-2ov-p2) and seems to be related to this GH Closed case (Automattic/wp-calypso#97151). Jetpack also tried to troubleshoot this here (p1734522184723849-slack-C02JJ910CNL).

Steps to reproduce

  1. On your WordPress.com dashboard, navigate to Tools → Marketing → Connections
  2. Attempt to connect an Instagram Business account
  3. Accidentally selected the wrong Facebook account during the connection process
  4. Try to disconnect the account through the Connections tab
  5. Attempt to reconnect with the correct Facebook/Instagram account
  6. Observe that the system only offers the previously selected (wrong) Facebook account

Image

  1. If "Cancel" is selected, the error "There was a problem communicating with Instagram Business. Please try again in a moment" appears
  2. Disconnecting the account through Calypso (as an admin) doesn't resolve the issue

Site owner impact

Fewer than 20% of the total website/platform users

Severity

Moderate

What other impact(s) does this issue have?

No revenue impact

If a workaround is available, please outline it here.

Users can bypass this limitation by using the Latest Instagram Posts block to embed individual Instagram posts directly rather than establishing a full account connection.

Image

Platform (Simple and/or Atomic)

Simple
@mauropereiira mauropereiira added [Feature] Publicize Now Jetpack Social, auto-sharing [Feature] Social Media Integration Tools for connecting and integrating your site with social media platforms. [Plugin] Jetpack Issues about the Jetpack plugin. https://wordpress.org/plugins/jetpack/ [Type] Bug When a feature is broken and / or not performing as intended Needs triage Ticket needs to be triaged labels Apr 1, 2025
@mauropereiira
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Original ZD tickets:

  • 9160469-zd-a8c
  • 9204085-zd-a8c

@github-actions github-actions bot added [Plugin] Social Issues about the Jetpack Social plugin [Pri] Low labels Apr 1, 2025
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github-actions bot commented Apr 1, 2025

Support References

This comment is automatically generated. Please do not edit it.

  • 9160469-zen
  • 9204085-zen

@github-actions github-actions bot added the Customer Report Issues or PRs that were reported via Happiness. aka "Happiness Request", or "User Report" label Apr 1, 2025
@jeherve jeherve added Triaged and removed Needs triage Ticket needs to be triaged labels Apr 1, 2025
@jeherve jeherve moved this from Needs Triage to Triaged in Automattic Prioritization: The One Board ™ Apr 1, 2025
@manzoorwanijk
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Does it work fine when connecting from Jetpack > Social page?

That Tools > Marketing page hasn't been updated for a while and is no longer being maintained because it's soon going to be retired.

@jeherve jeherve added the [Status] Needs Author Reply We need more details from you. This label will be auto-added until the PR meets all requirements. label Apr 11, 2025
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Labels
Customer Report Issues or PRs that were reported via Happiness. aka "Happiness Request", or "User Report" [Feature] Publicize Now Jetpack Social, auto-sharing [Feature] Social Media Integration Tools for connecting and integrating your site with social media platforms. [Plugin] Jetpack Issues about the Jetpack plugin. https://wordpress.org/plugins/jetpack/ [Plugin] Social Issues about the Jetpack Social plugin [Pri] Low [Status] Auto-allocated [Status] Needs Author Reply We need more details from you. This label will be auto-added until the PR meets all requirements. Triaged [Type] Bug When a feature is broken and / or not performing as intended
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@jeherve @manzoorwanijk @matticbot @mauropereiira