Start with the message you saw or choose a platform. These steps explain what APEX needs without asking for passwords, access codes, tokens, or provider secrets.
Provider instructions last checked September 11, 2026.
Start here
Find the message you saw
No eligible account found
What this means: The social platform approved access, but APEX did not receive a Page, professional account, or channel that meets the connection requirements.
Your information is safe: No existing APEX information is removed by this message.
Check this first: Confirm you chose the provider identity that owns or manages the intended business asset.
What this means: APEX or the social platform could not answer in time. Your existing APEX information is unchanged.
Your information is safe: No existing APEX information is removed by this message.
Check this first: Wait a moment and confirm that your internet connection and the provider website are reachable.
Next step: Use Check again or Try update again once. If the same message continues, contact support with the platform, visible message, and approximate time.
Try again only when: Retry after a short pause. Repeated disconnects will not resolve a provider outage.
What this means: The provider no longer accepts the saved authorization. Existing imported information remains in the workspace unless you disconnect and remove it.
Your information is safe: No existing APEX information is removed by this message.
Check this first: Confirm an authorized workspace owner is using the same provider identity that manages the connected asset.
Next step: Reconnect from the APEX Social connections page. If the asset is missing after authorization, go to no eligible account found.
Try again only when: Reconnect once and approve the listed read-only access. Do not send APEX a password, access code, token, or full callback URL.
What this means: The browser may be signed into a personal or business identity that does not manage the intended asset.
Your information is safe: No existing APEX information is removed by this message.
Check this first: On the provider account chooser, compare the displayed email or username with the identity that owns or manages the Page, profile, or channel.
Next step: Choose Use another account when needed. For Meta, use the Facebook identity with access to the Page; matching Facebook and Instagram email addresses alone do not link the accounts.
Try again only when: Return to APEX and start the connection again after the correct provider identity is active.
What this means: Messages about configuration, client credentials, redirect addresses, or an unavailable connector must be fixed by APEX.
Your information is safe: No existing APEX information is removed by this message.
Check this first: Copy only the short visible error name or reference number. Do not copy the full address if it contains temporary authorization information.
Next step: Contact APEX support and include the platform, workspace name, time, and visible error. Do not send passwords, tokens, API keys, secrets, or one-use codes.
Try again only when: Wait for APEX to confirm the setup correction before retrying.
APEX currently uses Instagram API access through Facebook Login. The Instagram account must be Professional—Business or Creator—and linked to a Facebook Page the connecting Facebook identity can access.
What must be ready
An Instagram Professional account: Business or Creator.
An explicit link from that Instagram account to a Facebook Page.
Access to that exact Facebook Page for the Facebook identity used during authorization.
The expected APEX app and requested read-only access shown on Meta's authorization screen.
APEX uses TikTok's read-only Display API access for basic profile information and public videos. It does not request publishing, advertising, or private-account management access.
What must be ready
The TikTok identity that owns the intended account.
Approval of the basic profile and public-video permissions shown by TikTok.
At least one public video when you want APEX to display recent TikTok content.
An APEX feature covered by TikTok's currently approved products and scopes.
A Google identity and a YouTube channel are not the same thing. The selected Google identity must own or manage the intended channel and approve APEX's read-only channel, video, and Analytics access.
What must be ready
A Google identity with an existing YouTube channel.
Ownership or management of the intended channel through a supported YouTube account relationship.
Approval of read-only YouTube account and Analytics access.
Owned videos when you expect APEX to show video-level content or metrics.
Correct the missing Page, account type, Page link, ownership, or permission first.
Return to the correct APEX workspace and use its Connect, Reconnect, Check again, or Try update again action.
Use the newest provider window. Close old selection and callback tabs.
Choose the provider identity that owns or manages the intended asset.
Retry once. If the same failure continues, stop and contact support instead of repeatedly disconnecting or revoking access.
Support
Still need help?
Send the platform, workspace name, visible error message or reference number, the step where it stopped, and the approximate time. Never send passwords, one-use codes, access tokens, API keys, app secrets, or a full callback address.