Reconnecting Accounts

Social Media accounts can become disconnected in the archive. Our Why Did My Account Disconnect? help article provides additional information explaining disconnects. 

Account Owners are responsible for clicking through reconnect links from the email notifications or in-app notices and following prompts to reconnect accounts. 

Account Disconnect Email Notifications

Social Media Archive (Formerly ArchiveSocial) will send out a series of automated emails prompting the Account Owner to reconnect. The first email in this series is triggered by the disconnect and sent as soon as possible. It is titled ArchiveSocial: Immediate action required - Please reconnect your account(s). The Primary Administrator and any Full Access System Administrator subscribed to receive immediate notification of errors are cc'd on this email. 

The first reminder email is sent out two days later, then every five days after that, 4 more times. The last email of the series notifies the Admins described above again that the account remains disconnected. The series then repeats.  

• Below is an example of the initial disconnect email is below. 
  
  

In-App Notifications

System Admins will have an additional notification on the Dashboard of their archive. Example below. 

Clicking the reconnect link sends them the Account Owners list of accounts. They will have the option to reconnect the account on behalf of the Account Owner if they have the login credentials. Administrators can also copy the personalized link and send it to the Account Owner, which allows them to reconnect accounts and connect new accounts. 

Send a Personalized Link to Reconnect 

1. Navigate to the Configure tab 
   
2. Click Connect Accounts next to the appropriate Account owner.
   
3. Select the method with which you want to send the personalized link. Either Send link via email or Copy link to clipboard. 
   
   

External Account Owner Connect Accounts link

This personalized link is found in the archive. Account Owners also receive this link when they are first added to the archive as a user. To find the link follow the same flow as Send a Personalized link to Reconnect. 

Things to Consider Before Reconnecting

• Is the account still active?
  • Accounts can be discontinued or deactivated on the network by those who manage them.
• Who owns the account?
  • The account owner under whom the accounts sit should be the one reconnecting.
  • For Facebook, Instagram, and LinkedIn accounts, they are using their personal Profile to authorize both connections and reconnections. Otherwise, they have the login credentials for the account.
  • System Admins (Administrators) may need to add an Account Owner if they do not exist in the archive.
• Is the Parent Profile used to connect the account under the same Account Owner?
  • Account Owners must use their personal profile to connect to a Facebook Page Instagram account, or LinkedIn Page.
  • This Parent Profile remains inactive and is not archived. It simply serves as authorization for the connection of the accounts it manages.
  • AParent Profile can only be used to connect accounts under one user. Thus, it may need to be transferred to the correct Account Owner before they can use it to connect or reconnect accounts it manages.
• Do accounts need to be transferred to a different Account Owner? 
  • In cases of employee turnover or changing departments, you may need to transfer accounts to a different Account Owner who has access to the accounts first. Then, the correct person can reconnect and maintain the account connection moving forward. 
  • The Parent Profile that is used to connect the account may also need to be transferred.

Transfer an Account to Another Account Owner

Follow the instructions on Transferring An Account Between Account Owners article. 

Reconnection Flows

After using either the in-app notification or the Action required: Reconnect account email you will encounter the options below.

• You are already logged in to the correct account on your web browser. In this case, the account credentials will be automatically inputted and the account reconnected once you click the revalidation link from the email notification or the reconnect link in the archive. There will be a green notification bar that indicates you successfully reconnected the account that was errored.
• You are not logged in to the account you are attempting to reconnect. In this case, a pop-up window will prompt you to enter your login credentials, similar to the steps in connecting new accounts.
• You receive an error indicating the account you are trying to reconnect and/or the parent Profile you are using to reconnect the account lives under a different Account Owner. In this case, you must transfer the account(s) to the correct Account Owner first.