Adobe Express reports 'Connection failed' during initial connections to Instagram or Facebook

Report · Jul 01, 2024

Hi. I have been fighting this issue for some time off and on for a couple weeks. I have tried this in both the edge browser and by downloading the windows 11 app from the windows store. In either case, I am unable to successfully connect to either my Facebook account or any of my Instagram accounts (via Facebook) from Adobe Express. All the accounts are business accounts and are linked together in Account Center. I can set up an initial connection so that in Facebook, Settings > Business Integrations, Adobe Express is active, but before I can move on, I get the Adobe Express message that the connection failed, please try again.

Under the view/edit in Facebook for Adobe Express, everything is checked, notifications are turned on and Only me is set for who can see the business integration. I also see a numeric user ID in a field at the bottom of this screen. Not sure what this is for, of if I should somehow be using it in Adobe Express...

It is not clear if I need to connect to Facebook first, and then add a connection to Instagram, but in either case I run into the same problem.

I welcome any suggestions on how to make this work..

Report · Jul 01, 2024

@MrWyn, I'm sorry you're having trouble.

Please head over here for detailed video instructions.

The video should help get you back on track, but if you encounter further issues, feel free to reach out again.

^Lyn

Report · Jul 02, 2024

I looked at the video and this basically is what I have been doing - however, while connecting to Facebook at 1:49 in the video I get the connection failed message. This is very perplexing.

Report · Jul 11, 2024

Hi

@Mr Wyn

,

Please check this video and let us know if that helps- https://adobe.ly/45ZnyM0

Regards,

Tarun

Report · Jul 17, 2024

Thanks Tarun,

I had already followed this video and, unfortunatly, it didn't work. In the end, I decided to create a new Facebook account and use that as my way into Instagram via Adobe Express. It seems to work just fine right now.

One thing to pass onto the dev team that is missing from the interface is that there is no place to add 'location' so after the post is published, I need to edit the post and add the location. Not a big deal, but would be a nice to have in the future...

Thanks!

Report · Jul 18, 2024

Hi

@Mr Wyn

,

Thanks for your response. I'd suggest you to post your feedback here- https://adobe.ly/3WcGDpo, as this page is being monitored by our product team.

Regards,

Tarun

Report · Mar 06, 2025

Hello,

Is there a solution to this besides creating a new Facebook account like the Mr. Wyn did? I did as the video says to remove the connection from the FB business integration section, but I keep getting a frozen screen or I get a failed connection popup message. I added screenshots of what my dashboard looks like for the Adobe Express side. The reconnect button does not work, so then I click to add a new "connection." is that the problem that I still have the old "reconnect" there? But I don't want to delete it to test it out because I don't want it to delete the past posts. What does "Delete channel & posts" do?

Report · Mar 07, 2025

Hi

@Jessica_Banfield9284

Welcome to the community! You can try using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) or incognito mode to see if it makes a difference.

Also, try clearing the browser's cache and cookies, and restarting the browser and try again. For more information on how to clear cache and cookies check this link- https://adobe.ly/4a5ipUF and how to use incognito mode- https://adobe.ly/4a2UzZV

If that doesn't seem to help, try reconnecting the account. Check this link for more info- https://adobe.ly/43v3RMT

Regards,

Tarun

Report · May 05, 2025

I get the same problem. Instagram and facebook are both business accounts but I just get "connection failed" each time I try to connect AE. Tried on Desktop and mobile. Cleared browser cache.

Report · May 06, 2025

Hi @paulh84454078,

Thanks for reaching out — we understand how frustrating connection issues can be, especially when everything seems set up correctly.

Here are a few steps that can often resolve the “Connection failed” issue between Adobe Express and Instagram or Facebook:

Confirm Business Account Setup: Make sure both your Instagram and Facebook accounts are connected through Meta Business Suite and that the Instagram account is listed under Business Integrations in your Facebook settings.
Log Out and Back In: Sign out of Adobe Express, then sign back in and retry the connection.
Check Browser Permissions: Ensure pop-ups and third-party cookies are allowed in your browser when attempting to link accounts.
Use Incognito Mode: Sometimes browser extensions or settings interfere — try connecting through an incognito/private window.
Update Login Sessions: Make sure you’re logged into the correct Facebook account in your browser before starting the connection in Adobe Express.

If none of these steps resolve it, we’re happy to walk through your setup together or look into it further with you — just let us know!

^MM

Report · May 06, 2025

My update on what ended up working for me is that I went to a different web browser, as suggested by Tarun, the Adobe team member. I initially was using Chrome, so I used Edge, and that did not work. But I had many posts already scheduled, so I didn't want to delete my account and reconnect them. But once that was over, a month later, I deleted my social accounts in Adobe Express and then reconnected them again, and that is the only way I got it to work again. However, all done through the new browser. So if you have many posts "scheduled," it won't delete any of your actual postings on your socials; it's only the ones that you programmed to schedule to post. Wait until those are done, or know that if you delete the account, you will lose those scheduled posts.