Customer Reviews (450)

Miaaaaalovelyyyyyyy • 2025-11-18T20:48:19-07:00

So I woke up to my acc getting bannned and I did nothing wrong. And then when I went to go make another acc I also got suspended. Instagram please fix this problem!!

dab3108 • 2025-11-18T20:43:12-07:00

I want to express my deep disappointment with Instagram. I’ve had some of the worst experiences with your platform. Both of my accounts were compromised, and ever since, the recovery process has been a nightmare. You request an excessive amount of personal information, yet the pages constantly glitch, freeze, and show endless pop-ups that interrupt every step. Despite following all instructions, the recovery method never completes, and I still don’t know if my accounts even exist anymore. I even changed my phone number just to complete the SMS verification, and I never received the message. The entire experience has been extremely frustrating, stressful, and honestly unacceptable for such a big platform. I just want a clear, working way to recover my accounts.

Thisisforallmyladies • 2025-11-18T20:41:49-07:00

He usado ig desde hace unos cuatro o tres años, pero la actualización de desplazamiento fácil no me agrada, siento mi perfil muy sobrecargado y la bandeja de mensajes sobrecargada. No me acostumbro aún. Por favor regresen la versión anterior 😭🙏🏻

Instagram App Review Analysis

1. Summary of Key Insights

The overall sentiment towards Instagram, based on the provided reviews, is negative, driven largely by complaints about account suspensions, unwanted UI changes, and the increasing prevalence of ads and algorithmic content over content from followed accounts. While some users appreciate the app's core functionality for connecting with friends and sharing content, the negative experiences appear to outweigh the positive, resulting in a skewed rating distribution. The most prevalent issues revolve around perceived unfair account bans, constant unwanted UI changes and the algorithm prioritizing Reels and ads over content from followed accounts.

  • Key Strengths: Core functionality for sharing photos and videos, connecting with friends, platform for small business growth.
  • Key Weaknesses: Unjust account suspensions, frequent unwanted UI changes, overwhelming ads, algorithm prioritizing Reels and suggested content over followed accounts, poor customer support, glitches and bugs.
  • Overall Sentiment: Negative
  • Overall Rating: The weighted average rating is low, reflecting the high number of 1-star reviews.
  • Score Distribution:
    • 1-star: 56.67% (255 reviews)
    • 2-star: 10.44% (47 reviews)
    • 3-star: 9.11% (41 reviews)
    • 4-star: 3.78% (17 reviews)
    • 5-star: 20% (90 reviews)

2. Data & Methodology Overview

  • Data Sample Size: 450 reviews
  • Time Frame: The reviews span from what appears to be late 2025 (based on dates mentioned in the reviews) up to the present.
  • Analysis Methods:
    • Sentiment Analysis: Manual assessment of review sentiment (positive, negative, neutral).
    • Keyword Extraction: Identification of frequently used words and phrases related to user issues, feature requests, and positive feedback.
    • Thematic Analysis: Grouping reviews into common themes (e.g., account suspensions, UI changes, ads).

3. Key User Pain Points

  • Unjust Account Suspensions: A significant number of users report having their accounts suspended or banned for no apparent reason, often citing violations of community guidelines they claim not to have breached. This is the most frequently mentioned issue.
    • Impact: Loss of memories, difficulty contacting friends/family, disruption of business operations, frustration with the appeal process.
  • Frequent Unwanted UI Changes: Many users express frustration with constant changes to the app's layout and navigation, disrupting their established habits and workflows.
    • Impact: Confusion, reduced ease of use, negative impact on user experience, loss of muscle memory.
  • Overwhelming Ads and Algorithmic Content: Users complain about the increasing number of ads in their feed and the algorithm prioritizing Reels and suggested content over posts from accounts they follow.
    • Impact: Reduced visibility of content from friends and family, negative impact on user experience, feeling of being forced to consume unwanted content.
  • Poor Customer Support: Users report difficulty contacting Instagram support and receiving timely or helpful responses to their issues. Many users have requested an email or phone number to contact support.
    • Impact: Frustration, inability to resolve issues, lack of confidence in the platform.
  • Glitches and Bugs: Several reviews mention technical issues such as lagging, slow loading times, inability to post, and problems with audio.
    • Impact: Frustration, reduced ease of use, negative impact on user experience.

4. Frequently Requested Features

  • Chronological Feed: Users repeatedly request the option to view their feed in chronological order, rather than relying on the algorithm.
  • Ability to Edit/Remove Audio from Existing Posts: Users want the ability to change or remove the music on a post after it has been published.
  • Option to Disable Reels: Users want the option to turn off Reels to avoid unwanted content.
  • Rearrange Grid Order (for all accounts): Some users have the ability to rearrange their profile grid, and others do not. Users are requesting that this feature be available for all accounts.
  • DM Icon Back to Original Location: Users want the DM icon to return to the top right corner instead of the bottom of the screen.

5. Strengths and Positive Aspects

  • Core Functionality: Some users appreciate the app's core functionality for sharing photos and videos and connecting with friends.
  • Platform for Small Business Growth: Some users find Instagram to be a valuable platform for promoting their small businesses.
  • Easy to Use: Some users find the app to be easy to use and navigate (though this sentiment is less common given the UI complaints).
  • Connection with Family and Friends: Some users find that the app helps them to feel more connected to family and friends, especially those who live far away.

6. Prioritized Action Recommendations

PriorityIssueRecommendation
HighUnjust Account SuspensionsImplement a more transparent and accurate account suspension process, improve AI moderation, provide clear reasons for suspensions, offer a more effective appeal process, and provide human review for contested suspensions.
HighFrequent Unwanted UI ChangesConduct thorough user testing before implementing significant UI changes, provide users with the option to revert to previous layouts, and prioritize usability and ease of navigation.
HighOverwhelming Ads and Algorithmic ContentReduce the number of ads in the feed, provide users with more control over the algorithm (e.g., option to view feed in chronological order), and prioritize content from accounts they follow.
HighPoor Customer SupportEstablish a more responsive and helpful customer support system, including email or phone support, and provide clear and timely responses to user inquiries.
MediumGlitches and BugsPrioritize bug fixes and performance improvements in app updates, and conduct thorough testing before releasing new versions.
MediumAbility to Edit/Remove Audio from Existing PostsAllow users to edit or remove audio from existing posts.
MediumRearrange Grid Order (for all accounts)Make the grid order feature available for all accounts.
LowOption to Disable ReelsConsider providing users with the option to disable Reels, or at least customize the frequency with which they appear.
LowDM Icon Back to Original LocationConsider the possibility of moving the DM icon back to the top right corner, or at least make it an option in settings.

7. Opportunities for Startup Ideas

  • Decentralized Social Media Platform: A new social media platform that prioritizes user control, transparency, and fair content moderation, addressing the concerns about unjust account suspensions and algorithmic manipulation.
  • AI-Powered Social Media Filter: A tool that allows users to filter out unwanted content (e.g., ads, Reels) from their Instagram feed, providing a more personalized and enjoyable experience.
  • Social Media Support Service: A company that provides dedicated customer support for social media users, helping them resolve issues with account suspensions, hacking, and other technical problems.
  • Chronological Feed App: An app that allows users to view their Instagram feed in chronological order, bypassing the algorithm.

8. Trends and Observations

  • Language Preferences: Most reviews are in English, with a notable number in Spanish.
  • Shift in Sentiment: There is a clear shift towards negative sentiment over time, driven by the issues mentioned above (account suspensions, UI changes, ads).
  • Recurring Patterns: The most recurring patterns include complaints about account suspensions, UI changes, ads, and poor customer support.
  • Generational Differences: There isn't enough data to definitively say, but the reviews suggest that younger users are more tolerant of Reels and algorithmic content, while older users prefer a more traditional feed.

9. Conclusion

The analysis of Instagram app reviews reveals significant user dissatisfaction stemming from account suspensions, frequent UI changes, excessive ads, and poor customer support. To improve user sentiment and maintain its position in the social media landscape, Instagram needs to address these key pain points by implementing more transparent content moderation policies, prioritizing user control over the algorithm, and providing more responsive customer support. Failure to address these issues could lead to user attrition and the rise of alternative platforms that better cater to user needs.

10. Original App Link

https://apps.apple.com/us/app/instagram/id389801252