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Top 5 Most-Asked Hootsuite Support Questions (and the Answers to Them)

By Nicole Winstone | 3 days ago | Strategy | No Comments

Here at Hootsuite, our customer support team fields hundreds of questions every single day. In fact, just last month our team passed our 200,000 support ticket milestone, maintaining a 93% satisfaction rating month-over-month. Each day brings something different, which is to be expected when you have over 10 million people using your tool.

Though the comments and questions are never exactly the same, there are a few that pop up far more often than others. Here are 5 of our most-asked Hootsuite support questions, and the answers to help you solve them.

“My scheduled messages didn’t post!” or “It shows an error in my past scheduled messages. What do I do?”

Often these issues will display errors like “The Facebook credentials provided are invalid,” “Facebook/Twitter indicates that you’re not allowed to make this request,” or “Daily update limit reached” in the Past Scheduled view of the Publisher. Basically, this means that the connection between Hootsuite and your Facebook or Twitter account has been lost.

This can be easily fixed by reconnecting your social network with Hootsuite. To do so, click your user profile icon on the left side menu of your dashboard. Depending on which social network you need to reconnect, double click the social network that has been problematic and click “Connect with….” Follow the prompts in the pop-up to enter your login credentials and allow all permissions to authorize Hootsuite on your account. With that, you shouldn’t have any more scheduling issues!

“I’m supposed to get 50 analytics points a month but it says I don’t have any.” or “Why am I getting charged for an analytics report I only wanted that one time?

This question applies to our Pro customers as each Pro plan includes 50 analytics points. These points never disappear, nor will they accumulate month over month. On average, we’ve found that 50 points generates 1 report.

If you create a report that uses 50 points, those points are considered used for as long as the report is active. So long as the report remains active and in your account, you can review and export the data as often as you like without any need for additional points. Once you delete the report, those 50 points are once again available to you should you wish to create a new report.

Additional analytics packs are available for purchase in packs of 50 through our billing page for customers looking to create a larger report or perhaps run multiple reports at a time. As with all of our services, these are billed on a monthly or annual subscription basis. To remove this supplemental feature, you’ll need to first ensure those points are not being used by deleting the relevant report. Then simply go to your billing page, select No additional analytics reports and click Save at the bottom of the page.

“My boss paid for me to be part of his Pro account but it still says that I have a Free account. What gives?”

If a Hootsuite Pro member has added you to their organization, you ‘inherit’ Pro permissions like team collaboration and analytics. These capabilities come through their organization, but your account itself remains Free. If you’d like to upgrade to Pro, you can do so by clicking “Enhance My Plan” here.

“Why can’t I add my Google+ account?” and “How do I tell if I have a Google+ page or profile?”

Currently, Hootsuite offers an integration with Google+ Pages, and not Google+ Profiles.

To check whether you have a Google+ Page or Profile, log into the native Google+ site with the credentials that you’re trying to use. Once there, hover over the “Home” section to expand your options menu. Click “Pages” and if you see no page listed there, you only have a profile and cannot interact with it from within Hootsuite.

We know that many of our users enjoy Google+ so if the Google+ Profiles API is opened up to us, you can bet we’ll work on bringing that functionality to Hootsuite users.

“Some of my tweets or Facebook comments are missing from my streams, where are they?” or “I’m not seeing all of my plugin apps listed in the dropdown within a tweet.”

Please try clearing your dashboard cache by going to “Settings” (in your left hand dashboard menu), clicking “Preferences” and then “Clear cached messages.” That should help clear things up!

If any of these solutions didn’t fix the problem, or if your question/issue doesn’t appear on this list, please check out the Hootsuite Help Desk or tweet us @Hootsuite_Help. To save us both some time, let us know if you’ve already tried any of these solutions without success! Our Help Desk is also full of informative articles to help you solve your problems quickly and easily.

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