Troubleshooting Publishing & Analytics

Integrating with multiple social media platforms is an amazing perk that will make your work easier, but it definitely requires some management upon set up and every once in a while. We've gathered common connection issues you may encounter, to help you swiftly address them and continue your communications work. 

When is reconnecting accounts required?

Pulling and pushing out data to your social media accounts requires linking your accounts to Zencity. Doing so for the first time might require a few extra steps to make sure your accounts meet the necessary criteria, so make sure to check out our guide to linking accounts. 

Once you've linked your account, some networks require to periodically refresh your connections. Facebook and Instagram, for example, require relinking your accounts every 60 days.

Why am I seeing a notification even though I just refreshed my connection?

Zencity allows for multiple tools that require different connections. You may have connected your accounts for publishing, but are still missing permissions for analytics. 

The Profiles tab makes it easy to see which tools are available for you, based on the permissions you've granted when connecting your accounts.

To update your permissions, simply click on the Connect link in the relevant coulmn. 

Why are my posts failing?

When a scheduled post fails, you'll receive an email notifying you why the post failed.

In some cases, the post failed due to an account being disconnected. The email will provide you with a link to quickly reconnect your account.

Other cases are usually a result of a network error when communicating with the native network.

At times, the native network will identify a security risk- such as a change of password, or change in admin settings- and prevent scheduling through a 3rd part. In these cases, the failure email will indicate that your account is restricted, and you'll be advised to log into the native platform to address the issue. 

Why can't I choose an account when creating a new post?

In order to post to one of the accounts linked to your dashboard, you need to have the relevant role. If you don't have a composer or admin role, the account will appear in gray and you won't be able to choose it.
To update your role, reach out to your organization's admin.