This article covers troubleshooting steps for the following cases:
You connected your Meta profile (business or personal) to Bïrch, but some assets - ad accounts or pages are not showing up in the list
You can see ad accounts and pages, but the associated Instagram account is not showing up.
In both cases, this means the connected profile does not have full admin access to the asset in question. A business profile should have full admin access to the Business Manager and all its assets. It's important that this access be full, not partial - partial access is not enough for the assets to be pulled into the interface.
1. Ad account is not showing up in the list
If an ad account is not showing up in the list of all ad accounts, verify that you have full admin access to it.
Open Business Settings -> Ad accounts (left sidebar) -> Select the specific account -> Check the "People" tab for that account -> Make sure your profile has full admin access to the ad account:
For a business profile connection, also verify that you have full admin-level access to the business itself (not just individual assets). This is set separately under Business Settings -> Users -> People -> Select a person -> The access should be set to "Full access - everything":
2. The Meta page is not showing up in the list
Verify that admin access to the Meta page associated with the ad account is in place.
Open Business Settings > Pages (left sidebar) -> Select the specific page -> Check the "People: tab for that page -> Make sure your profile has full admin access to the page:
Additionally, check whether you've manually selected permissions and pages in Business Integrations in Meta. In your Meta profile, go to Settings & Privacy -> Settings -> Business Integrations or use this link:
If you click "View and edit", as shown in the screenshot above, a list of options with checkboxes will appear. All checkboxes need need to be ticked.
Log in to the relevant profile and follow the links to refresh the connection:
Business profile: Re-authenticate →
Personal profile: Re-authenticate →
When using the personal profile link, click "Edit settings" on the first step, then check that you've selected the necessary pages and permissions. If you'd also like to automatically include future assets, select the corresponding option.
3. Instagram account is not showing up in the list
Verify that you have admin access to the Instagram account associated with the ad account and page.
Open Business Settings -> Accounts (left sidebar) -> Instagram accounts -> Select the specific account -> Check the "People" tab for that account -> Make sure the below options are toggled on:
Verify that the ad account and Meta page have been added to the Instagram account under "Connected assets".
Open Business Settings > Instagram accounts -> Select the specific account -> Check the "Connected assets/linked accounts section" -> Look for the ad account and Meta page listed there. If either is missing, add it.
Also, check if the Instagram account is linked to the relevant Facebook page
4. Refresh the connection using the links below
Once the steps above are complete, refresh the connection by following these steps:
Log in to the relevant profile
Use the link:
Business profile: Re-authenticate →
Personal profile: Re-authenticate →
If you still don't see a specific asset in the Integrations section after verifying the steps above, please reach out to us via Intercom chat or at support@bir.ch.