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How to disconnect your Social Media Management accounts

  • May 14, 2026
  • Knowledge

Title
How to disconnect your Social Media Management accounts
URL Name
Why-is-my-Facebook-or-Instagram-showing-the-wrong-page-or-a-connection-error
Answer

How to disconnect your Social Media Management accounts

Disconnect a Facebook or Instagram account, and troubleshoot connection issues in Social Media Management.

Overview

There is no self-serve option to disconnect a Facebook or Instagram account from the Presence® Platform — disconnections are handled by our support team on the backend. Once disconnected, you can reconnect and select the correct page. This article also covers common connection issues and how to resolve them.

How to disconnect your Social Media accounts

To disconnect a Facebook or Instagram account:

  1. Contact our support team via live chat, email, or phone (see below).
  2. Let them know which account you need disconnected.
  3. Once the support team disconnects the account on the backend, reconnect through Marketing > Social Media and select the correct page during the OAuth flow.

Note: Disconnection cannot be completed from within the Presence® Platform — it must be performed by our support team.

Common Facebook and Instagram connection issues

Wrong page selected during setup

When connecting to Facebook or Instagram, you'll go through an OAuth flow. It's easy to accidentally select a personal profile instead of a business page, or pick the wrong business page entirely.

There is no self-serve way to switch the connected page. Contact our support team, and they'll disconnect the current connection on the backend. Once disconnected, you can reconnect and select the correct page.

Business Manager ownership conflict

If your Facebook page is managed under a Business Manager, a conflict can occur on the Meta side that prevents a clean connection. This can't be resolved from within the Presence® Platform.

Contact our support team, and they'll disconnect the existing connection so you can re-authenticate once the Meta-side conflict is resolved.

Logo looks outdated after a brokerage change

If your logo looks old after a brokerage change, this is expected — logos in Social Media Management pull directly from your website. Update the logo on your website and it will carry through automatically.

"Failed to load" connection error

A "failed to load" error when connecting Facebook was a confirmed bug that has since been fixed. If you're still seeing this error after the fix, contact our support team.

FAQs

Can I disconnect my Facebook or Instagram account myself?

No — there is no self-serve disconnect option in Marketing > Social Media. Contact our support team and they'll disconnect your account on the backend so you can reconnect with the correct page.

Why does my logo look wrong on my social posts?

Logos in Social Media Management pull from your website. If your logo is outdated — for example, after a brokerage change — update the logo on your website and it will update in your social posts automatically.

I'm seeing a "failed to load" error when connecting Facebook. What should I do?

This was a confirmed bug that has been fixed. If you're still seeing the error, reach out to our support team.

For help with any Facebook or Instagram connection issue, contact our support team: