Connect

1. Account fails to connect.

Check if the provided username and password are correct and all permissions are granted.

2. The account credentials provided are correct, but still unable to connect an account.

For Instagram, the account that is being connected needs to be a business or creator account and needs to be linked with a Facebook Business page. If these conditions are not met, the Facebook screen will show a success message, but the connection will still fail. In other cases or further issues, please get in touch with [email protected].

3. Account connection fails when cookies or browser storage is disabled.

There are 2 dependencies here which might interfere with the connection - the Connect SDK and the work platform login. The Connect SDK requires cookies to be enabled to work properly in redirect flow, the popup flow can work without cookies. But in either case, most platform logins don't work smoothly, or sometimes don't work at all, when cookies or storage is restricted. Hence you should consider cookies to be a mandatory requirement to connect any accounts via InsightIQ, and prompt your users to enable them for things to work as they should.

4. How do I know which work platform this account is for?

We always send you the work platform ID along with account ID when we send you the connection details. You can save this info and verify the work platform using the retrieve all work platforms API.

5. How often should I update the list of work platforms?

Usually we only add or remove information about work platforms only when we add or remove support for a platform. You can safely cache this information at your end, since the IDs won't change. Optimistically, refreshing this weekly once should be sufficient most of the times but this is merely a recommendation and you may decide to follow some other update mechanism according to your use case.

6. What happens when any of the permissions is denied?

We have worked rigorously to trim our permissions framework to ask for minimal permissions. Still, if you deny any permissions, we analyze the response from the work platforms to see if the permissions are adequate to get the data that we need to serve you. In case they aren't, we show you the relevant message on our SDK.

7. I get an error in the browser saying "`PhylloConnect` is not defined".

Make sure that your script tag that imports the Connect SDK JS is added in the head seaction, and is loaded properly before you can start using the PhylloConnect object. You might want to nest the code inside the onLoad function or something.

Most commonly, this happens in the "mobile in-app browsing" scenarios, which are detailed on its own page. First thing you could check is if it matches any of these cases. If it does, you might want to follow the instructions on that page to decide what to do next (use mobile SDK, switch the web implementation to a combination of popup and redirect flow, etc.). If it doesn't, please contact us with the below information at [email protected].

Device type (mobile, tablet or desktop)
Device OS
Device OS version
For desktop
- Browser name
- Browser version
For mobile
- Whether the integration is reusing or redirecting to web implementation, or using our mobile SDK
- For mobile SDK
  - Mobile SDK version
- For web implementation reuse
  - App or browser name
  - Web SDK flow type (popup or redirect)

There are a few ways this could happen:

When the Connect SDK is opened in an insecure browser
On mobile, Connect SDK is opened in a WebView (WebViews have many known security issues and vulnerabilities)
Improper implementation of in-app browsing

Such a behavior is not controlled by us and is the platform's decision for user safety. We recommend switching to our native mobile SDKs in such a scenario if this happens within your app, or request the user to use a standard, secure, modern browser in case this happens in an app or browser which is not under your control.

10. I don't want my users to be able to connect multiple accounts. What can I do?

We are working on something towards this. Email us at [email protected] to chat about this.

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