Troubleshooting Connections

Overview

Use this article when a social profile won't connect, has disappeared from Social Cascade, or stopped posting. Find your problem below, then follow the fix or the linked article.

Before You Start

• Only team Admins can connect, reconnect or refresh social profiles. Editors and Viewers don't see the + button or the Refresh link. See Team Roles in Social Cascade.
• Social profiles are managed in one place: click your avatar (top right), choose Account Settings, then find Social Profiles in the team section on the right.

Connection Problems

My Profile Isn't Showing After I Connected It

After you finish on the social platform, you return to Social Cascade.

1. Refresh the browser page.
2. If the profile is still missing, click Refresh next to Missing social profiles? below your profile cards (team Admins only).

I Don't See the + Button

The + button beside Social Profiles shows only for team Admins. Ask an Admin on your team to connect the profile, or to change your role.

If your partner network membership has ended, you'll see "No connected accounts. Your partner network membership has ended, so you can't connect accounts." Choose a Social Cascade plan to connect profiles again.

"Error reaching the social platform!"

This message appears when Social Cascade can't open the linking page. Wait a minute and click + again. If it keeps happening, contact support.

A Platform Isn't Offered on the Linking Page

• Teams that joined through a partner network can connect Facebook and Instagram only. Choose a Social Cascade plan to add TikTok or YouTube.
• Otherwise, contact support and tell us which platform is missing. We'll check whether it's turned on for your team.

I Get a Permission Error, or the Connection Fails

When you connect, the social platform asks you to approve permissions such as managing your Page and posting for you. If you skip any of them, the connection fails or posting stops later.

1. Check that you have the right access on the platform:
   • Facebook: full control of the Facebook Page (not partial access). See Troubleshooting Facebook Page Connectivity.
   • Instagram: an Instagram professional account (Business or Creator). If you're asked to choose a Facebook Page, you also need full control of the Page linked to that Instagram account.
   • TikTok: a TikTok Business or Creator account. We recommend Business.
   • YouTube: a YouTube channel on the Google account you sign in with.
2. Remove the old connection in the platform's own settings. For Facebook, see Troubleshooting Personal Account Changes and Permissions.
3. In Social Cascade, click + beside Social Profiles and connect again. Approve every permission.

The Sign-In Window Keeps Closing

1. Clear your browser's cache and cookies.
2. Try again in a private (incognito) window, or another browser. This rules out extensions and old sign-ins.
3. Make sure you're signed in to the social platform with the account that manages the Page or profile.

Post Publishing Errors

If a scheduled post fails, Social Cascade shows an error message for that post. These two are the most common.

"Your Facebook account has a restriction that prevents posting."

Meta has restricted the Facebook account that connected the Page. This can follow a Community Standards issue, unusual activity, or unfinished identity verification.

1. In Facebook, go to Profile > Help > Account Status, or open Account Quality.
2. Follow Meta's steps to resolve or appeal the restriction.
3. When the restriction is lifted, reschedule the failed post in Social Cascade.

"The social network couldn't download your media."

The platform (Facebook, Instagram, TikTok or YouTube) couldn't fetch the image or video attached to the post.

1. Upload the image or video to Social Cascade directly instead of using a link to another site.
2. If the same file keeps failing, convert it (for example JPG instead of PNG, or MP4 instead of MOV) and upload it again.
3. If you host media on your own server, make sure it doesn't block social network crawlers.

Still Stuck

Email support@socialcascade.co with:

• the platform you're connecting;
• your team name;
• a screenshot of the error;
• the steps you've already tried.

Related Articles

• Connecting Social Profiles
• Reconnecting or Relinking Your Unlinked Facebook, Instagram, TikTok, or YouTube Account
• Why Your Social Account Was Automatically Disconnected
• Troubleshooting Facebook Page Connectivity
• How to Regain Access to Your Facebook Page