If you’re experiencing issues with the Unfold app or the Unfold Pro browser experience, follow this guide. Most issues with Unfold can be resolved using these troubleshooting steps. When you contact us for help, we might ask you to do some troubleshooting to help us identify the cause of the problem.
Update the app
If the Unfold app isn’t working as expected, ensure you’re using the latest version of the app. To update the app, follow the linked steps for your device:
Update your device’s operating system
If the Unfold app is up-to-date, ensure your device’s operating system (OS) is also up-to-date. To update your OS, follow the linked steps for your device:
Force close the Unfold app
If the Unfold app and your OS are both up-to-date, try force closing the Unfold app, then re-opening it. Follow the linked steps for your device:
Restart your device
If force closing the app doesn't work, or you’re seeing issues with Unfold Pro in a computer web browser, we recommend restarting your device, then reopening the app or browser.
For the Unfold Pro browser experience, you may also want to try clearing your cache. Follow the linked steps for your browser:
Check your device's storage
If your device's storage is full, you might experience issues with Unfold. Free up storage space so the app can function properly.
Restart your wifi or try another network
Unfold behavior may be affected by network issues. We recommend restarting your wifi network, or trying another network if possible, to check if the problem persists. You can also try switching from your wifi to a cellular network, or vice versa.
If you’re not sure how to restart your network, consult with your internet service provider or your router’s user manual.
Resolving error messages
Here are some common error messages in Unfold and recommended solutions.
Error message: We could not connect your Instagram Business/Creator account
This message appears if there are issues with Meta API updates. To resolve this error message:
- Log into your Instagram account.
- Follow the steps in Instagram’s documentation to remove Unfold from your account’s Website permissions panel.
- Follow Meta’s documentation to disconnect Unfold from the Accounts Center.
- Force close the following apps on your Android or Apple device:
- Unfold
- Your web browser
- Log out of all your Unfold accounts. Ensure you sign out of the Instagram app, the Facebook app, and also from your browser for both Facebook and Instagram.
- Log back into Unfold and connect your Instagram account to Unfold.
We don’t recommend installing and reinstalling Unfold to fix issues with the Instagram feed planner. If the troubleshooting steps don’t work, try connecting your Unfold account to Instagram using a different device that has never had Unfold installed.
Tip: If you're still having issues with your Instagram feed planner, record your screen while completing the troubleshooting steps and send the video to Unfold support.
Contact us
If you’ve tried all these steps and you’re still having trouble, contact us. Let us know which steps you’ve tried so we can continue troubleshooting. We might ask you to take a screenshot of the issue so we can see what you’re seeing.