Skip to main content

How to Fix Facebook/Instagram Connection Issues with TrollWall AI

Fix Facebook/Instagram connection issues: identify warning signs, reset permissions, and restore full TrollWall functionality step-by-step.

Filip Strycko avatar
Written by Filip Strycko
Updated over 3 months ago

Overview

If your Facebook Page or Instagram account appears disconnected from TrollWall AI, this is typically due to incomplete permissions granted during the initial setup. This guide will help you identify and resolve connection issues.

Identifying Connection Problems

Common Signs of Disconnection

  • New comments are not appearing in TrollWall AI app

  • Actions performed in TrollWall AI (replies, likes, hiding) are not reflected on your social media accounts

  • Yellow triangle warning icon appears next to your social account name in TrollWall AI

  • TrollWall AI notification indicating account disconnection

Why Connections Break

Connection issues usually occur when:

  1. Insufficient permissions were granted during account setup

  2. User role limitations - Only full page admins on Facebook can properly connect accounts

  3. Facebook/Meta account restrictions - Temporary limitations imposed by the platform

  4. Password changes - The person who connected the account changed their password

  5. Admin status changes - The connecting user is no longer an admin of the account

  6. Platform security measures - Facebook/Meta detected suspicious behavior and restricted access

Quick Diagnostics

Step 1: Check Your Admin Status

For Facebook Pages:

  • Go to your Facebook Page

  • Navigate to Settings & Privacy → Settings → Page Access

  • Verify you have Full Access (not just Editor, Moderator, or Analyst)

For Instagram Business Accounts:

  • Ensure your Instagram account is either a Creator account or Business account type

  • Verify your Instagram account is properly linked to your Facebook Page

  • Check that you have admin access to both the Facebook Page and Instagram account

Step 2: Check for Account Restrictions

  • Visit Meta Business Suite (business.facebook.com)

  • Look for any warnings, notifications, or account restrictions

  • If you can't access Business Suite, you may not have sufficient permissions

Step 3: Verify Instagram-Facebook Connection

Instagram Business accounts must be connected to a Facebook Page to work with third-party tools like TrollWall AI:

  1. Open Facebook Business Suite

  2. Sign in with the same account you used to connect to TrollWall

  3. Look for your Instagram account listed under "Accounts" in the left sidebar

  4. If your Instagram account doesn't appear there, it's not properly linked

Fixing Connection Issues

Solution: Reset Your Connection

The most effective way to resolve connection problems is to reset your account connection:

Step 1: Remove TrollWall AI Access from Facebook

  1. Go to Facebook and ensure you're logged in as yourself (not as a Page)

  2. Click your profile picture in the top right corner

  3. Select your name (not your Page name)

  4. Click Settings & Privacy → Settings

  5. Navigate to Business Integrations (or visit facebook.com/settings/?tab=business_tools)

  6. Find TrollWall in the list of connected apps

  7. Click "Remove" to disconnect TrollWall AI from your account

Step 2: Fix Instagram-Facebook Linking (If Needed)

If your Instagram account isn't properly connected to Facebook:

  1. Switch to your Facebook Page (click the circle logo in top-right and select your Page)

  2. Go to Settings & Privacy → Settings → Linked accounts (in Permissions section)

  3. Choose Instagram and follow prompts to link your Instagram account to your Facebook Page

  4. Verify the connection in Facebook Business Suite

Step 3: Reconnect Your Accounts in TrollWall AI

  1. Return to TrollWall AI app and navigate to Social Accounts

  2. Click "Connect" to add your social accounts again

  3. For Instagram users: Connect your Facebook Page first, then proceed with adding your Instagram account

  4. Grant all permissions - When Facebook asks for permissions, click "Continue as [Your Name]"

  5. Avoid clicking "Edit Access" - This often leads to insufficient permissions

Important Permission Requirements

What TrollWall AI Needs Access To:

  • Name and profile picture

  • Manage ads for ad accounts you have access to (Required for accessing sponsored content and ad posts to ensure comprehensive moderation)

  • Manage your business (Required due to Meta API updates to retrieve complete list of business-managed pages)

  • Manage comments on 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

Critical Setup Tips:

  • Always grant full permissions - Don't customize or limit access during connection

  • Use the same admin account for both Facebook and Instagram connections

  • Connect Facebook first if you're adding Instagram

  • Ensure you're a full page admin before attempting connection

  • Never click "Edit Access" when Facebook prompts for permissions

Platform-Specific Connection Notes

Facebook Collaborative Posts

If you use Facebook Collaborative Posts (Collab Posts):

  • Only the Page that initiated the collaboration can moderate comments

  • TrollWall moderation only works if the initiating Page has TrollWall connected

  • Collaborating Pages cannot moderate comments even if they have TrollWall

Instagram Business Requirements

  • Your Instagram account must be set to Business or Creator account type

  • Personal Instagram accounts cannot be connected to TrollWall AI

  • The Instagram account must be linked to a Facebook Page you admin

Preventing Future Issues

Best Practices:

  1. Maintain admin status on all connected pages and accounts

  2. Don't modify permissions after initial setup through Facebook settings

  3. Monitor for Facebook notifications about app access changes

  4. Keep your Facebook account in good standing to avoid platform restrictions

  5. Avoid changing passwords on accounts used to connect to TrollWall without reconnecting

  6. Inform team members not to remove TrollWall access from Facebook settings

Regular Monitoring:

  • Verify that comments are flowing into TrollWall as expected (within seconds for Facebook/Instagram)

  • Test that actions in TrollWall are reflected on your social accounts

  • Watch for warning indicators in your TrollWall dashboard

  • Check the Social Accounts section regularly for any yellow warning triangles

Expected Moderation Timing After Reconnection

Once successfully reconnected:

  • Facebook & Instagram: Comments moderated within seconds

  • TikTok: Comments checked every 15 minutes (API limitation)

  • YouTube: Comments reviewed 15 minutes (API limitation)

When to Contact Support

Contact TrollWall support if you've followed these steps and still experience issues:

  • Your account may have platform-specific restrictions

  • There might be temporary API limitations from Meta

  • Additional troubleshooting may be needed for complex business account structures

Contact with:

  • Screenshots of any error messages

  • Confirmation that you've completed the connection reset process

  • Details about your admin status on the affected accounts

  • Information about any recent changes to your Facebook/Instagram setup

Summary

Most Facebook and Instagram connection issues stem from incomplete permission grants during setup or changes in admin status. The yellow triangle warning icon is your key indicator that reconnection is needed. By removing and re-adding your accounts with full permissions as a page admin, you can typically restore full TrollWall functionality to your social media management within minutes.

Did this answer your question?