Help centre · Guide 20
Alerts, reports and troubleshooting
Alerts
- An email alert is sent to your account address when a post fails, gets stuck or is more than 3 hours late, when a platform login is about to expire, or when a platform is switched on but not connected.
- Each problem is reported once. The Home page lists recent alerts.
- To check by hand: Home > Check now.
Weekly report
- Every Monday at 08:30, a report appears in Reports: followers and the change since last week, what went out on each platform, blog articles published, and the best posts with likes, comments, shares and views.
- Stats come from Facebook, Instagram, YouTube, Threads, Bluesky and LinkedIn company pages (followers, impressions, reactions, comments and reposts). LinkedIn personal profiles, X (reading costs credit) and TikTok are listed for checking by hand in each platform's own analytics.
- To make one now: Reports > Make a report now.
- If the report says "To get more stats", follow its advice (usually logging in again with every box ticked).
Fixing a failed post
- Open Scheduled posts > History and click the post. The reason is under the platform's name.
- Fix the cause (see the table below).
- Press Try again. It goes out at the next run (within 30 minutes), or use Home > Publish anything due now.
Common problems
| What you see | What to do |
|---|---|
| "LinkedIn token expired" | Connections > LinkedIn > Log in. Logins last 60 days. |
| Facebook or Instagram fail after a password change | Connections > Facebook Pages and Instagram > Log in with Facebook again, choosing every Page. |
| Instagram "needs an image" | Add an image to the post. Instagram does not accept text-only posts. |
| X "allowance used" | Your plan's X posting for this month is used: X posts wait until next month. For more, add Extra X posting at sociorelay.com > Plan and billing > Add-ons. |
| X "credits depleted" or "budget reached" (your own X developer app only) | Add credit at console.x.com > Billing, or raise your cap in Business and platforms > Extras. |
| TikTok "too many pending shares" | Post or delete the drafts waiting in the TikTok inbox. |
| TikTok or YouTube "sound missing" | Choose the video music in Business and platforms > Extras (guide 04, "Choose the music"). |
| Pinterest waiting "Trial access" | Only if you use your own Pinterest developer app: it needs Pinterest's Standard access to publish (guide 05, own app). With SocioRelay's app, check the post has an image and Pinterest is connected. |
| A login says the app isn't active, or you're not a tester | The platform is still reviewing SocioRelay's app. Facebook and Instagram: email info@sociorelay.com and we'll switch on early access for your account. Others: coming soon, we'll email you when they open. |
| Google "insufficient authentication scopes" | Log in again and tick every box on the Google screen. |
| A login window says the address is in use | Close other login windows (they share one address), then try again. |
| Blog "HTTP 401/403" | Check the blog login details; a security plugin or firewall may be blocking (guide 11 to 16). |
| The app page says "Reload the page" | Reload the page. The app was updated or restarted. |
| A post wasn't scheduled: "Not scheduled: see the notes under the text" | Fix what the notes say (for example fill in a [PRICE] placeholder or remove a dash). Tips about long sentences don't stop a post. |
| Nothing posts at all | Check Home for alerts and that your plan is active (Licence and plan). Then email us: we can see whether your app's timetable is running. |
Security
- Keys, passwords and logins are encrypted with your business's own key (guide 28).
- Using your own developer apps? If a key leaks, create a new one on the platform's developer site and paste it into the app.
- The app never shows saved secrets, and needs your password and a 6-digit code to sign in.
These guides are also in the app: Step-by-step guides. Stuck? Email info@sociorelay.com.