Integrations troubleshooting
Fix OAuth failures, reconnect providers, and resolve Meta, plan, and permission issues.
Use this guide when a provider will not connect, returns an OAuth error, shows the wrong lock badge, or stops working after a password/permission change on the third-party side.
Before you start
- Note the provider name and any
error/messagequery text on/dashboard/integrations - Confirm you are on the intended team
- Have access to the third-party admin account (Meta Business, Shopify store, Google workspace, etc.)
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Quick checks
- Refresh Dashboard → Integrations and confirm the card status.
- Try Connect again with pop-ups allowed for pointerly.io and the provider.
- If the card is Via Meta, manage Instagram/Facebook under Integrations → Meta, not the child card’s Connect.
- If the card shows a plan or add-on badge, resolve billing before debugging OAuth.
- Sign out of the wrong Google/Facebook account in the browser (or use a private window) so consent uses the right identity.
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OAuth failures
| Symptom | Likely cause | What to try |
|---|---|---|
Returned with error= in the URL | User cancelled or provider denied scopes | Retry Connect; accept all requested permissions |
| “Sign in was cancelled” (mobile/app) | Closed the auth sheet | Restart Connect and complete consent |
| Infinite Connecting spinner | Closed the popup without finishing | Focus the Integrations tab; wait ~0.5s or hard refresh |
| Connected then immediately errors in product | Token missing refresh / expired | Disconnect → Connect again; force reconnect if the provider offers it |
| Wrong shop / Page linked | Browser session on another account | Private window; pick the correct asset on the provider screen |
Meta, Instagram, and Facebook
- Use Instagram (direct), Meta (Instagram + Facebook), or Facebook Pages intentionally—each variant grants different assets.
- Page comments and Messenger need a Page connection, not only a personal Facebook login.
- If cards show Via Meta, open Manage in Meta and reconnect there so child platforms stay consistent.
- After reconnecting, re-check DM Automations accounts are active.
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Plan, add-on, and audience locks
| Symptom | Likely cause | What to try |
|---|---|---|
| Upgrade to [Plan] | minPlan not met | Plans and upgrades |
| Add · $… | Feature sold as add-on | Complete add-on checkout, then Connect |
| Audience label, button disabled | Team type not allowed | Switch to a creator or brand team as required |
| Coming soon | Provider not enabled | Wait for release; no Connect path yet |
Shopify and setup-only providers
Shopify does not use the generic Connect popup—open View setup / the Shopify configuration hash and complete store credentials there. Other non-OAuth providers follow the same View setup → Configure pattern.
If configuration saves but features stay dark, confirm the store domain/API keys and that webhooks can reach Pointerly (firewall, app URL).
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Disconnect and reconnect safely
- On the Connected card, click disconnect → confirm.
- On the provider site, revoke the old Pointerly app if you need a clean slate (Meta Business Integrations, Google Account → Third-party access, etc.).
- Return to Pointerly and Connect again.
- Re-select Pages / assets when the provider asks.
Disconnecting does not delete historical Pointerly data, but live automations that depend on the account will stop until you reconnect.
Still stuck?
- Capture the provider id, timestamp, and exact error string.
- Verify team permissions allow managing integrations.
- Retry from another browser profile to rule out extension conflicts.