Skip to main content
All CollectionsErrors, Issues & SolutionsCommunity Management
Unable to reply to comments in your Community Management App?
Unable to reply to comments in your Community Management App?

Having trouble with your Community Management App? This is probably why you should learn to reconnect your social media channels

Tereza avatar
Written by Tereza
Updated over a week ago

If you encounter this error message while attempting to respond to a comment, it indicates that the connection between your Social media channel and ZoomSphere has been invalidated.

πŸ‘‰ When you connect your social media channel to your ZoomSphere account, you automatically grant our application access to retrieve data from your social media profile – the Access Token is active.

Unfortunately, there is no guarantee it will stay this way the whole time you are managing your social media with ZoomSphere. Access Token may expire when making changes in your social media profile settings.

How to fix it?

Each Access Token is linked to the personal account, which means if it expires, all social media channels linked from this profile will lose connection, too.

You need to refresh the personal Facebook profile in the Settings – Social profiles to which the Page is linked. Click the Refresh icon located on your personal Facebook profile.

To reconnect, follow these steps :

  1. Log into your ZoomSphere Master Account (regular user accounts don't have access to these settings).

  2. Go to the Settings – Social media channels.

  3. Check which social channel needs to be renewed (indicated in red frame).

  4. Log into the same channel in your Internet browser, too.

  5. Click on the "Refresh connection" under the three dots on the right side of the social channel.

  6. All disconnected channels linked from this social channel will be automatically reconnected.

πŸ’ Please note that these steps are for the master account only.

Did this answer your question?