THE AD LEAF 

HOOTSUITE 
TROUBLESHOOTING 
 

BEFORE ATTEMPTING ANY OF THESE STEPS, PLEASE LOG INTO THE 

INSTAGRAM APP ON YOUR PHONE AND CLEAR ANY SECURITY 
CHECKS/ISSUES. 

STEP 1: REFRESH YOUR CONNECTION 

● Click your profile picture in the upper right-hand corner of the screen 
● Select “Manage Social Networks” from the drop down menu 
● Select “Social Networks” 
● Search for the applicable profile in the search bar on the left-hand side of the screen 
● Select the appropriate account 
● Select “Profile Settings” from the navigation bar towards the top of the screen, under the name of 
the social profile 
● In a separate tab, ensure you’re logged into your personal professional Facebook account and ​not 
Chris’/​socialmedia.theadleaf@gmail.com​. You will also have to verify that your professional 
Facebook account is an admin on the Facebook page connected with this account. NOTE: This is 
applicable only for Facebook & Instagram, not Twitter & LinkedIn 
● Select “Connect With ____” and follow the steps provided by Hootsuite to reconnect the account 
● If this doesn’t work, move on to Step 2 

STEP 2: REVOKE HOOTSUITE ACCESS AND RE-ADD THE ACCOUNT 

● Log into your personal professional Facebook account 
● Copy and paste the link ​https://www.facebook.com/settings?tab=business_tools​ into your 
browser 
● Select Hootsuite and hit “remove” in the right-hand corner 
● Once removed, you will have to go through the steps of adding it back into Hootsuite NOTE: This 
applies to both Facebook AND Instagram 
 ● If this doesn’t work, move onto Step 3 

STEP 3: DISCONNECT INSTAGRAM FROM THE FACEBOOK  

● Open up Facebook and log into your personal professional Facebook account 
● Visit ​www.business.facebook.com 
● Select “The AD Leaf Marketing Firm LLC” 
● In the search bar, select the applicable Facebook Page or scroll down until you see the applicable 
Facebook Page 
● Select “Settings” in the upper right-hand corner 
● Select “Instagram” from the right-hand side 
● Scroll down and select “disconnect” 
● You will then have to go through the steps of reconnecting the Instagram account through your 
phone (these steps can be found in the Optimization Guide if you need a refresher) and refreshing 
the connection in Hootsuite 

If you receive the following error message: 

 
STEP 4: DISCONNECT, CLEAN, RECONNECT 
● Complete Step 3 but DON’T reconnect the account 
● Open up the Facebook App on your phone and log into your personal professional Facebook 
account NOTE: Don’t log out 
● Open up the Instagram app on your phone 
● Log into the applicable account 
● Select the three lines in the upper right hand corner of your main account page 
● Select “Settings” at the bottom of the menu on the right-hand side 
● Select “Account” 
● Select “Switch to Personal Account” 
● This error may have occurred during the optimization phase if the Instagram account was 
switched to a Business Account prior to the creation of Facebook page for the client. If this is the 
case, Facebook creates a “dummy” page to connect the Instagram Business Profile because in 
order to be an Instagram Business Profile, it must be connected to a Facebook Page. The 
“dummy” Facebook Page will appear as follows: 

● You can locate this “dummy” Facebook Page in Chris’ Facebook page 
● Open up Facebook in your web browser and ensure you’re logged into 
socialmedia.theadleaf@gmail.com 
● On the left-hand side of the page, select “Pages” 
● Select “Your Pages” in the upper right-hand corner 
● Scroll down until you find the “dummy” page (if it exists). It’ll look like the above screenshot 
● Select the page 
 ● Select “Settings” in the upper right-hand corner 
● Select “General” 
● Select edit from “Page Visibility”  
● Select “Unpublish” 
● If you’re able, remove the page by selecting “Remove Page” at the bottom of the menu 
● Open up the Instagram App on your phone and ensure you’re still logged into the applicable 
account 
● Ensure you’re still logged into your personal professional page in your Facebook App on your 
phone 
● Taking the same steps you used to switch your Instagram Account from a Business Account to a 
Personal Account, we are going to reserve this and switch it from a Personal Account BACK to a 
Business Account (see Optimization Guide if needed) 
● If this doesn’t work, connect the Instagram Page from the back end of Facebook through the back 
end of the Facebook page in the Instagram section of “Settings” 
● Once this is completed, please refresh the connection through Hootsuite following the steps 
outlined in Step 1 

Please complete these steps PRIOR to chatting Hootsuite Support. These are the same steps 
that Hootsuite Chat Support is going to walk you through.