Instagram Help Center

When checking out on Instagram, you can use Facebook Pay to make a payment. Facebook Pay is the simplified, secure way to transact with our apps including on Instagram. You can shop and donate on Instagram by setting up Facebook Pay with a payment method of your choosing - a credit or debit card, or a PayPal account. Items you buy with Facebook Pay on Instagram are covered by our Purchase Protection policy.

If you have already set up Facebook Pay on Facebook, you may be able to connect your payment information to Instagram for a seamless payment experience across both apps (availability varies).

For more information about Facebook Pay, visit pay.facebook.com.

With Facebook Pay, you can connect your payment information from Instagram to Facebook and Messenger for a faster payment experience. You can also view payment history, manage payment methods and update your security settings in one place across apps.

Please note that this feature is currently not available if Shop Pay is your only payment method saved for Facebook Pay. Learn about accepted payment methods on Facebook Pay.

If you have Facebook Pay set up on Instagram and previously linked your Facebook and Instagram accounts, you can connect and disconnect payment information across the apps (availability varies by country).

You may also be able to connect and disconnect your payment information through your Accounts Center.

Please note that when you disconnect, your payment information (including payment methods, delivery address, name, email and payment activity) will only be accessible on Facebook. You’ll still be able to see payments made through Instagram with Facebook Pay on Instagram.

When making a purchase on Instagram, you may receive an in-app request to connect your payment information from Facebook through Facebook Pay for checkout next time. To do so, select Connect when asked during checkout and provide additional information to authorize the use of payment info in Facebook Pay for current and future payments.

After connecting your payment info from Instagram to Facebook, you can add a payment method, create and set up a PIN and find your payment activity in one place across apps with Facebook Pay.

For product pages showing Buy on Instagram, there are two ways to buy something:

• Buy Now: If you are ready to buy a single product from a seller, tap Buy Now to proceed to checkout and complete your purchase.
• Add to Cart: If you want to save a product and continue shopping, or save multiple products from the same seller to buy together, you can add them to your Cart and checkout when you're ready.

For product pages showing View on Website, you must complete the purchase on the seller's website. Learn more about which products can be bought on Instagram.

To donate to a fundraiser on the Instagram app:

1. Tap Donate on the fundraiser you want to donate to.
2. Enter the amount you would like to donate, then tap Next.
3. Enter your contact info, then tap Next in the top right.
4. Enter your payment info, then tap Next in the top right.
5. Choose your donation visibility. The person who started the fundraiser will always see how much you donated, but other people will only see what you choose to make public.
6. Tap Donate.

Note that donations to personal fundraisers aren’t tax deductible, while donations to nonprofits fundraisers are tax deductible.

If you’re eligible to make donations to fundraisers on Instagram, you can use Facebook Pay for a seamless payment experience or one of the following payment options to donate:

• Visa
• Discover
• Mastercard
• American Express (USD only)
• Paypal (USD only)

Learn more about Facebook Pay on Instagram. Learn more about personal fundraisers on Instagram.

You can only buy something through Instagram on posts that show Buy on Instagram and Add to Cart or Buy Now on the product page. Please be aware that only eligible purchases made on Instagram are protected by our Purchase Protection policy.

Product pages that show View on Website mean that the products can only be bought on the seller's website and cannot be bought on Instagram. When you tap View on Website, you'll be taken to the seller's website to complete your purchase. Learn more about Instagram Shopping.

Facebook Pay offers the following payment methods to make donations and buy products on Instagram (availability varies).

• Credit Card: Visa, Mastercard, American Express, Discover
• Paypal account
• Shop Pay account

Learn more about Shop Pay.

Please note that prepaid debit cards are not accepted at this time. Learn how to add or remove a payment method from your Instagram account.

Please be aware that you can't buy products on Instagram if the product pages show View on Website as these products must be bought on the seller's website. Only purchases made through Instagram are protected by our Purchase Protection Policy. Learn more about shopping on Instagram.

Shop Pay is a payment method offered by the commerce platform Shopify. People can save their email address, phone number, payment credentials and shipping address in Shop Pay for use in future transactions.

Shop Pay is now available as a payment method in Facebook Pay when checking out from participating sellers on Instagram. When you choose to check out with Shop Pay, your payment method and shipping info from Shop Pay will be used to complete your order.

Learn about payment methods available in Facebook Pay.

What is Shopify?

Shopify is a commerce platform that provides tools for sellers to manage, market and grow their business. Many sellers use Shopify to power their shop on Instagram.

What is the Shop app?

Shopify also offers the Shop app, which allows people to manage and track orders made with Shop Pay. When you check out with Facebook Pay using Shop Pay as a payment method, you can manage and track your orders in both the Shop app and in Facebook Pay.

What data is shared with Shopify?

When you check out on Instagram using Shop Pay as a payment method, information about your purchase (including your order details and order tracking info) is shared with Shopify. Shopify may use your purchase info to improve its products and services according to its terms and policies, including to:

• Provide you with services like order tracking and payment status updates
• Recommend products, sellers and services in the Shop app
• Help detect and protect against fraud

Learn more about how purchase info is shared with sellers.

Sellers may offer discounts or promotional offers on their products. You may see discounts in a seller's shop or on product pages and some discounts will apply at checkout.

No, buying something on Instagram won't post to your followers' feeds or your activity status. Only you can see purchases you've made on Instagram.

You can buy products featured in a post or story from certain people and brands you follow on Instagram anytime you see Add to Cart or Buy Now on the product page.

If you don't see Add to Cart or Buy Now on the product page, then you can only complete the purchase on the seller's website.

Learn more about which products can be bought on Instagram.

When you make a payment through Facebook Pay, we'll send you an order notification through the app and a confirmation to the email you entered at checkout. You can also find your order confirmation in your Orders and Payments.

Only purchases made through Buy on Instagram and Add to Cart appear in your Facebook Pay order history. Purchases made through Autofill or on a seller’s website will not appear in your order history. Please contact the seller for specific purchase details.

To view your order confirmation on Instagram:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Tap Orders and Payments.
4. Tap any order to review order confirmation and details.

You can cancel or return the order, or get help from the seller or Instagram through the email confirmation or in Orders and Payments.

Please note you won't be able to return items marked as a final purchase on the product page.

You can track orders you made with Facebook Pay on Instagram. We also send you notifications through email and the app if the status of your order has changed.

To track your order through Instagram:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Tap Orders and Payments.
4. Tap the order you want to track.
5. In your Order Details, you can see the shipping carrier (example: USPS, FedEx) and copy the tracking number to track it on the carrier's site.

Orders completed on a seller’s website will not appear in your Facebook Pay order history, including those made with Autofill for Facebook Pay. Contact the seller for specific purchase details and tracking info.

Note: Tracking info may not be available for some orders. Learn how to contact the seller or Instagram to get help with your order.

You can only return items through Instagram when you buy with Facebook Pay. Learn more about which products can be bought on Instagram.

To return something you purchased on Instagram with Facebook Pay:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Tap Orders and Payments.
4. Tap the order and item you want to return.
5. Follow the on-screen instructions to start the return process.

If you don't see the item in your Orders and Payments, please contact the seller directly for help.

Note: For orders with multiple items, you’ll need to request a return for each item separately.

Returns for orders placed through Instagram:

• 30 day returns: Unless the item is final sale, you can return your order at least 30 days after the order is delivered. You can see if something is final sale by looking for Final Sale in the product description and at checkout.
• Return shipping costs: Buyers usually cover the shipping costs of returns, unless the return is covered by Purchase Protection.
• Seller policies: Each seller has their own return policy, but all sellers accept returns for a minimum of 30 days (except for final sale items). You can see the specific return policy for a product on the order confirmation.

You can cancel most purchases made with Facebook Pay on Instagram up to 30 minutes after the purchase was placed.

To cancel your order:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Tap Orders and Payments.
4. Tap the order you want to cancel.
5. Scroll down and tap Cancellations.
6. Select a reason and tap Cancel Order.

Note: If the order has more than one item, cancelling one item will cancel the whole order.

Many products available for purchase on Instagram are covered under our Purchase Protection Policy. Please be aware that only eligible purchases on Instagram and Facebook are protected by our Purchase Protection Policy.

Learn more about which products can be bought on Instagram.

Purchase Protection means that you can request a refund if:

• You didn't receive your order.
• The product arrived damaged or is different than described on the product page.
• The seller doesn't follow their stated refund policy.

If Instagram approves your purchase protection claim, you'll get a refund for the full purchase price of the product and any shipping costs.

Which purchases aren't covered by Purchase Protection?

• Vehicles and rentals
• Services
• Orders that cost more than $2000 (including tax and shipping)

You can see all products and situations not covered by Purchase Protection in the full policy.

How do I file a Purchase Protection claim?

Learn how to file a purchase protection claim for your order.

We understand that coronavirus (COVID-19) is creating unexpected challenges for buyers and sellers in our community, and we're committed to supporting our buyers and sellers during this time.

We suggest following the guidelines from the Centers for Disease Control and Prevention (CDC) for how to stay healthy and help prevent the spread of coronavirus (COVID-19) while buying and selling on Instagram.

Here are some things you should know about buying and selling on Instagram during COVID-19.

If you have an issue with an order you made on Instagram:

Contact Instagram for help: If the business doesn't reply or resolve the issue within 2 business days, please let us know.

Learn what to do if:

• Your order didn't arrive: We recommend waiting 2 days after the estimated delivery date in your order history. On the third business day, you can get help with your order.
• The product is damaged or it doesn't match the description: If the shipment you received is damaged, not what you expected, you can get help with your order.
• You didn't make this purchase: If you see an unauthorized purchase in your order history, please follow these steps.

If you have an issue with something you purchased through Facebook Pay on Instagram, you can contact the seller or Instagram for help.

To get help with your order:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Tap Orders and Payments.
4. Tap the order you need help with.
5. Scroll down and tap Get Help With Your Order.
6. Select a reason and follow the on-screen instructions.

After reporting your issue, we'll review any messages between you and the seller about this order. You should receive a reply within 48 hours to the email address you entered at checkout. You can check this email address on the order confirmation page.

Note: For orders with multiple items, please file a separate claim for each item you need help with.

Many products available for purchase on Instagram are covered under our Purchase Protection Policy. Please be aware that only eligible purchases on Instagram and Facebook are protected by our Purchase Protection Policy.

Learn more about which products can be bought on Instagram.

Purchase Protection means that you can request a refund if:

• You didn't receive your order.
• The product arrived damaged or is different than described on the product page.
• The seller doesn't follow their stated refund policy.

If Instagram approves your purchase protection claim, you'll get a refund for the full purchase price of the product and any shipping costs.

Which purchases aren't covered by Purchase Protection?

• Vehicles and rentals
• Services
• Orders that cost more than $2000 (including tax and shipping)

You can see all products and situations not covered by Purchase Protection in the full policy.

How do I file a Purchase Protection claim?

Learn how to file a purchase protection claim for your order.

If you think a seller or product violates our Commerce Policies, you can report them.

To report a product or seller:

1. Go to the product post or profile of seller you want to report.
2. Tap at the top right.
3. Tap Report and select a reason.
4. Follow the on-screen instructions.

If you need help with your order

Learn what to do if you're having an issue with an order you made on Instagram. If you purchased something through Instagram, you'll first need to contact the seller directly for help. If the seller hasn't responded to your message, you can contact Instagram for help.

Keep in mind that we may suspend or ban seller if they go against our Commerce Policies. Buyers who file fraudulent claims are also subject to consequences outlined in our Purchase Protection Policies.

If there's a purchase in your order history that you didn't make with Facebook Pay, please let us know:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Tap Orders and Payments.
4. Tap the unauthorized order.
5. Scroll down and tap Get Help With Your Order.
6. Select I didn't make this order and fill out the form with details about your issue.
7. Tap Send.

If you need help with a payment on Instagram, let us know.

To add or remove a payment method with Facebook Pay on Instagram:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Tap Orders and Payments.
4. Tap Payment Settings.
5. Tap an existing payment method to make an update, or tap Add Payment Method to add a new card or PayPal account.

To remove a payment method, select the card you want to remove and tap Remove Card at the bottom.

When you place an order on Instagram, you may receive a notification if there was an issue processing your payment information. Tap this notification or tap the order under Orders and Payments and follow the on-screen instructions to update your payment info.

Additionally, If you have already set up Facebook Pay on Facebook, you may be able to connect it to Instagram for a seamless payment experience across both apps (availability varies).

If you have additional questions or continue experiencing issues adding or removing your payment method please let us know.

Note: we don't support RuPay or the Maestro card network.

Once you’ve verified your bank account and personal information, you can update and remove your account information.

Learn more about personal fundraisers on Instagram.

If you made a purchase within 30 minutes and need to change your delivery address, you'll need to first cancel the order. If you no longer have the option to cancel your order and it hasn't yet shipped, you may be able to contact the seller for further assistance.

When you're checking out, you'll be able to add a new delivery address or update your current one as you scroll down to Delivery. You can also update your delivery address for future purchases.

You can select to set your new address as the default address for future orders.

To set up your PIN for Facebook Pay:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Select Orders & Payments.
4. Select Security and tap next to Always Ask for PIN to Confirm Payments.
5. Next, enter a 4-digit number to setup your PIN. Then, enter that same number again to confirm your PIN.

For added security, you can opt to use Biometric Data (Android) or Face ID (iPhone) to confirm payments with Facebook Pay.

If you forget your PIN, from Security, select Change PIN and then Forgot PIN? From here, enter your Instagram password to reset your PIN.

If you suspect your PIN was hacked or compromised, contact support for help.

When a seller receives an order confirmation, they are provided with the buyer's name, address, phone number, and email, so they can complete your order.

Keep in mind that:

• We use encryption to protect your payments and keep your credentials secure. Learn how we protect your payment information.
• No one can see your whole credit card number or PayPal password on Instagram after you enter it, even with your password.
• We never share your payment information with sellers or other people on Instagram, and payment info doesn’t show up on your public profile. In fact, we don’t even share your full info with those you’re paying.

When you opt-in with Autofill on Facebook Pay, we share with the merchant the payment info needed to complete the purchase and final shipping.

When you check out on Instagram using Shop Pay as a payment method, information about your purchase (including your order details and order tracking info) is shared with Shopify. Shopify may use your purchase info to improve its products and services according to its terms and policies, including to:

• Provide you with services like order tracking and payment status updates
• Recommend products, sellers and services in the Shop app
• Help detect and protect against fraud

Learn more about Shop Pay.

No, buying something on Instagram won't post to your followers' feeds or your activity status. Only you can see purchases you've made on Instagram.

To set up your PIN for Facebook Pay:

1. Tap or your profile picture in the bottom right to go to your profile.
   
2. Tap in the top right.
3. Select Orders & Payments.
4. Select Security and tap next to Always Ask for PIN to Confirm Payments.
5. Next, enter a 4-digit number to setup your PIN. Then, enter that same number again to confirm your PIN.

For added security, you can opt to use Biometric Data (Android) or Face ID (iPhone) to confirm payments with Facebook Pay.

If you forget your PIN, from Security, select Change PIN and then Forgot PIN? From here, enter your Instagram password to reset your PIN.

If you suspect your PIN was hacked or compromised, contact support for help.

We’ll store your payment, delivery and contact information, which you can edit or delete in your Instagram settings.

You can also opt in to receive marketing emails from the seller. If you would like more detailed information, please see our policies below.