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Instagram connection errors in CommenSense, and how to fix them

TroubleshootingUpdated By Team CommenSense

On this page
  1. What does each error mean while connecting?
  2. What does "We couldn't finish connecting" mean?
  3. Why does an account need reconnecting later?
  4. How do I reconnect?
  5. How do I check the connection is working?
  6. Still stuck?

Connection problems come at two moments: while you're connecting an account, and later, when Instagram stops accepting a connection that used to work. This guide covers both. If you haven't connected yet, start with how to connect Instagram to CommenSense.

What does each error mean while connecting?

After you sign in on Instagram's page, you come back to CommenSense, which shows one of these:

What you seeWhat it meansWhat to do
You didn't finish connectingYou cancelled on Instagram, or closed its page. Nothing changed.Select Try again.
One permission was switched off (or two, three…)A permission was turned off on Instagram's page. The screen names which ones and what stops working without them.Select Connect again and leave every permission on.
@yourname belongs to another CommenSense accountAn Instagram account can be connected to one CommenSense account at a time. It's already connected to another one, possibly yours under a different email.Sign in to that CommenSense account and disconnect it there, or select Connect a different account.
You're using both accounts on Pro (or similar)Your plan's limit on Instagram accounts is used up.Select Compare plans, or Manage accounts to disconnect one you no longer use.
We couldn't finish connectingSomething went wrong on the way back from Instagram. The next section explains the reasons.Usually Try again.

What does "We couldn't finish connecting" mean?

This screen says what went wrong in one line, and shows a Reference at the bottom, such as code_expired, with the date and time.

A card headed We couldn't finish connecting, saying Instagram's sign-in link expired or was already used, with a Try again button, a link to the connect guide and support email, and Reference: code_expired with a date and time.
The reference at the bottom tells support exactly what happened.
ReferenceWhat happenedWhat to do
code_expiredInstagram's sign-in link expired or was already used. This happens if you reload the page you returned to, connect in two tabs at once, or take a long time to come back from Instagram.Try again, in one tab.
no_codeInstagram sent you back without the sign-in details.Try again.
instagram_errorInstagram refused the connection or sent an answer CommenSense couldn't read.Try again. If it repeats, check you're signing in to a Business or Creator account.
request_failedYour browser couldn't reach CommenSense, often a dropped internet connection.Check your connection, then Try again.
cap_check_failedCommenSense couldn't check your plan's account limit just then.Wait a moment, then Try again.
save_failedInstagram agreed, but CommenSense couldn't save the connection.Try again.
unexpectedSomething else went wrong.Try again, then contact support if it repeats.

Instagram can also send back an error of its own. In that case the screen shows Instagram's message, and the reference is Instagram's code.

Why does an account need reconnecting later?

When you connect, Instagram gives CommenSense a key that lets it act for your account. Instagram's keys last 60 days and can be renewed before then (Meta: Instagram Platform). CommenSense renews yours every 10 days, including for paused accounts, so it shouldn't run out.

An account needs reconnecting when Instagram stops accepting that key anyway. That can happen if:

  • you remove CommenSense from the apps connected to your Instagram account;
  • Instagram ends the connection for its own reasons, such as a security check on your account.

When this happens, CommenSense marks the account and tells you in three places:

  • Home shows "@yourname needs reconnecting" under Needs your attention.
  • A notification says the connection has expired.
  • Settings shows Reconnect next to the account.

Until you reconnect, CommenSense can't act for that account: comments aren't hidden, automations don't reply or send DMs, and scheduled posts fail with "Your Instagram connection has expired".

How do I reconnect?

  1. Open My account at the bottom of the sidebar, then Settings.

  2. Make sure the account that needs reconnecting is the one that's open.

    Use the account switcher at the top of the sidebar if it isn't.

  3. Under What CommenSense can do, select Reconnect, then Continue to Instagram.

    Sign in on Instagram's page, keep every permission switched on and continue.

You come back to a screen that says the account was reconnected, and you're taken back to Settings. Your automations, contacts and settings stay exactly as they were.

How do I check the connection is working?

In Settings, under the account that's open, What CommenSense can do lists what the connection allows. Select Re-check to ask Instagram again.

Settings showing @benandmurphy, Currently open, with What CommenSense can do listing five permissions with ticks, a Re-check button, and Reconnect and View on Instagram buttons.
What CommenSense can do, with Re-check and Reconnect.
Re-check saysWhat it means
Connection is workingInstagram still accepts the connection. Nothing to do.
Reconnect neededInstagram no longer recognises the connection. Reconnect.
Some permissions may be missingA permission wasn't granted when you last connected. It names which. Reconnect and leave it on.
Couldn't check the connectionThe check itself failed, so the answer is unknown. Try again in a moment.

Still stuck?

Email [email protected]. Say which Instagram account you were connecting, and include the Reference and time from the error screen if there was one. That's enough for support to find exactly what happened.

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