What can I try if I'm having trouble with a social profile?
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 type of profile you would like to reconnect for further instructions:
When reconnecting, please ensure you have the login credentials for each of the profiles.
Troubleshooting Step 2:
Revoke/Remove and reconnect your Profile
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For Facebook: |
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For Twitter: |
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For Instagram Business What is the difference? |
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For Linkedin |
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For Google My Business |
Troubleshooting Step 3:
Deleting, Revoking/removing and Re-adding the Profile
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.
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 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.
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For Facebook: |
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For Twitter: |
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For Instagram Business What is the difference? |
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For Linkedin |
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For Google My Business |
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!