Social Marketing FAQs
How do I post to multiple locations at once?
Through the Multi-Location Business App, you can post to multiple Facebook pages in one go. Maintain brand consistency while keeping each individual location local through dynamic content and easy customization. Get a high-level overview of your overall brand, or drill down to analyze how each location is performing—all from one app… Read More
Why Social Accounts Disconnect?
To keep your social account secure, a social network might disconnect the account from Social Marketing when it identifies certain activities such as:
- Any changes to your account settings such as a password or username change.
- The user who connected the social account lost their admin access to the page.
Social networks may also periodically deactivate access tokens in order to keep your account secure.
Facebook and Instagram connection tokens are known to expire within 60 days (you may, however, observe varying timelines).
LinkedIn access token requires reconnecting exactly every 60 days. Learn more
Twitter, however, doesn’t require frequent reconnections due to security policies. Hence, Twitter access tokens do not have a specific lifespan or expiry date.
When disconnection occurs, you will be notified via an in-platform banner which will be visible upon launching the Social Marketing app. You will then be required to reconnect your social account(s) to continue posting to your various social pages.
Troubleshooting Facebook and Instagram Connection Errors
When connecting an Instagram or Facebook account, you or your clients may encounter the occasional issue. While Facebook & Instagram’s APIs are notoriously finicky, there are a few steps you can take to troubleshoot these issues…Read More
Why did my social post fail?
A post may fail if a user’s connection to a social network has expired. This is sometimes referred to as a “broken token” error.
When the connection between a social network and Social Marketing expires, a user with the login credentials for the affected social network must reconnect their account in Social Marketing.
There are two ways to repair an expired connection:
- Go to Social Marketing > Settings > Connect Accounts, click ⋮ (Options) on the affected account, and click Reconnect.
- If a user has been removed or had their permissions changed, remove the affected user or page and reconnect the page under a different admin.
How long can my posts be?
While not all social networks are designed with strict character limits like Twitter, it’s important for posts to be of a readable length. When posting to multiple networks, the Social Marketing Composer will limit your post according to the network with the lowest limit. The character count of your post is tracked above the Content box in the Composer.
- Facebook: 63,206
- Twitter: 280
- LinkedIn: 700
- Instagram: 2,200
- Google Business Profile: 1,500
Your Instagram account requires your attention.
Log in to Instagram and follow the instructions.
We’ve seen an increase in this Instagram error due to changes in Meta (Facebook and Instagram’s) API.
Instagram has updated their profile requirements so that certain fields are now deemed as required. When logging in to Instagram, you should see that a birthday is required through a pop up window. If not, please go to the profile settings and enter in a birthday, OR any other missing profile information such as a phone number, then retry the posts. This has resolved several issues.
If you are still experiencing issues, please log in to Instagram > Settings > then on the left hand side at the very bottom, you should see “Meta Accounts Center”:
Can I switch between connected Google Business Profile Pages?
Due to limitations with Google Business Profile (GBP) only allowing only one page connection at a time, you cannot switch between two different GBP pages by following the “Edit Connections” workflow within Social Marketing. Attempting to do so will display the error “You can only have one GMB location connected per account.”
Within Social Marketing -> Settings -> Connect Accounts, click the “Remove” button on the GBP you’d like to disconnect. Once the GBP page is disconnected, you may come back to this page and connect the new Google Business Profile page you would like to use.
How many accounts can I connect in Social Marketing?
Social Marketing users can manage multiple accounts for most social networks, with the exception of Instagram and Google Business Profile. Below is the maximum number of accounts that can be connected using a single Social Marketing account.
Note: The connected accounts has to be the professional/business pages.
- Facebook: 5
- Twitter: 4
- LinkedIn: 4
- Instagram: 1
- Google Business Profile: 1
Why doesn’t my video show in the post preview box of Social Marketing?
Sometimes, videos that match all the file requirements to post fail to populate in the preview box. Typically this is due to the formatting decisions of the content provider and can easily be fixed by reformatting the video.
Why did my Google Business Profile (GBP) post get rejected?
Oftentimes, posts are rejected due to the content of the post, the photo/image being used, or if the business is in a “sensitive” topics area. Sometimes words within the post will trigger a post rejection. The word may seem benign, but it may be on Google’s “offensive” word list (rejected posts are controlled on Google’s end and not Social Marketing). If your post gets rejected, try re-wording to a more generic body copy, and don’t include any sensitive words or images. Also, it used to be acceptable to include your phone number or a website URL in the body of a post. Google is now rejecting many posts with phone numbers or URLs. So if your post is rejected, try taking those elements out”. Google Posts are also not permitted for multi-location chain businesses.
Learn more here: https://www.searchenginejournal.com/google-my-business-common-problems/381328/#close
Does Social Marketing show LinkedIn posts made outside the app?
If you connect LinkedIn to Social Marketing but happen to post directly on your LinkedIn account, our system will not pull nor provide post-performance metrics for those posts made outside the Social Marketing app. For any posts made directly on LinkedIn or through any other third-party app, Social Marketing will not pull the posts into the app nor provide the post-performance data. Only the posts created through Social Marketing will show up on the platform.
Do I need to link my Instagram account to a Facebook page?
To connect an Instagram account in Social Marketing, you must first connect the account to a Facebook page.
Users can connect an Instagram account to a Facebook page either through Facebook’s Page interface or through Facebook’s Business Manager interface.