Frequently Asked Questions
We are documenting the most frequently asked questions to guide and support you. Please check browse the questions below to get help. You can also ask your questions and we would respond and include on the list.
Pricing Questions
I need more than 5 social accounts, how do I get the extras?
You can add more after you upgrade. You will be able to view and access the extra social accounts button after you have upgraded to a premium plan.
How do I upgrade to premium plan?
- Go to My Account, then click on Billing
- Select subscription tenure – monthly or yearly (there is a 20% discount on yearly plans)
- Click to subscript to the plan of your choice.
- Each plan has 5 social accounts.
- Need more than 5 social accounts? You can add more after you upgrade!
How do I add extra social accounts?
- You can only add more social accounts after you have upgraded to a plan.
- 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 in each social account?
Each social account can have unlimited pages and channels. E.g. One Facebook account can have 100 pages and 100 groups.
Can I subscribe to Unlimited AI?
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.
Pricing Plans
Postly has the most affordable pricing plans for the social media scheduler and the AI content generator tools.
You will also get a 20% discount when you pay yearly.
Platform Connection Questions
Why do my platforms disconnect once in a while?
Platform disconnection happens for any of the following reasons:
- Most platforms are connected via API tokens which expire once in 60 days.
- Signing out of your social accounts will disconnect them on Postly
- Changing your social account passwords will disconnect them on Postly
- Getting suspensions on your social accounts will disconnect them on Postly
- Exceeding the daily post limit will cause them to disconnect.
- Your Instagram account is connected via your Facebook account, to reconnect any of them, always disconnect both and reconnect Facebook first, then Instagram last.
Why do I find it difficult connecting multiple accounts of Facebook, Twitter and Instagram?
Some platforms do not allow multiple accounts on the same browser session.
- You would have to first of all sign in to all your Facebook accounts on a different browser tab and then switch to each in order to connect it to Postly.
- Alternatively, you can sign in/sign out to one account at a time, while connecting each to Postly.
- See guide information for all the platforms:
- www.postly.ai/facebook
- www.postly.ai/instagram
- www.postly.ai/twitter
Watch demo videos: www.postly.ai/demo-videos
Why do I get the error "JSSDK Unknown Host Domain" while trying to connect my Facebook account?
That JSSDK indicates that you are using the wrong URL.
I am not sure how you got there but that is a test server and Facebook does not work on the test server.
Kindly do the following.
– log out
– sign in through the website www.postly.ai
Also, please note the following:
– DO NOT edit the browser URL while using the platform.
– DO NOT edit permissions while connecting your Facebook account, just click Continue
Do you have a help page for account connections?
Yes, please see links below:
- Facebook: www.postly.ai/facebook
- Instagram: www.postly.ai/instagram
- Twitter: www.postly.ai/twitter
- YouTube: www.postly.ai/youtube
- Pinterest: www.postly.ai/pinterest
- Reddit: www.postly.ai/reddit
- Telegram: www.postly.ai/telegram
- TikTok: www.postly.ai/tiktok
- LinkedIn: www.postly.ai/linkedin
- WordPress: www.postly.ai/wordpress
- Google My Business: www.postly.ai/google-my-business
Connection Guide
- Most platforms are connected via API tokens which expire once in 60 days.
- Signing out of your social accounts will disconnect them on Postly
- Changing your social account passwords will disconnect them on Postly
- Getting suspensions on your social accounts will disconnect them on Postly
- Exceeding the daily post limit will cause them to disconnect.
- Your Instagram account is connected via your Facebook account, to reconnect any of them, always disconnect both and reconnect Facebook first, then Instagram last.
Platform Publishing Questions
How do I publish Instagram Stories and Reels?
- Video must be MP4 or MOV
- Instagram Stories and Reels video must be 1080 x 1920 px
- The maximum length of the Instagram Reels video is 90 seconds.
- The maximum length of the Instagram Stories video is 60 seconds
- Note that Instagram Reels and Stories cannot be published at the same time.
- See the screenshot below for an illustration
publishing instagram reels and stories screenshot
How do I publish YouTube Shorts?
YouTube Shorts are managed by the YouTube platform automatically. Once you publish a video that is below 2MB and less than 60 seconds in length, YouTube auto-converts it to Shorts.
- The Video file must be:
- Not more than 60 seconds.
- Not more than 2MB
- With a square or vertical aspect ratio.
Why do I have to approve posts on TikTok Mobile app and why is the description stripped off?
Unfortunately, the TikTok API has a lot of limitations at the moment. We are hoping they will remove those limitations soon.
1. They do not allow publishing direct, the user has to approve the post via their app.
2. They strip off the caption and add a #Postly text on the video.
Why do my Shortened Links not display Link Preview?
Link Preview does not display on Shortened Links because such links are routed via the Link Shortener server. This additional layer interferes with the Link Preview, making it impossible to render and display.
Can I post the same image to all my platforms?
Different platforms have a range of specifications for videos and images, typically, Instagram is one of the most sensitive platforms and you have to upload the right spec video and image for Instagram. The others are much more flexible, hence you can use one image or video on all the platforms as long as it meets Instagram specs.
We have an Image Transformer that helps detect and fix faulty images – usually by adjusting the sizes.
How can i publish Facebook Stories and Reels?
These features cannot be published directly from the web. They require mobile notification using the Postly mobile app.
How do I publish to Facebook personal profile, Instagram creator and personal accounts?
These features cannot be published on the web. They require mobile notification service using the Postly mobile app.
Why do my Instagram videos publish both as Reels and normal Posts?
Instagram video posts under fifteen minutes will be shared as Reels as well. Learn more
Why do my Reddit posts require manual approval?
How can I publish Twitter Threads?
Draft your post and Postly will manage the Twitter Threads behind the scene.
Ensure to use the Preview to check and edit the Threads as you want.
Can I publish YouTube video links on Pinterest?
No, for Pinterest the video URL cannot be hosted on YouTube at the moment
How do I publish TikTok posts?
After scheduling your posts on Postly, check mobile notifications on your TikTok mobile app to approve and publish the post.
Can I tag people and brands?
Yes, you can tag people, pages, and brands. Below is a guide on how to do this:
- The feature is currently available on Instagram and Twitter platforms only.
- You can tag them on the Preview pages. Look out for the @ icon and click on it to tag.
- You can tag @usernames of the people and pages.
Can I publish normal Recurring post on Twitter?
No. It will publish the first time but will not publish the subsequent posts. The reason is that Twitter does not allow duplicate posts.
So, do not set up a Recurring Post for your Twitter platform.
Why is my Instagram 1st comment not publishing?
There are 2 causes of this issue:
- The word count limit is exceeded.
- You add hashtags to the text. Do not add hashtags # to Instagram’s 1st comment.
The word count limit is 50 words.
If you enter more than 50 words in the comment box, there is a very high chance the comment will not be published.
How many Hashtags are allowed per post?
You can use up to 30 tags on a post. If you include more than 30 tags on a single photo/video, your comment won’t post.
Can I approve a post I drafted, if I am an Owner or Admin?
No, you cannot approve your own post. You need to make another team member do the approval.
Publishing Guide
Write once, and publish on all the best social platforms.
- Auto-generated Twitter Threads
- IG Image Carousels, Stories, and Reels
- Twitter and LinkedIn Polls
- Link Preview
- Preview page for editing content before publishing.
Bulk Upload Questions
Why do my platforms disconnect once in a while?
Platform disconnection happens for any of the following reasons:
- Most platforms are connected via API tokens which expire once in 60 days.
- Signing out of your social accounts will disconnect them on Postly
- Changing your social account passwords will disconnect them on Postly
- Getting suspensions on your social accounts will disconnect them on Postly
- Exceeding the daily post limit will cause them to disconnect.
- Your Instagram account is connected via your Facebook account, to reconnect any of them, always disconnect both and reconnect Facebook first, then Instagram last.
Why do I find it difficult connecting multiple accounts of Facebook, Twitter and Instagram?
Some platforms do not allow multiple accounts on the same browser session.
- You would have to first of all sign in to all your Facebook accounts on a different browser tab and then switch to each in order to connect it to Postly.
- Alternatively, you can sign in/sign out to one account at a time, while connecting each to Postly.
- See guide information for all the platforms:
- www.postly.ai/facebook
- www.postly.ai/instagram
- www.postly.ai/twitter
Watch demo videos: www.postly.ai/demo-videos
Why do I get the error "JSSDK Unknown Host Domain" while trying to connect my Facebook account?
That JSSDK indicates that you are using the wrong URL.
I am not sure how you got there but that is a test server and Facebook does not work on the test server.
Kindly do the following.
– log out
– sign in through the website www.postly.ai
Also, please note the following:
– DO NOT edit the browser URL while using the platform.
– DO NOT edit permissions while connecting your Facebook account, just click Continue
Do you have a help page for account connections?
Yes, please see links below:
- Facebook: www.postly.ai/facebook
- Instagram: www.postly.ai/instagram
- Twitter: www.postly.ai/twitter
- YouTube: www.postly.ai/youtube
- Pinterest: www.postly.ai/pinterest
- Reddit: www.postly.ai/reddit
- Telegram: www.postly.ai/telegram
- TikTok: www.postly.ai/tiktok
- LinkedIn: www.postly.ai/linkedin
- WordPress: www.postly.ai/wordpress
- Google My Business: www.postly.ai/google-my-business
Connection Guide
- Most platforms are connected via API tokens which expire once in 60 days.
- Signing out of your social accounts will disconnect them on Postly
- Changing your social account passwords will disconnect them on Postly
- Getting suspensions on your social accounts will disconnect them on Postly
- Exceeding the daily post limit will cause them to disconnect.
- Your Instagram account is connected via your Facebook account, to reconnect any of them, always disconnect both and reconnect Facebook first, then Instagram last.