Troubleshooting Social Posting

Cannot enter lead social data

You cannot manually enter social media data into a contact's profile.

That information is automatically generated by a third party that is associated with Lead Gen & CRM. 

Cannot delete published posts

Delete the post in the respective social media platforms.

You cannot delete previously scheduled content that has since been published in Lead Gen & CRM.

Cannot edit published posts

You can edit social posts that are scheduled but not yet published.

Once a post is published, you cannot make edits. You will need to go to the related social media platform to perform edits to live posts.

Connection broken

If you change your password, you will need to re-establish your social media connection.

Image not posted

Ensure that your image meets appropriate social posting file and dimension standards.

In addition, ensure that the image's file format is either .JPEG or .PNG and that the associated image URL is live.

Ensure that your leads are appropriately named.

If you have two leads with the same name, then social interactions will not be recorded for that lead.

Landing page meta description not generating

Ensure that metadata adheres to the following Open Graph (OG) metadata properties when generating previews for social posts:

  •   og:title
  •   og:description
  •   og:image

Lead Gen & CRM does not pull in a meta description that does not meet these standards.

Ensure the lead has social media details in Lead Gen & CRM.

A lead must have social media details in Lead Gen & CRM in order to link their account to their social media activity.

Ensure that the lead has social media icons on their contact record.

If the lead does not have social media icons on their contact record, then the third-party service associated with Lead Gen & CRM was unable to locate that person’s profile.

Network issue

Ensure that your message and image are valid before attempting to post the message again. 

If the post fails again, attempt to create the post again from the beginning.

If the post continues to fail, contact Constant Contact Support.

Not authorized to post

Ensure that your user role has the proper authority to post social content. If it is, disconnect and reconnect the connection with Facebook.

Deleting within the Content Calendar will unschedule your content. Your social posts will not be published when deleted. 

Cannot publish to personal pages via Lead Gen & CRM

This is by design, as Facebook policies stipulate that you cannot publish posts to personal Facebook pages via Lead Gen & CRM.

You can, however, post to public pages that you manage.

Character limit exceeded

Shorten your message.

Facebook permits 63,206 alphanumeric characters in posts.

Connection expired

Reconnect your account.

Facebook connections are based on tokens. Those tokens expire after 60 days.

Ensure lead names match.

Due to the limitations on data available from Facebook, social interactions are matched by first and last name, and not by email address. This may cause your automation to trigger for a lead with the same name that did not interact with your Facebook account.

Strange link in posts

This is by design, as this is due to Constant Contact's API agreement with Facebook and is standard with any social media management tool.

When posting to Facebook, you may notice a Lead Gen & CRM link in your published post. If you are posting to a company page, then this link will not be public, as only you can see it. If you post to a personal page, then this link will be public. Both you and your visitors will see the Lead Gen & CRM link.

Cannot publish to personal
Instagram accounts via Lead Gen & CRM

You can connect Instagram Business accounts to Lead Gen & CRM. These types of Instagram accounts can be connected as necessary. However, Instagram connections require a Facebook Page account.

This means that, in order to connect Instagram to Lead Gen & CRM, you must use an Instagram Business account that is also connected to a Facebook Page.

Character limit exceeded

Shorten your message.

Instagram posts are limited to a maximum of 2200 characters and 30 separate hashtags.

Connection expired

Reconnect your account.

Instagram requires a Facebook login, and Facebook connections are based on tokens. Those tokens expire after 60 days.

Incorrect image types and sizes

Instagram only allows you to post .JPEG and .JPG files through Lead Gen & CRM. 

In addition, image files must adhere to the following:

• The maximum file size is 8 megabytes
• The aspect ratio must be within a 4:5 to 1.91:1 range
• The minimum file resolution is 150 x 150 pixels
• The maximum file resolution is 1920 x 1080 pixels
• Resolutions lower than the minimum will be scaled up to the minimum, and resolutions higher than the maximum will be scaled down to the maximum

You can post a maximum of 25 posts every 24 hours.

This is by design, as this is due to Constant Contact's API agreement with Instagram and is standard with any social media management tool.

Character limit exceeded

Shorten your message.

LinkedIn permits 1,300 alphanumeric characters in posts.

Connection expired

Reconnect your account.

LinkedIn connections are based on tokens. Those tokens expire after 60 days. 

Links shortened

This is by design, as LinkedIn automatically shortens all web links longer than 26 characters.

This is done to make posts easier to read, and provides more room to add text. The links will not appear shortened in Lead Gen & CRM when you are creating the post, but will be automatically shortened when the post is published to your actual LinkedIn account.

820 x 312 pixels

1920 x 1080 pixels

1200 x 717 pixels

180 x 180 pixels

1200 x 628 pixels 

1200 x 630 pixels 

1920 x 1080 pixels

150 x 150 pixels

1584 x 396 pixels

646 x 220 pixels

1536 x 768 pixels

300 x 300 pixels

1128 x 376 pixels

400 x 400 pixels

1104 x 736 pixels

1104 x 736 pixels

60 x 60 pixels

 Facebook Supported File Types 

      •   .3G2

      •   .3GP

      •   .3GPP 

      •   .ASF 

      •   .AVI   

      •   .BMP  

Instagram Supported File Types

      •   .JPEG 

      •   .JPG