Your socials can occasionally become disconnected from your Kitly account.
For Instagram profiles in particular, it's important to get reconnected ASAP as story data exists only for the 24 hour period after it's posted. We're not able to retrieve past story posts while the talent was disconnected.
How Do I Know My Account is Disconnected?
You'll receive an email letting you know your account appears to be disconnected, as well as a notification if you have the Kitly App.
Why Does This Happen?
There can be a few reasons for an account to go into error. Usually this is because you:
have recently changed your Facebook/Instagram password. This essentially signs you out of connected platforms. You simply need to log in to reconnect your account.
have changed your Instagram profile from a Professional Account (Business or Creator) to a Personal or Private Account.
have disconnected your Facebook Business Page from your Instagram profile.
How Do I Reconnect?
You'll receive an email asking you to reconnect. Follow the link and the below steps:
Kitly App
Open Kitly App and Log In to your account
Go to Settings
Select Manage Account Channels
Select Add Chanel
Sign In with Facebook and follow Facebook prompts
You'll see a list of available social profiles to connect. Ensure each of the profiles you would like connected are selected.
Kitly Desktop
Open Kitly.co and Log In to your account
Go to the drop down arrow in the top right corner of your screen
Select Settings
Select Linked Accounts
Login with Facebook and follow Facebook prompts
You'll see a list of available social profiles to connect. Ensure each of the profiles you would like connected are selected.
If you're unable to see the social profile you need to connect (your Instagram for example) this is usually because:
your Instagram account isn't a Professional Account (Business or Creator). Please use this guide to check.
your Instagram account isn't connected to a Facebook Business Page that you are an Admin of. Please use this guide to check.
If you are still unable to connect please reach out to us at hi@kitly.co for assistance.