Connection problems

When a connection does not work, the brand's Connections page says so, and usually why. Start there. Anything here that changes a connection needs a brand admin. See Connections.

A connection says Needs reconnecting

The network stopped accepting the saved sign-in. Common causes are access removed in the network's own settings, or a sign-in that expires, such as one made while your app is still in testing mode at the network. Each night every connection is checked, so one that lapsed is marked then. Test checks at once.

  1. Find the connection and read the reason under it, if there is one.
  2. Press Reconnect. It goes the way the connection was made: through GreenMind's app, your own app, or a new key.
  3. Sign in again and allow everything it asks for.

Until it is mended, posts that use it cannot go out, and a network whose only account lapsed disappears from the post editor's Channels. A post already drafted on it says that the account needs reconnecting. Once the connection works again the network comes back.

If the service says Needs reconnecting at the org, the connection is the org's. Press Manage it at the org and reconnect it there. An org admin has to do it.

Connecting was refused

After you sign in at the network, the page shows a banner. These are the messages and what to do:

  • Turn on the API in your project, then connect again. The network's service is switched off in the project your app belongs to. Switch it on in the network's developer console, then connect again. The guide for the network says which.
  • The permission was not granted. You did not allow everything, or the app does not list a permission it needs. Add the missing permission to the app, then connect again and allow it. The guide lists the scopes.
  • Did not accept the token. Connect again. Try once more.
  • Did not accept the app's client ID or secret. Check them against the app. Use Test these credentials in the guide before you press Connect.
  • Reported a problem and did not connect. The network said no for its own reasons. Try again, then check the guide.
  • That took too long. Connect again. The sign-in ran out, or was not started in this browser. Start again and finish in the same browser.
  • Connecting was cancelled; nothing changed. You cancelled at the network. Nothing was saved.
  • The service refused the connection, and gave no reason. Check the app's settings at the network, and the guide.
  • You may no longer manage these connections. Your role changed. Ask an admin.
  • Connecting this service is not set up here. This way of connecting is not available. Use Use your own app or Add a key if the row offers one. If it offers neither, the service cannot be connected here at the moment.

Each banner has a How to set this up link to the network's guide.

There is no Connect button

Connect, which signs in through GreenMind's own app, is open to few orgs. Most networks offer Use your own app or Add a key only. That is normal. See Connections.

If you see no buttons at all and the sentence "An admin of the brand connects its accounts and channels", you are not an admin of the brand.

A network says my app is not approved

Networks review a developer app before it may do everything, and until then some things work and some do not. The guide for the network has a section, Before the network approves your app, with Still to pass and Works already. While you wait, Post by hand instead connects the account for posting in the network's own app. See Finishing a post by hand.

For a specific case, read the network's guide: YouTube explains videos that stay private until its audit is passed, and TikTok explains why a video goes to the TikTok inbox.

Posts to Facebook or LinkedIn are refused

Meta and LinkedIn need to know which Page to post to. Under Posting on the Connections page, press Use a connection, choose the connection and fill in the Facebook Page ID or Company page ID. Then try the post again.

A network is missing from my post

The post editor offers a network only when the brand has a working account there. Connect one, or mend a connection that Needs reconnecting. A brand's own account beats an account the org or another brand lends.

A lent account stopped working

If another brand lent it, they may have stopped sharing it, or it may need reconnecting at their end. You cannot test or disconnect it. Ask the brand that lends it. See Sharing across brands.

Disconnect says to remove access myself

Some networks cannot be told to forget a connection. The page then says "Disconnected here. Remove its access at" the network "too." Open the network's own settings for connected apps and remove it there.

Still stuck

Open the network's guide from the connection's row and check each step against what you did, in order. Post problems covers what goes wrong after a connection works.