I can't add my Facebook page or Instagram account to Zendesk

<h2 id="h_01KKF87J5PB3KDXX98VCXVQF53">Issue symptoms</h2><p>When you try to add a Facebook page or Instagram account to Zendesk, you encounter one of the following issues:</p><ul>
<li data-list-item-id="e7bcc78be863b432481c98261e83439d2">You receive the error message <strong>Channel couldn't be added</strong> or <strong>Couldn't add the channel, try again later</strong>.</li>
<li data-list-item-id="e16bee235ea9e68b80acb5098b30bb694">Your Facebook page or Instagram account does not appear in the page dropdown menu during setup.</li>
</ul><h2 id="h_01KKF87J5P03XAW9D33M1J3HA9">Resolution steps</h2><p>Select the specific error message or symptom below to view the resolution steps:</p><div class="note">
<span class="notetitle">Note:</span> You can connect multiple Instagram accounts to one Facebook Business page, but each Instagram page must connect to its own Facebook page in a 1:1 ratio.</div><div style="margin-bottom: 20px; text-align: right;">
<button id="master-toggle" class="btn fw-semibold text-dark" data-action="expand" style="background-color: #DEF991; border: none; outline: none; border-radius: 7px; padding: 10px 20px; font-size: 15px; transition: background-color 0.2s ease;" onmouseover="this.style.backgroundColor='#cbef6d'" onmouseout="this.style.backgroundColor='#DEF991'">
Expand all tabs
</button>
</div>
<script>
document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
</script><div class="accordion"><h3 id="h_01M1P5PGW8PMKB9JXATDA08FEX">Page or account does not appear in the dropdown menu</h3></div><div class="panel">
<p>This issue occurs if Zendesk lacks permissions to access your additional pages in your Facebook Business Integration settings.</p>
<p>To grant the required permissions:</p>
<ol>
<li data-list-item-id="e684c93cb4f90ae54c80d393fee550dec">Log in to the Facebook account that is an admin for the Facebook page or Instagram account you want to add.</li>
<li data-list-item-id="e07bfe6aeb134863313d9960912e4cb0f">Go to <a href="https://www.facebook.com/settings/?tab=business_tools" target="_blank" rel="noopener noreferrer">Facebook Business Integrations</a>.</li>
<li data-list-item-id="e6a1553b426a68d5d25cc066aa39e57d4">Find <strong>Zendesk</strong> and click <strong>View and edit</strong>.</li>
<li data-list-item-id="ee17ebf2a573951f6fb2fe71041c8a3b9">Select every permission for each Facebook page and Instagram account that does not appear.</li>
<li data-list-item-id="ec5c98af6fe1886adf2242d4b85681669">Return to Zendesk Admin Center and add the channel again. Your pages will appear in the dropdown menu.</li>
</ol>
</div><div class="accordion"><h3 id="h_01M1P5PGW88MW5BF9A3GGNY2G2">Error: Facebook page already in use</h3></div><div class="panel">
<p>This error means another Zendesk account is connected to the Facebook Messenger page. Remove the Facebook Messenger channel from the other account before you add it to a new account.</p>
<p>To remove a Facebook Messenger channel:</p>
<ol>
<li data-list-item-id="ed523e519bd4c2a3d6f3294a8a150f752">In Admin Center, go to <strong>Channels &gt; Messaging</strong>.</li>
<li data-list-item-id="eec38b7c57870d8380a69dd3bd3a2334b">On the Facebook Messenger channel, click the options menu icon and select <strong>Delete</strong>.</li>
</ol>
<p>If you forgot which account links to your Facebook channel, use the <a href="https://www.zendesk.com/login/#loginReminder" target="_blank" rel="noopener noreferrer">Zendesk login reminder page</a> to receive an email with your account details.</p>
</div><div class="accordion"><h3 id="h_01M1P5PGW81BX97HK9YHSRNMAG">Error: Instagram profile already in use</h3></div><div class="panel">
<p>This error means another Zendesk account connects to the page for Instagram Direct. Remove the Instagram Direct channel from the other account before you add it to a new account.</p>
<p>To remove an Instagram Direct channel:</p>
<ol>
<li data-list-item-id="e217e57b60a150d86e5dd347c293fbff2">In Admin Center, go to <strong>Channels &gt; Messaging</strong>.</li>
<li data-list-item-id="e19c8fc83580e37a5afae78e957db1abf">On the Instagram Direct channel, click the options menu icon and select <strong>Delete</strong>.</li>
</ol>
</div><div class="accordion"><h3 id="h_01M1P5PGW86QCT74HF9TYWFEMK">Error: Check all information is correct and try again</h3></div><div class="panel">
<p>This error indicates that you did not allow the required permissions during setup.</p>
<p>When you install Instagram Direct, allow all requested permissions for Zendesk. Make sure to turn on <strong>Manage and access Page conversations in Messenger</strong>.</p>
</div><div class="accordion"><h3 id="h_01M1P5PGW853TJD2AWQ3ARR4BV">Error: Couldn't add the channel, try again later</h3></div><div class="panel">
<p>This error occurs if your Instagram account is not a business account or if it is not linked to a Facebook page.</p>
<ul>
<li data-list-item-id="e3881a7d8ea8a8a3272fa24e10a0d831f">Verify that your Instagram account is set as a business account. If needed, convert your account by following <a href="https://help.instagram.com/502981923235522" target="_blank" rel="noopener noreferrer">Instagram Help Center instructions</a>.</li>
<li data-list-item-id="e2f79f3f7004f8319e210a47d330cc0a0">Confirm that your Instagram account links to a Facebook page. If not linked, see <a href="https://www.facebook.com/help/1148909221857370" target="_blank" rel="noopener noreferrer">Connect or disconnect an Instagram account and your Page</a>.</li>
</ul>
</div><div class="accordion"><h3 id="h_01M1P5PGW8PB6CB0GF0HN4KA5X">Error: Something went wrong, give it a moment and try again</h3></div><div class="panel">
<p>This error occurs if your Instagram page lacks an assigned name. Open Instagram and <a href="https://help.instagram.com/529483457260403/" target="_blank" rel="noopener noreferrer">add a name to your page</a>.</p>
<p>For general setup instructions, see <a href="https://support.zendesk.com/hc/en-us/articles/4408831648794-Getting-started-with-social-messaging" target="_blank" rel="noopener noreferrer">Getting started with social messaging</a>.</p>
</div>