For steps on how to refresh your credentials from the Profiles & Groups area of your Later account, please start by following this guide.
If you are having trouble successfully refreshing credentials, or if nothing is happening when you take the right steps, these are main reasons this is likely occurring;
- Green 'Refresh Credentials' button
- Pop-up blockers
- Facebook permissions
- Instagram to Facebook account linking
- Instagram and Later connections
Important: When following the steps outlined below, please send us screenshots of the Facebook "What You Allow" page and the Instagram account settings page, so we can see which permissions and linked accounts are set up. With that information, we will be able to look into the issue further if it is not resolved.
Refresh Credentials Button is Green
If the refresh credentials button is green next to your social profile in your Social Profiles & Groups settings, you'll need to click that button twice.
The first time will refresh your Facebook credentials.
The second time will refresh your Instagram credentials.
When you hit the "refresh" button beside your social profile, Later uses a pop-up so you can easily allow permissions from that platform.
If you are clicking the button but don't see a pop-up, please make sure you have all pop-up blockers on your device switched off, as these can prevent us from offering you the pop-up window needed to approve refreshing your credentials.
Please try refreshing your browser's cache and cookies or opening an incognito window before trying again.
In order for Later to publish on your behalf, it's important to make sure you have granted us all permissions. Making sure those permissions are set up correctly will be necessary before you can successfully refresh your credentials.
Here are the steps you need to take to make sure Later has full permissions:
Head to your Facebook Business Integrations, and make sure you've granted us permissions for all your Pages. If you're not sure, remove Later from the integrations, then go to Social Profiles & Groups within Later, and refresh your credentials.
When you get to this step, click "Choose what you allow":
On the next screen, scroll to the bottom and make sure under "Manage Pages" it says "All Pages":
If you have all pop-up blockers turned off, and have given the correct permissions in Facebook, the issue may be that your Instagram and Facebook business pages are not connected correctly or the wrong pages are linked.
Please follow these steps to ensure you claim the correct page:
In the Instagram app on your mobile device, click Edit Profile, then Page:
Make sure that your Instagram account is connected to the right Facebook Page on this screen.
Now let's claim the page.
Check your Instagram app on your mobile device, and look for "Claim Page" under Settings:
This will create a new Facebook Page that Facebook will recognize as having permissions to authorize your Instagram account for Auto Publishing; if you have multiple people running your Later account, you will need to make all of them admins so that all will have the permissions necessary to authenticate.
Sometimes the connection between Later and your Instagram account may be incorrectly linked and need to be reset in order for you to successfully authorize your account. To do this, you'll need to revoke Later's access from your Instagram account.
Head over to your Instagram profile on desktop and click into your settings via the gear icon. Alternatively, sign in to Instagram on desktop and go to: https://www.instagram.com/accounts/manage_access/
Click 'Authorize Apps'.
Select Later and hit 'Revoke Access', then head back to Later and try to refresh those credentials once more.
Having followed all of the above troubleshooting steps, you should be good to go and have no problem refreshing your credentials now!
Note: If the above steps do not work, please reach out to us with screenshots of each page on Facebook and Instagram so we can take a deep dive into what is going on.
You can contact us via firstname.lastname@example.org