This article goes over troubleshooting why your account may be disconnected. If you have more questions, contact CivicPlus Support.
All Platforms
Account disconnects are the result of normal security protocols implemented by the social media networks we archive. The changes described below prompt these networks to require reauthorizing the Social Media Archiving application.
Archive users can reconnect accounts through links we send through email (all users) or reconnect in the archive (Admins only)
The password for the Social Media account was changed
Resolution: Follow reconnect links/prompts and enter new login information to reconnect.
Facebook Profile Isn't the Proper Admin Level on the Page
Facebook Profiles must be a Page Admin (classic Page) or have Facebook Access with Full control (new Pages experience). Your Page will disconnect if you lose your Page role or are demoted to a lesser role.
Resolution: Ensure your Page role is Admin/Facebook Access with Full control, then reconnect.
Facebook Shut Down or Reduced Functionality of the Profile
Facebook shuts down Profiles that don't meet its Terms of Service. This includes "dummy" Profiles and gray accounts.
Resolution: Ensure you are using a real personal Profile to manage your Page, then reconnect.
Archive Doesn't Have Proper Permissions
To properly archive your social media, we request the base permissions required for compliance. Editing or reducing permissions during the connection process, or after connecting through your Facebook settings, will cause the connection to fail and disconnect.
Resolution: Reset your Facebook permissions, then reconnect and accept all permissions (do not click the 'choose what you allow' link during connection).
Instagram Configuration Issues
Resolution: Review this Instagram connection article.
X (Formerly Twitter)
Account Is Locked for Security Issues
Resolution: Unlock the account by logging in on the desktop. Reconnect. If reconnection does not work, revoke our Social Media Archiving app and reconnect thereafter.
Accounts Require Yearly Revalidation
LinkedIn requires connections to be revalidated yearly. We will send a revalidation email 10 days before an account connection is set to expire.
Resolution: Revalidating through the Social Media Archiving email link will prevent disconnection in the future. If an account has expired, you will receive emails to reconnect as normal.