Troubleshooting Connections

Fix Common Connection Issues

Social media connections can occasionally run into problems. Here are the most common issues and how to resolve them.

Token Expired

Symptoms: Posts fail to publish with an authentication or authorization error.

Solution: Go to Settings > Platform Connections and click Connect next to the affected platform. Going through the OAuth flow again generates a fresh access token. This is the most common fix for publishing failures.

Insufficient Permissions

Symptoms: Connection succeeds but publishing fails, or certain features (like reading comments) don’t work.

Solution: Disconnect the platform, then reconnect it. During the OAuth authorization step, make sure you grant all requested permissions without deselecting any. Some platforms show a checklist of permissions — ensure every item is checked.

Facebook Page Not Showing in Page Picker

Symptoms: After authorizing Facebook, the Page Picker modal doesn’t show the Page you want to manage.

Solution:

Verify you’re an admin of the Page (not just an editor or moderator).
Make sure the Page is published and not in draft/unpublished state.
During the Facebook OAuth flow, check that you haven’t excluded the Page from the permissions screen.
If you recently became an admin, try logging out of Facebook and back in before reconnecting.

Instagram Account Not Found

Symptoms: You connected Facebook successfully but Instagram publishing doesn’t work.

Solution:

Your Instagram account must be a Business or Creator account, not a personal account. Switch this in the Instagram app: Settings > Account > Switch to Professional Account.
Your Instagram account must be linked to the Facebook Page you selected. Set this up in your Facebook Page settings under the Instagram section.
After making changes, disconnect and reconnect in SoSocial.

Connection Works but Posts Still Fail

Symptoms: The connection shows as active in Settings, but individual posts fail.

Solution:

Check the error message on the failed post in the Posts page for specific details.
Ensure your media meets the platform’s format requirements (file type, size, dimensions).
Verify the platform hasn’t suspended or restricted your account.
For X/Twitter, you may have hit API rate limits — SoSocial retries automatically, so wait a few minutes.

General Reset Steps

When in doubt, follow these steps in order:

Disconnect the platform in Settings.
Clear your browser cookies for the social platform’s website.
Log in to the social platform directly and verify your account is in good standing.
Reconnect in SoSocial, granting all permissions.