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.

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.

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.

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.

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).

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.

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 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.

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.=

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.

If you need any additional assistance with your Roster account, feel free to contact our support team at [email protected]. We're here to help!