Why can't some content be pulled into Roster's Social Feed?

sometimes a post shows up in your social feed as a card that says "this post doesn't have any media" instead of the photo or video this usually isn't a roster error — it means the social network didn't hand over a usable image or video for that post here's why that happens and what you can do two different messages, two different causes "this post doesn't have any media" — the network never provided an image or video for this post, so there's nothing for roster to display "video/image unavailable in roster" — roster did receive a media link, but it has since expired or won't load this one can often be fixed by refreshing (see below) reasons a post may have no media copyrighted or licensed audio when a reel or video uses copyrighted or licensed music, the social network often flags it as unavailable to third party apps and won't share a downloadable media file this is the most common reason, and it's a platform restriction roster can't override the creator turned off downloads instagram now lets creators disable downloads of their reels — either on an individual post or across their whole account when downloads are turned off, the network won't provide the media to roster, so the card appears empty if it's an ambassador's post, they can re enable downloads for that reel (or account wide) in their instagram settings the post is a link, text, or unsupported post type some posts simply don't have a downloadable image or video attached — for example facebook link shares or text only posts there's no media for roster to pull in for these the media link has expired social networks hand out temporary links to media that expire after a period of time (instagram image links and tiktok cover images both expire relatively quickly) if a link has expired, the card may show "unavailable in roster " reloading the page usually prompts roster to fetch a fresh link if it keeps failing, it typically points to a connection issue (below) the brand's social connection expired or is missing permissions roster refreshes media using your brand's connected instagram/facebook account if that connection has expired, been disconnected, or wasn't granted the necessary permissions, roster can't retrieve or refresh the media reconnecting your accounts under your social settings resolves this see connect facebook & instagram https //docs getroster com/connect facebook and instagram the post is private, deleted, or expired if the ambassador set their profile to private, deleted the post, or the content was an instagram story (which disappears after 24 hours), the network no longer makes the media available — so there's nothing for roster to show tiktok videos tiktok only allows third party apps to access metadata and a thumbnail image — never the full video file so tiktok cards show the thumbnail rather than a playable/downloadable video, and if that thumbnail link expires the card may appear empty until refreshed carousel (multi image) posts for instagram carousel posts, the individual images live inside the album in rare cases a carousel can come through without a primary preview image, which can leave the card looking empty even though the album items exist = a temporary hiccup with the social network occasionally the social network is temporarily rate limiting or slow to respond when roster requests the media this is temporary — the content usually fills in on a later sync or after a refresh what you can do reload the social feed — this prompts roster to request a fresh copy of the media check your social connection — make sure your instagram/facebook accounts are still connected and authorized ask the ambassador — if it's their reel, they can confirm downloads are enabled and that the audio isn't licensed/restricted view on the network — where a "view on instagram/facebook" link appears, you can always open the original post directly related articles connect facebook & instagram https //docs getroster com/connect facebook and instagram — required setup for social listening link facebook & instagram in meta business suite https //docs getroster com/link facebook and instagram in meta business suite — prerequisite for connecting social feed overview https //docs getroster com/social feed overview — where to view and manage captured content social feed faqs https //docs getroster com/social feed faqs — common questions about the social feed social profiles faqs https //docs getroster com/social profiles faqs — platform specific questions and troubleshooting need help? if you need any additional assistance with your roster account, feel free to contact our support team at support\@getroster com mailto\ support\@getroster com we're here to help!