1. Dundy1's Avatar
    Dear All,

    I was not sure which forum to turn to with this questions, please see reasons explained below:

    I am using an iPhone 6 with the latest iOS and have converted my Instagram (IG) account to a business successfully. However when I click on the Insights icon in the top right or the "View Insights" under my photos it shows "loading", even shows the period of time the stats would cover but then I get the following error message:

    Unknown error
    Please try again later

    This has been the same for 2 weeks and none of the following helped:

    I reinstalled the app, restarted the phone, degraded IG account back to person and then upgraded it back to a Business one, nothing helped. And no, it's not because the upgrade to iOS 10, it has not been working for weeks.

    I sent 3 bug reports to Instagram via the app's "Report a problem" option but I never got any response. After googling I learned that there is no such a thing as Instagram customer support that you could contact and submit a ticket to. The reports on my FB Support Mailbox are shown as "submitted" and not reviewed.

    Instagram basically leaves its users in the dark and their business motto seems to be: if you have an issue, turn to the FAQ, if that didn't help, then suck it up and hope that the next release will solve it. Pretty sad. Hence I am turning to this forum for help.

    Has anyone ever had the same issue and if yes, were you able to solve it?

    Thank you for any help in advance!
    09-16-2016 02:13 AM
  2. Just_Me_D's Avatar
    09-16-2016 08:12 AM
  3. Dundy1's Avatar
    Of course, that was the first thing I tried.

    The Instgram "help" website offers very limited help to basic issues. It does not let you submit a ticket or to contact them in any other way.

    So if your issue and a solution is not listed there, then tough luck. Extremely disappointing.
    Last edited by Dundy1; 09-17-2016 at 10:31 AM.
    09-17-2016 02:07 AM
  4. Dundy1's Avatar
    Anyone else having this issue?
    09-18-2016 08:42 AM
  5. nic0519's Avatar
    Anyone else having this issue?
    I am, extremely frustrating. Instagram's app support is one of the worst I have seen. I think you may need to switch to the business account for 7 days before it starts working but I haven't tested that myself. How long habe you had your account?
    09-18-2016 08:55 AM
  6. Dundy1's Avatar
    For me it's been 14-20 days. Like I said I can see that all the bug reports I had submitted via the Instagram app were registered (thet are there under my Facebook account's support mailbox - didn't even know there was such a thing until I found it accidentally) but they didn't care to review or process it yet.

    I understand FB bought Instagram but how can they leave the users with absolutely no support is beyond me.
    09-18-2016 09:44 AM
  7. ecuatraveler's Avatar
    Hi I got the same problem, did you manage to make it work? it suck
    09-21-2016 11:23 AM
  8. Dundy1's Avatar
    No, I still get the unknown error message and Instagram is ignoring my bug reports.
    09-21-2016 02:00 PM
  9. helloagentstark's Avatar
    I am experiencing the same problem but thus far it's only been going on for 2 days. Let us know when you had some positive developments!
    09-24-2016 11:04 AM
  10. Dundy1's Avatar
    Negative, no solution yet. Will post here for sure if/when this gets resolved.

    In the meantime, everyone please keep submitting error reports via the app and let's hope that one day our complaints to Instagram will be heard.
    09-24-2016 02:19 PM
  11. EmilMammadov's Avatar
    Have totally same problem... Writing to Fu**in Instagram support doesn't help, they just ignore it. third day nothing help(
    09-25-2016 05:20 AM
  12. Dundy1's Avatar
    Let's make sure that everyone having this issue file complaints via ALL THREE of the following channels:

    1) Instagram app (Options / Report a Problem / Something isn't working)

    2) Facebook Business Help Community (in case anyone would wonder why, Facebook owns Instagram):


    3) here on this thread on iMore forum.

    Naively (?) hoping that if there will be enough complaints they will bother to attend to it.
    Last edited by Dundy1; 09-26-2016 at 02:37 AM.
    09-25-2016 11:02 AM
  13. Dundy1's Avatar
    Good news!

    Upgrading the Instagram app to 9.4 (just came out) fixed this issue and Insights is working finally.
    Lamloumh likes this.
    09-26-2016 02:48 PM
  14. Lamloumh's Avatar
    Hi, i have exactly the same issue!! did anyone find out how to solve it? please let us know.
    09-27-2016 02:50 AM
  15. Dundy1's Avatar
    Hi, i have exactly the same issue!! did anyone find out how to solve it? please let us know.

    Please see my last comment. The latest update of Instagram that came out yesterday (Sept 26th) on iOS has solved this bug. I see that you "liked" that post but it's not clear if you checked in the app store to make sure your IG received its more recent update?

    Do you still have this issue after updating your Instagram app within the last 48 hours?
    09-27-2016 03:55 AM
  16. Lamloumh's Avatar

    yes i saw your post after posting mine.
    i updated it and it seems to be solved now.

    09-27-2016 08:13 AM
  17. Dundy1's Avatar

    Instagram having an extremely unresponsive customer support team (or not having one) is shocking.

    However, this got solved and that is good news.
    09-27-2016 10:05 AM
  18. Lamloumh's Avatar
    Hello Everyone,

    the issue came back

    i dont know what is wrong with Instagram these days!
    09-28-2016 02:19 AM
  19. Dundy1's Avatar
    Same here! It was working fine 8 hours ago and not I also keep getting the same error message. This is getting really annoying.
    09-28-2016 02:55 AM
  20. tblakemore58's Avatar
    Updated the app but I still got the error straight away... is anyone's actually working??
    09-28-2016 05:32 AM
  21. Dundy1's Avatar
    The update came out on the 26th and it worked in the first 48 hours.

    Then today it stopped working.

    To answer your question, this feauture works for a lot of people but there is a relatively smaller (only IG knows how small of a ) group who has this issue.
    09-28-2016 06:03 AM
  22. tblakemore58's Avatar
    I've got the issue lol, It's so annoying!
    09-28-2016 07:18 AM
  23. Dundy1's Avatar
    I've got the issue lol, It's so annoying!
    It is, indeed.

    If not done already, please report this error through the following ways:

    1) Instagram app (Options / Report a Problem / Something isn't working)

    2) Facebook Business Help Community (in case anyone would wonder why, Facebook owns Instagram):


    Here, please make sure you scroll up to the first post by Viktoria and click on the triangle pointing upwards (highlighted in yellow in the image below). By voting to rate this as a "Good question", I am hoping that the thread will get more attention:

    Instagram on iPhone - Insights not working (Unknown error)-instagram-insights-bug.jpg

    09-28-2016 07:33 AM
  24. Anton Yatsushko's Avatar
    Same here! Although I use android Galaxy S4 and it doesn't say "error" just a white screen
    09-28-2016 08:54 AM
  25. tblakemore58's Avatar
    When's it going to be fixed??
    09-29-2016 06:12 PM
28 12

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