Are you getting a message that the link with an account has expired?
Then you should relink this account as soon as possible. This will stop the flow of messages in the Webcare and Media Monitor modules. In the Publish module, you can no longer post messages via that account.
Please note: do not delete the expired account.
- How do I relink an account?
- Why do links with accounts expire?
- Why is it better not to delete an account with an expired link?
- To do: set email notifications to prevent problems
How do I relink an account?
View your linked accounts via Settings > Accounts, click on the profile menu at the top right. Click on the exclamation mark icon.
You can access the specific platform environment via your Engage environment, in the example of Facebook or Instagram you do this via the Continue with Facebook button. For more information, see the article Accounts, which contains more information about linking accounts that have not yet been linked. And you will find the specific conditions per type of platform.
To do: turn on your email notifications from now on so that you can act immediately if an account is unlinked.
Do you receive an error message regarding a unlinked account, but do not see the exclamation mark icon? Then the permissions on the platform are probably not set correctly. Engage then does not receive the correct permissions to post, for example. This often happens with Facebook and Instagram, because you set the correct permissions there via the Meta Business suite.
Why do links with accounts expire?
Many social media platforms choose to disconnect connections with third parties (such as Spotler Engage) every now and then. In many cases this is for security reasons. Neither you nor Spotler Engage can prevent this.
Examples of causes:
- You have changed your password for the social media platform
- You have made too many login attempts from various locations
- The rights and conditions have been changed by you or the social media platform
Each social media platform has different causes, the above causes do not apply to every platform.
Why is it better not to delete an account with an expired link?
When an account is deleted, the associated publications will also disappear from the Publication Calendar in the Publishing module. Unfortunately, it is not possible to restore these deleted publications retroactively. Using the platform synchronization option, publications can be retrieved for a maximum of a limited number of weeks.
Once deleted, publications cannot be retrieved. It is important to understand that publications are only deleted if the associated account is deleted. This process is outside our management capabilities; deleting accounts is reserved for the administrators within your own environment.
To do: set email notifications to prevent problems
When the account is disconnected due to adjustments from the social media platform, you cannot prevent this, it is especially important to keep an eye on it and reconnect it as soon as possible. Set it so that you are immediately notified by email if an account is disconnected.
- Go to Settings > Users
- Edit your own user by clicking on the pencil icon
- Scroll down to the heading Messages & communication. In any case, check the box 'Send me an email if an account (my role has access to) is not connected properly to Spotler Engage', and more checkboxes if desired.
As an Administrator, you can also enable this for other relevant users within this environment.