How to resolve your Social Accounts - FAQ

In this article, we will cover:

• Why do you need to resolve your Social Accounts?
• How to resolve 
• Issues with resolving your Social Accounts:
  • Nothing seems to happen when I resolve but the button has disappeared
  • There's an error on our TINT board feed and the account it is attached to can't be resolved as the owner no longer works for the company.  What do I do?
  • I keep getting the error message "Account does not match" when I am adding my social accounts
  • I keep getting the error message "Account already exists" when I am adding my social accounts
  • My feed has an error but I don't have a resolve button on my account

  • My feed has no error and I don't have a resolve button on my account but no content is coming in

Why do you need to resolve your Social Accounts?

When you add your social accounts to TINT, the social networks give us a token so we are able to get the information into TINT on your behalf.  This token validity is dependent on the social network we work with and these tokens can break for a number of reasons.  Some of these are:

• Security: changes on the social account. For example, a password reset 
• Expired: token is no longer valid as the time limit we agreed is up
• Issues: for example, the social media's server not recognizing the token anymore 

All the above should cause the resolve button to appear:

How to resolve

1. Click on the account at the top right
2. Click on Team Settings and should be on Social Accounts section automatically
3. Find the account you need to resolve
4. Click on the resolve button
5. Log into the correct account if not already logged

Issues with resolving your Social Accounts

Nothing seems to happen when I resolve but the button has disappeared

It's possible that you were already logged into the correct account to resolve.  Sometimes it might flash for a second with a white box but if the resolve button has disappeared then the account is resolved.  Check your feeds to see if they pull in new content after 20 minutes.

There's an error on our TINT board feed and the account it is attached to can't be resolved as the owner no longer works for the company.  What do I do?

Add your social accounts to TINT:

1. Click on the account at the top right
2. Click on Team Settings and should be on Social Accounts section automatically
3. Click green "+ Add" button
4. Choose Social account
5. Click Connect at the bottom
6. Log in as the administrator of the account (Instagram accounts must have a linked Facebook Page)

For Facebook, Instagram and LinkedIn: if you want to take over the feeds from the person that has left the company, then you will need to be admin on the pages that those feeds connect to.  You are able to transfer these feeds if you aren't admin but these feeds will show an error and not pull any content.

To transfer those feeds to yourself now:

1. Click on the account at the top right
2. Click on Team Settings
3. Click on Social Accounts
4. Find the Name/Account of the person that owns the social feeds currently in the list or use the search bar at the top. 
5. Click on the ... 
6. Click on Transfer Social Feed
7. Select the social feeds that you want to transfer.  You can select some or all of them.  The social feeds are grouped by TINT boards.
8. Click Transfer 
9. In the search bar, search for the person that you want the links to be transferred to. If you can’t find them, it means that the social networks haven’t been set up on the new owners' side.  Get them to log into TINT and add their social networks to continue.
10. Click Transfer

I keep getting the error message "Account does not match" when I am adding my social accounts

The social account has a user ID which is logged when you add it to TINT.  If you try to resolve this with anything other than the original account, you will get this error message.  Try adding the account instead and transferring the feed from the old account to the one you have just added.  Follow the instructions in the section: There's an error on our TINT board feed and the account it is attached to can't be resolved as the owner no longer works for the company.  What do I do?

I keep getting the error message "Account already exists" when I am adding my social accounts

Two reasons why this might happen:

• You do not realize that the social account already exists on TINT.  Search for this account in the search bar 
• The account you are trying to add already exists but due to your permissions, you are unable to see it.  Ask the person that set you up to change your permission under Social Accounts in Roles so you can see the account.

My feed has an error but I don't have a resolve button on my account

A feed can break without the account token being broken.  We will try x amount of times to pull content from a feed before the system puts the error message on it.

Some reasons for this:

• No longer being an admin of the page that the feed is connected to
• Social media platform issues, including webhooks not being delivered
• When first setting up a Twitter feed, it will say it has an error if this Twitter feed is becoming a Streamed Feed.  This means that we need to wait until Twitter has set this up for us.  This error should disappear within 20 minutes.

My feed has no error and I don't have a resolve button on my account but no content is coming in 

It's possible that your feed is paused. Click on the play sign to unpause your feed.

Please contact Support if you have any further questions on this topic.