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Common Posting Errors & How to Fix Them

Overview:  If your post isn’t publishing as expected, don’t worry—it’s usually a quick fix. Below are the most common errors our users run into when creating or scheduling content in Pollen, along with step-by-step instructions to get back on track.

🔐 1. Token Expired (Instagram or Facebook)

What’s happening:
Your Instagram or Facebook connection (via Meta) has expired, usually due to a password change, permission update, or token time-out.

How to fix it:

  1. Go to Settings > Integrations > Facebook/Instagram in your Pollen dashboard.

  2. Click Reconnect Account and log in using the Facebook account that manages your business pages.

  3. Ensure all permissions are selected when prompted.

  4. Confirm the correct page and profile are selected, then save changes.

🛠 Tip: Reconnection must be done by the person who originally connected the account or someone with full admin access on Facebook.

✏️ 2. Caption Too Long

What’s happening:
Your caption exceeds the platform’s character limits.

Limits to keep in mind:

  • Instagram: Max 2,200 characters

  • LinkedIn: Max ~3,000 characters

  • Facebook: Up to 63,206 characters (but keep it concise!)

  • TikTok: Caption + hashtags must stay within 2,200 characters

How to fix it:
Edit your caption to fit the platform's character limits. Emojis and formatting (like line breaks or special characters) can sometimes be counted differently, so always double-check.

✂️ Try trimming hashtags or moving content to the image/video itself to save space.

🖼 3. Missing Image or Video

What’s happening:
Your media didn’t upload correctly or doesn’t meet the platform’s file requirements.

How to fix it:

  • Ensure your image is in JPEG or PNG format, and under 8MB.

  • For video posts, use MP4 (H.264 codec) and keep it under 100MB.

  • Re-upload the file in the Create a Post screen.

  • Try renaming the file and uploading again if it’s not recognized.

📸 Instagram and TikTok are especially picky—square or vertical formats tend to work best.

🔗 4. No Permission to Post

What’s happening:
Pollen doesn’t have the correct permissions to publish on your behalf—often due to a disconnect between Facebook and Instagram, or because you’re not an admin on the page.

How to fix it:

  1. Make sure your Instagram is a Business Account and is connected to a Facebook Page.

  2. Go to Facebook > Page Settings > Linked Accounts and confirm the IG connection.

  3. In Pollen, go to Settings > Integrations and re-select the correct Facebook Page and Instagram Profile.

  4. Confirm your Facebook user role is Admin, not just Editor or Moderator.

⚠️ You must be an admin on the Facebook Page that owns the Instagram account for the connection to work.

❓ Still Stuck?

If you’ve double-checked everything and your post still won’t publish:

  • Take a screenshot of the error message or failed post preview.

  • Email us at support@pollensocial.com with a short description of the issue.

  • Our team will jump in to troubleshoot with you directly.