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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Why did my Account Disconnect?

  • Updated:

This article goes over troubleshooting why your account may be disconnected. If you have more questions contact Social Media Archiving Support.

 

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All Platforms

Account disconnects are the result of normal security protocols implemented by the social media networks we archive. The changes described below prompt these networks to require reauthorizing the ArchiveSocial application.

  • Archive users can reconnect accounts through links we send via email (all users), or reconnect in the archive (Admins only).
  • The Password For The Social Media Account Was Changed

 

Resolution: Follow reconnect links/prompts and enter new login information to reconnect.

 

Facebook

Facebook Profile Isn’t The Proper Admin Level On The Page

  • Facebook Profiles must be a Page Admin (classic Page) or have Facebook Access with Full control (new Pages experience). Your Page will disconnect if you lose your Page role or are demoted to a lesser role.

 

Resolution: Ensure your Page role is Admin/Facebook Access with Full control, then reconnect.

 

Facebook Shut Down Or Reduced Functionality Of The Profile

 

Resolution: Ensure you are using a real personal Profile to manage your Page, then reconnect.

Archive Doesn’t Have Proper Permissions

 

  • To properly archive your social media, we request the base permissions required for compliance. Editing or reducing permissions during the connection process, or after connecting through your Facebook settings, will cause the connection to fail and disconnect.

 

Resolution: Reset your Facebook permissions, then reconnect and accept all permissions (do not click the ‘choose what you allow’ link during connection).

 

Instagram

Instagram Configuration Issues.

Resolution: Review this Instagram connection article.

 

Twitter

Account Is Locked For Security Issues.

Resolution: Unlock the account by logging in on the desktop. Reconnect. If reconnection does not work, revoke our ArchiveSocial app and reconnect thereafter.

 

LinkedIn

Accounts Require Yearly Revalidation

  • LinkedIn requires connections to be revalidated yearly. We will send a revalidation email 10 days before an account connection is set to expire.

Resolution: Revalidate through the ArchiveSocial email link will prevent disconnection in the future. If an account has expired, you will receive emails to reconnect as normal.

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