Agorapulse needs your Instagram Professional (Business or Creator) to be linked with an ad account for any ad comments to sync. Here are some troubleshooting steps to try if you are having a problem.
You'll need to install your ad account to collect ad comments in your Inbox. To learn how to connect your ad account, check out this article.
To learn more about how we sync ads comments check out this article.
Why are my Instagram ads not synchronized?
If you are seeing an issue with ads being synchronized for Instagram, please make sure:
You did not set up your ad account, yet. Here is what you need to do.
You have chosen the wrong ad account - sometimes, users use multiple ad accounts, so please double-check that you've selected the right ad account under which you run ads for that particular Instagram account.
There are no active ads - even if you select the correct ad account, there might be no active ads. We indicate this in ad account settings, please check if there is at least one active ad.
You have just set up your ad account recently - if you have just set up your account a few moments ago, don't worry, it takes an hour or two until we're able to sync all the necessary stuff and display comments on your dark posts. We recommend waiting 2 hours and then checking again.
You need to refresh the ad token in Ads monitoring settings
If you've already run through the steps above and still need help, please, reach out to our Support team. We'll be more than happy to help!
How to make sure an Instagram profile is linked with the correct ad account
To check whether your Instagram profile is linked to the (correct) ad account, head over to Business Manager and:
select Accounts - Instagram accounts on the left
choose the Instagram profile
click the Connected assets tab
check the connected ad accounts
If there are no ad accounts connected, please connect an ad account.
Can Agorapulse sync ad comments from Page-backed Instagram Accounts (PBIAs)?
Page-backed Instagram Accounts (PBIAs) are shadow Instagram accounts, created for the purpose of running ads on Instagram. More details here.
To be able to sync Instagram ad comments from PBIA ad posts for you, you need to connect your ad account(s) to Agorapulse.
As soon as you have your ad account connected, we'll sync ad posts and their comments from PBIA accounts right into your Inbox.
Due to the restrictions on Facebook / Instagram side, it's not possible to reply to ad comments on PBIA posts.