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Frequently asked questions to help you resolve your issues and improve your overall publishing experience.


  • AccountsAccounts

    What are social accounts?

    1. A user account or social account is a single user profile on any of the connected platforms. E.g. is a user on Facebook, Instagram and Twitter = these are 3 social accounts.
    2. These are examples of the social platforms: Facebook Instagram, YouTube, etc
    3. Now each login or each username and password or each profile is counted as a social account.
    4. So, if I have a client with 3 different Twitter accounts - this will count as 3 social accounts.
    5. The larger plans are for Agencies who work with clients, the 500 social accounts for instance will help them manage about 100 clients, each client with about 5 Social accounts.
    6. A social account stands for one social account profile, e.g. one Facebook account (which might have 100s of pages and groups) The billing only applies to the Social accounts. This is billed at 2$ per social account for all the plans.
    7. The plans also have a minimum subscription of 5 social accounts for Pro, 15 for Premium etc.
    8. The social accounts are face value - it does not mean 5 per workspace, it means you pay for 5 and you get 5. You can also subscribe to Extra social accounts at any time.


  • WorkspacesWorkspaces

    What are workspaces?

    1. A Workspace is a dedicated page for your brand, product, or clients. You can invite your team members and they work together to manage the content strategy and publishing.
    2. Team members in different Workspaces do not have access to view or interact with each other. Each Workspace is secure and private.
    3. All the features are built on the Workspaces.
    4. A Free Plan user on a premium Workspace (invited) will access premium features of the Workspace.
    5. A Premium user on a Free Workspace (invited) will access only the free features of the Workspace.
    6. A Premium Plan user creates Premium Workspaces.
    7. A Free Plan user creates a Free Plan Workspace.
    8. Our premium plans have unlimited Workspace - this means unlimited brands, clients or teams can have their dedicated private rooms for publishing and engagement.

    Disconnect Revoke Reconnect

    I want to share my workspaces with my clients, would each workspace have its own scheduler and privacy?

    1. a. You can allocate a separate Workspace per user or client.
    2. b. Each Workspace is fully independent and can run the scheduling of posts, AI, and other activities without interference from other Workspaces.
    3. c. The users or clients on different Workspaces cannot view the content or activities on other Workspaces.


  • PricingPricing

    Is Postly expensive?

    No, Postly is not expensive. In fact, it's recognized as one of the most cost-effective and comprehensive social media campaign management platforms available.
    It offers a wide range of features at a competitive price, making it an excellent value for those seeking efficient and effective social media management solutions.

    What happens after the free 14-day trial period?

    a. You have free 14-day trial offer on all Scheduler plans.
    b. After the trial, without a subscription, you'll drop to the Free plan, and your scheduled posts won't publish.

    How do I access the billing page?

    1. Log in to the Postly Dashboard.
    2. Go to Manage Account page.
    3. Select the relevant billing page.

    How do I add extra social accounts after upgrading to Scheduler premium account?

    1. After you subscribe to a Scheduler plan (Scheduler Pro, Premium or Agency), you will see a button that allows you to Add Social Accounts.
    2. Click on the Add Social Accounts button and follow the prompts to purchase more accounts. You can add as many social accounts as you want; and whenever you want.

    How many pages, groups, or channels can I add to each social account?

    1. Each social account can have unlimited pages and channels. E.g. One Facebook account can have 100s pages and groups.

    Can I buy a subscription on behalf of another user's account (if I have Owner role access)?

    No, it is not possible to purchase a subscription for another user. The features accessible through the My Account page are exclusively for the user who is currently logged in. This applies even if you are operating within another user's Workspace.

    Can I subscribe to Unlimited AI while I am on the Free plan?

    Yes. The Unlimited AI plan is an add-on plan, any user on any plan (including the Free plan) can subscribe to it at any time.

Platform connection

  • Platform connectionPlatform connection

    Why do my platforms disconnect once in a while?

    1. Platform disconnection happens for any of the following reasons:
    2. a. Most platforms are connected via API tokens which expire once in 60 days.
    3. b. Signing out of your social accounts will disconnect them on Postly.
    4. c. Changing your social account passwords will disconnect them on Postly.
    5. d. Getting suspensions on your social accounts will disconnect them on Postly.
    6. e. Exceeding the Daily Post Limit. will cause them to disconnect.
    7. f. Note that your Instagram account is connected via your Facebook account, to reconnect any of them, always disconnect both and reconnect Facebook first, then Instagram last.
    8. Disconnect Revoke Reconnect

    Why do I find it difficult to connect multiple accounts on Facebook, Twitter, and Instagram?

    1. 1. Some platforms do not allow multiple accounts on the same browser session.
    2. 2. You would have to first sign in to all your Facebook accounts on a different browser tab and then switch to each to connect it to Postly.
    3. 3. Alternatively, you can sign in/sign out to one account at a time, while connecting each to Postly.

    I am having issue connecting my twitter account.

    1. a. You can watch the demo video on our guide page to help you: Twitter guide page.
    2. b. Review your account setup and share screenshots or video recordings of pages 1 -3 from your Twitter developer account.
    3. c. This will help the team to understand better and be able to help.
    4. d. Page 1: Showing your project and app.
    5. e. Page 2: showing the Call-back URL.
    6. f. Page 3: showing that you generated your API key and API Secret key from Consumer keys.
    7. f. Ensure you copied the keys directly from Twitter to Postly using the copy icon.
    8. f. Ensure to regenerate the consumer keys, if you made any changes, and then try to connect again on Postly dashboard.

    I have over 200 Google Business Profile locations that I manage for my clients, how do I connect them to the Workspace in order to publish unique posts to them, Bulk post inclusive?

    1. It is important to avoid mixing different companies, clients, or brands within the same workspace as it can complicate management. Ideally, allocate a separate workspace for each entity.

    2. Here are your alternative options:
    3. In the context of Google Business Profile, having all your clients use the same email address for additions means their Locations will all appear under a single workspace, which can be problematic. Here are your alternatives:
    4. a. You can establish up to 200 workspaces, linking the same account profile to each, but ensure you associate only one specific client's Locations with each workspace and leave the others unlinked.
    5. b. Consider having a distinct email address for each client, such as [email protected]. This approach enables you to link each email with a different workspace, facilitating smoother management.

    Why do I get the "Facebook or Instagram is down" error while trying to connect?

    1. a. This happens when the Facebook SDK server is down in your region. You should wait and try again later.
    2. b. Signing out of your social accounts will disconnect them on Postly.
    3. c. You can check the status of the SDK server here: Facebook server status.
    4. d. Make sure to reload the page or use a different browser before trying to connect again.

    My Instagram profile shows that the connection has expired. How do I reconnect?

    1. a. Instagram is connected via Facebook, Disconnect & revoke both Instagram and Facebook connections.
    2. b. Start the reconnection from Facebook.
    3. c. Ensure to accept all permissions while connecting.

    Why do I get this JSSDK Unknown Host error while trying to connect my Facebook account?

    1. a. If you get this error, it means that somehow, you have landed on our test server.
    2. b. You should sign out, then sign back in starting from the Website.
    3. c. The error screenshot is shown below.
    4. JSSDK Unknown Host Error


  • PublishingPublishing

    Why are the buttons (Schedule, Publish) buffering endlessly?

    1. This is typically an issue with Browser cache. Please delete the Browser cache to regain control.

    What is the "Daily Post Limit" about?

    1. a. This is general advice on the daily post limit for different social media platforms.
    2. b. You should not exceed the limits to avoid issues with your social media accounts.
    3. c. Learn more about the Daily Post Limit.

    What is the Duplicate Content policy all about?

    1. Duplicate content is also no longer allowed on the same platform under 24 hours because that's where we could be flagged for allowing users to push spam-like content via our app.

    Why does the Schedule/Publish button keep buffering and not allowing me to post?

    1. This is a local Browser data corruption issue. Please delete your Browser Cache and this will be fixed.

    What causes my posts to fail to publish?

    1. Content Format:
    2. We have put checks on images and videos to manage the content format issues. However, please always use the right content format to avoid issues. Check the content guide here: Content Format

    3. Connection and Permissions:
    4. If your platform connection expires, your posts will not be published. If you connect your platform without accepting ALL permissions, your posts will not publish. If you edit any permission, your posts will not be published.

    5. Error Notifications and Auto-Fixers:
    6. Bell Icon: For all content issues, check the bell icon notification at the top right corner of the dashboard to view the error message and make necessary corrections.
    7. Target Failed: The issues are also reported as “Target Failed” in red highlighted text at the top right corner of the published post. Click on it to view the error message and make adjustments.
    8. Image Auto-Fixer: The system has an Image auto-fixer that detects faulty images and automatically fixes the sizes per platform with the click of a button.
    9. Video Checker: The system has a Video Checker that checks that all uploaded videos meet the requirements of the different platforms. Follow the instructions to ensure you have the right video content for the platforms.
    10. Missing Caption/Text: The system has a Missing Caption/Text content feature that ensures all posts are published with the right text caption. You should use the Preview to ensure all platforms have the right caption or text description.

    Why are my scheduled posts showing published without displaying on the social media platforms?

    1. Platform connections are expired:
    2. If scheduled posts are showing published without the post getting to the social media platforms, please check and ensure that your platforms are connected properly.

    3. Connection and Permissions:
    4. This is an indication that you did not accept all - or that you edited the connection permissions while connect. Please disconnect/revoke and reconnect the platforms and ensure to accept all permissions.

    Why are my TikTok posts not displaying captions and hashtags? They show only the Titles

    1. This is a limitation of the TikTok API.

    2. The API displays only the Title content and ignores the caption. You can add as much relevant information in the title as possible.

    If I reconnect my accounts, are already scheduled posts affected?

    1. No, this does not affect the scheduled posts. They will keep publishing.

    Why do I get the message while publishing to Twitter: Sorry we could not publish your tweet, it seems you have not connected your Twitter or are using a wrong key?

    1. a. Please watch the demo video on this guide page carefully and follow the instructions.

    2. b. Please review your account setup and share the following screenshots or video recording with the customer service agents.
    3. Page 1: Showing your project and app
    4. Page 2: showing the Call-back URL.
    5. Page 3: showing that you generated your API key and API Secret key from Consumer keys.

    6. c. Ensure you copied the keys directly from Twitter to Postly using the copy icon.
    7. d. Ensure to regenerate the consumer keys, if you made any changes, and then try to connect again on Postly dashboard.
    8. e. Engage support via the dashboard app or via [email protected] for further assistance. Ensure to provide video recordings or screenshots of your connection screens and error messages.
    9. Learn more about Twitter connection: Twitter Connection Guide.

    How do I publish the same image/video content to multiple platforms?

    1. a. You can publish the same image/video for all platforms because the platforms have a similar content-format range.
    2. b. However, Instagram and TikTok are very sensitive and you have to meet their specific video-format requirements. Learn more from the Content Format page.
    3. c. Always use the Preview page to ensure that all platforms have the right content format.

    I get this error when I try to publish to different platforms despite having selected the channels: "Kindly select target pages.."

    1. a. This is due to corrupt local Browser data. Delete the Browser Cache or use another Browser.
    2. b. If you are selecting the channels from an Audience Group you created, delete this Group and create new ones.

    Can I upload an image for an Instagram video thumbnail cover?

    1. Instagram only allows users to use a frame from the uploaded video for cover. You will see this option on the Instagram editor window once you upload a video and select the Instagram platform.

    How can I publish my Facebook and Instagram personal profiles?

    1. The API does not allow direct publishing on personal profiles to be published via the web. However, after publishing the post, you can use the Mobile app to Share to other channels including your Facebook and Instagram personal profiles.
    2. Postly Mobile App Sharing Feature: You can also use the Share Post feature on our Mobile app to share the post across other channels.

    3. The Share Post feature is found in the hamburger menu at the top right corner of published posts.
    4. Postly Mobile App Sharing Feature: You can also use the Share Post feature on our Mobile app to share the post across other channels.
    5. Step 1. Publish the post from the web or the Mobile App.
    6. Step 2. Use the Share Post feature on the Mobile App to share the post to all other social media platforms as well as email and other shareable platforms.
    7. Share Post

    Why do my Reddit posts require manual approval?

    1. Follow this guide for each of your communities.

    2. From your SubReddit, go to - "Mod Tools" - "Community settings" - "Posts and Comments Spam filter strength" tab
    3. Set the Spam filter strength from All to Low and it should solve it
    4. For more information, learn more about: How should I disable the option of post approval as a moderator

    Why does Reddit remove post description messages?

    1. Reddit will publish a post description message if ONLY a text post was made. However, if you make a text + image or video post, Reddit will remove the text and publish the image or video.

    Why do my Reddit posts require manual approval?

    1. Follow this guide for each of your communities.

    2. From your SubReddit, go to - "Mod Tools" - "Community settings" - "Posts and Comments Spam filter strength" tab
    3. Set the Spam filter strength from All to Low and it should solve it
    4. For more information, learn more about: How should I disable the option of post approval as a moderator

    Can I publish a normal Recurring post on Twitter?

    1. No. It will publish the first time but will not publish the subsequent posts. The reason is that Twitter does not allow duplicate posts.

    2. So, do not set up a Recurring Post for your Twitter platform.

    How many Hashtags are allowed per post?

    1. You can use up to 30 on a post. If you include more in a single photo/video, your comment won't be posted.
    2. Learn more: Instagram Hashtag guide

Bulk posting

  • Bulk postingBulk posting

    I have an issue managing images and videos for my Bulk post, what can I do?

    1. a. Our recommended server for Bulk post is the Postly Cloud.
    2. b. It is very easy to use: upload you images, select them and export the links to a CSV file which you can then update for you Bulk posting.
    3. Postly Cloud
    4. Learn more: How to manage your Bulk Posting

Postly cloud

  • Postly cloudPostly cloud

    Does Postly Cloud support Bulk posting?

    1. Yes, Postly Cloud is specifically designed to assist users in storing images and videos conveniently. Additionally, it facilitates the effortless export of links for use in bulk posting CSV files, streamlining the process of managing and distributing media content.

    Are my Draft posts stored in Postly Cloud?

    1. Yes, the Images and Videos are stored in Postly Cloud.

    What happens to my Draft posts when I exhaust my Postly Cloud's storage limit?

    1. a. You will no longer be able to save draft posts that include images and videos. This limitation is due to the exhausted storage capacity of your Postly Cloud.
    2. b. You will still be able to create and save new draft posts, but these will be restricted to text content only. This means you can continue drafting your posts, but without the multimedia elements.
    3. c. You will be notified about reaching your storage limit. This notification is to inform you of the current status and the restrictions that apply to your account as a result.
    4. d. To continue saving drafts with images and videos, you have the option to upgrade your Postly Cloud storage. Upgrading will expand your storage capacity, allowing you to save more multimedia content in your drafts..

Approval Workflow

  • Approval WorkflowApproval Workflow

    Can I approve a post that I drafted, if I am an Owner or Admin?

    1. No, you cannot approve your post. You need to make another team member do the approval.

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