Why is my social post not showing in my campaign or action?
5 min
If you happen to notice your social posts aren’t being picked up in your Roster account, here are some things you can check...
Quick Rules Overview
- First check the campaign or action requirements in the Roster app to ensure it's requiring a social feed post. Roster automatically captures
- Instagram Feed Posts
- Instagram Reels
- Instagram Stories (for Instagram Professional accounts)
- Facebook Feed Posts
- TikTok Videos
- Twitter Feed Posts (Tweets)
- For social posts: if you have followed the rules outlined below then your post should be able to be pulled into the Roster platform.
- For public posts, it can take up to 24 hours for Roster to automatically pick it up so give it some time and the system will do it for you.
- If your social account is private, then Roster will not be able to pull in your post automatically. Look for the "Refresh" button within the activity to pull it in on-demand.
- Also, check to make sure your post is within the campaign's start and end dates.
1. Which social platform did you post to?
- Roster's automated social listening processes currently run for Instagram, Facebook and Twitter. You MUST post to a network that is required in the activities and our system will automatically pull it in as long as it follows the guidelines explained in point #2 below.
- Other content can be added by providing a web link or uploading images. Note: these options are only available when the brand has those options enabled in the activities section.
2. Check to make sure your post includes all the activity requirements
- Did you correctly @mention the brand's social handle required in the activity? You must @mention the brand in the caption (not hidden in a comment) in order for your post to be counted.
- Note: for Instagram you can also tag the brand in the media/image and the post will be picked up later in a recurring sync. that won't be real-time so wait up to 24 hours to see your tagged media post(s) pulled in.
- See this help article for more details.
- Did you use the proper #hashtag associated with the activity? Remember that the hashtag (if required) MUST be in your caption, (not hidden in a comment).
- Instagram TV posts are not automatically pulled in due to limitations in the Facebook & Instagram APIs and should be provided to the brand via screenshot and image upload (only relevant if the brand requests this type of content)
- How old is your post? If it's older than a couple weeks, it may not be eligible.
3. Did you post from a social account that you have connected in Roster?
- In order for us to more easily find your post, it's recommended you connect your social account within your Roster account.
- To confirm your social connections within your Roster account, check here.
- If your social connection was missing and now you've added it, allow up to 24 hours to see your post(s) pulled in.
4. Do you have a private social account?
- In order for Roster to pick up your private social post, please read what you'll need to ensure that your account is connected to Roster (see #3 above) AND that you click the refresh icon next to the campaign activity within Roster.
