Troubleshooting Profiles Checklist

This article covers general best practices steps to take if you find that you're experiencing an issue with one of your Profiles. 

We are always looking for ways to ensure that we are able to get the fastest resolution for our users. The following checklist will ideally resolve the issue or allow us to rule out what might be causing an issue.


Troubleshooting Step 1:
Please reconnect your Profile

The first thing to do when experiencing any issues with a Profile is to reconnect.

Please click the relevant Profile you would like to reconnect:
Facebook, TwitterInstagram Reminder, Instagram BusinessLinkedIn

Please Note:
When reconnecting,  please ensure you have the login credentials for each of the Profiles.


Troubleshooting Step 2:
Revoke/Remove and reconnect your Profile

iconfinder_square-facebook_317727.png For Facebook:
  1. Remove access within Facebook.com
  2. Reconnect the Facebook Profile 
iconfinder_twitter-bird-logo-logotype_719057.png For Twitter:
  1. Revoke access from Twitter.com
  2. Reconnect the Twitter Profile 
iconfinder_social-03_3146786.png For Instagram Business What is the difference?
  1. Revoke access from Facebook.com
  2. Reconnect the Instagram Business Profile 
iconfinder_linkedin_386655.png For Linkedin
  1. Remove access from Linkedin.com
  2. Reconnect the Linkedin Profile 
googlemybusiness.png For Google My Business
  1. Revoke access from Google.com
  2. Reconnect the Google My Business Profile 

 

Troubleshooting Step 3:
Deleting, Revoking/removing and Re-adding the Profile

Important Note:
Deleting a profile can affect related posts, reporting data and Priority Inbox alerts, even if the same profile is re-added. If you're experiencing a connection issue, messages posted to this profile are bouncing, or reporting data related to this profile is not being displayed, please reconnect this profile or contact us for further assistance.
Tip:
If you're not sure about deleting the profile due to a reconnection issue, add a new profile BUT rename the profile within the description field it to differentiate it. If adding the second profile solves the reconnection issue, you can update any scheduled posts to be sent to this profile instead and can delete the Old version of the profile once this is done.

 

iconfinder_square-facebook_317727.png For Facebook:
  1. Delete the profile from Sendible
  2. Remove access within Facebook.com
  3. Re-add the Facebook Profile 
iconfinder_twitter-bird-logo-logotype_719057.png For Twitter:
  1. Delete the profile from Sendible
  2. Revoke access from Twitter.com
  3. Re-add the Twitter Profile 
iconfinder_social-03_3146786.png For Instagram Business What is the difference?
  1. Delete the profile from Sendible
  2. Revoke access from Facebook.com
  3. Re-add the Instagram Reminder Profile 
iconfinder_linkedin_386655.png For Linkedin
  1. Delete the profile from Sendible
  2. Remove access from Linkedin.com
  3. Re-add the Linkedin Profile 
googlemybusiness.png For Google My Business
  1. Delete the profile
  2. Revoke access from Google.com
  3. Re-add the Google My Business Profile 

 

Troubleshooting Step 4:

Still an issue?  

No worries!
We'll take over from here, please submit a support ticket and ensure you mention you have taken the 3 typical profile connection troubleshooting steps. If you can provide screenshots of the issue and the steps you took to replicate it, even better!

Have more questions? Submit a request