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🔩 My social account got disconnected

See why your social account disconnect and how to prevent it

Support
Written by SupportLast update 1 year ago

When a social account is disconnected, all scheduled posts will fail to publish. Learn more about the connections of social media accounts to Creasquare and how to fix some issues.

Why do social media accounts get disconnected?

Creasquare uses access tokens to connect to your social accounts. Social networks’ development structures provide these tokens. When an access token expires or becomes invalid, you must reconnect your social account to Creasquare. Doing this generates a new token.

Every social media has different usage policies and privacy security algorithms meant to keep its users’ accounts and data safe. When a social network identifies certain actions on an account, it forces the account's token to expire, which causes the account to disconnect from Creasquare.

At Creasquare, like all external partners of social networks, we are subject to these security measures. They are often stricter for third parties than what you may experience using the social network itself. While disconnections can be frustrating, it is a usual and harmless process, aimed to protect your account.

While some periodic disconnections are expected, you can avoid many others by following the recommended best practices.

Why do tokens expire?

Understanding why a token expires is the best way to understand why accounts automatically disconnect. Following the best practices below will help you prevent most cases of unexpected disconnection.

Tokens expire due to the following:

  1. A manual update to your account settings, like changing a password.

  2. A social network forcing tokens to expire, usually as a security measure.

  3. A token reaching the end of its built-in lifespans.

A. Manual updates to account settings

Creasquare depends on the settings you maintain in each social network. Making changes in a social network can result in your account disconnecting from Creasquare. Here are examples that cause disconnections:

  • You change your username or password associated with a social account. For example, if you sign in to Facebook and change your password, your Facebook account disconnects from Creasquare.

  • You revoke Creasquare’s access to your social account. Each social media has lists with apps that have permission to connect to your social account. If you manually revoke Creasquare access from the social account settings, your account disconnects from Creasquare.

  • If the user who added a social account to Creasquare loses their Admin status or access to a Page or group, the account disconnects from Creasquare. This is a security measure.

B. Social network forcing token to expire

To keep your social account secure, a social network might disconnect the account from Creasquare when it identifies certain behaviors. The following actions will get identified as changes and should be avoided as a best practice:

  • Using alias usernames that are not your real name or don’t appear to be real names

  • Logging in from different IP addresses to the same account. For example, sharing logins between users or devices

  • Publishing content that gets flagged for copyright violations or other inappropriate content

C. Token reaching limited lifespan

Tokens from each social network can have built-in expiration dates, so that they don’t grant access to information forever. Disconnection can be expected based on each social network’s authentication policy:

  • Facebook and Instagram Business: Tokens for these social networks may between 30 to 60 day lifespan.

  • YouTube and TikTok: YouTube and TikTok shouldn't need re-authentication, since these tokens refresh each time we use them to collect data from the network.

Following each platforms’ guidelines

Please comply with each social media network’s community guidelines. Knowing the requirements of each policy will keep you from publishing content that gets flagged as inappropriate or spam, this might cause issues to your account.

Make sure you’re being proactive in keeping your social accounts secure. Many disconnections occur when a social network suspects that your account is compromised.

Please be mindful that if you proactively update your login information, your accounts will disconnect from Creasquare when their passwords are updated. This is standard security practice.

Here are the security recommendations from each social network:

How to reconnect a social media account ?

Even following the best practices cannot fully prevent your accounts from getting disconnected from Creasquare. This is frustrating but it is a usual and harmless process, aimed at protecting your account.

When it happens, all you have to do is reconnect your social media accounts to Creasquare, the same way you connected them to the platform at the beginning:

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