Sprinklr uses access tokens, which are provided by social networks, to connect to your social accounts. When an access token expires or becomes invalid, you must reconnect your social account to Sprinklr (see Re-Add a Deactivated Account in Sprinklr). Doing this generates a new token.

Each social network has policies and security algorithms intended to keep its users’ accounts and data secure. When a social network identifies certain actions on an account, that social network forces its token to expire, which causes the account to disconnect from Sprinklr. Sprinklr is subject to these security measures. They are often more stringent for third parties than what you may experience using the social network itself. While disconnections can be frustrating, they occur to protect you.

Token expiration

Tokens expire due to the following:

• Manual updates to your account settings, like changing a password.

• The social networks force tokens to expire as a security measure.

• Tokens reaching the end of their built-in lifespans.

Changes to Account Settings that result in Disconnection

Sprinklr depends on the settings you maintain in each social network. Making changes in a social network, such as Twitter or Instagram, can result in your account disconnecting from Sprinklr. Here are some changes that cause disconnections:

• You change your username or password for a social account connected to Sprinklr. For example, if you sign in to Facebook and change your password, your Facebook account disconnects from Sprinklr.

• You revoke Sprinklr’s access to your social account. Social accounts have settings that list which apps have permission to connect to your social account. Sprinklr must be included on that list if you want to publish to that social account from Sprinklr. If you manually revoke Sprinklr access from the social account settings, your account disconnects from Sprinklr.

• If the user who added a social account to Sprinklr loses their Admin status or access to a Page or group, the account disconnects from Sprinklr.

Security Measures that result in Disconnection

To keep your social account secure, a social network might disconnect the account from Sprinklr when it identifies certain behaviors. The following behaviors are likely to get flagged and should be avoided as a best practice:

• Using alias usernames that don’t appear to be real names.

• Logging in with the same account credentials from different IP addresses. In other words, sharing logins between users or devices.

• Publishing content that gets flagged for copyright violations or other inappropriate content.

Token Lifespans for a Social Network

Tokens from each social network can have built-in expiration dates so that they don’t grant access to information forever. Disconnection can be expected based on each social network’s authentication policy:

• LinkedIn: Tokens for these social networks have a 365-day lifespan.

• Twitter and Pinterest: These social networks do not issue tokens with expiration dates, so they are not expected to need re-authentication.

• YouTube: YouTube is not expected to need re-authentication, as these tokens refresh each time Impact uses them to collect data from this network.

• TikTok: Sprinklr uses long-term access tokens for TikTok. A long-term access token does not expire, but it'll become invalid if the advertiser cancels the authorization. An invalid access token cannot be renewed or refreshed.

Top Disconnection Reasons

Sprinklr displays the specific reason for your disconnections whenever possible. The following are the most common errors we receive from different social networks, along with recommendations to avoid them in the future.

Facebook and Instagram

Facebook Password or Security Alert 

This is the most common reason that Facebook or Instagram accounts get disconnected. We receive this message from Facebook when:

• Your Facebook account password gets updated.

• Facebook has detected what it thinks is a suspicious login attempt to your account. This includes logging in from a device or web browser that Facebook doesn’t recognize. To protect your account, Facebook disconnects any third-party tools, like Sprinklr. Here’s what you can do to avoid this in the future:

  • Avoid using alias usernames for your Facebook accounts. Use the same name on Facebook that you use in everyday life, so people know who they’re connecting with.

  • Don’t share your Facebook account credentials (username and password) with anyone else. Team members managing Pages or groups should be signing in with their own credentials.

  • Try turning on Facebook alerts for unrecognized logins. If you start getting alerts, you can tell Facebook which devices and browsers to trust in the future.

Facebook Access Revoked

When you connect your Facebook account to Sprinklr, Sprinklr is added as an authorization connection to your Facebook account’s Business Integrations. If Sprinklr is removed from the authorized connections list, its access to your Facebook account is revoked and your Facebook account, including all your Pages, groups, and associated Instagram business accounts, is disconnected from Sprinklr.

Revoking access to a social account can be a necessary troubleshooting step. It starts you with a clean slate before you reconnect that account to Sprinklr. Make sure you and your team understand the consequences of revoking Sprinklr’s access to a Facebook account.

Facebook Security Checkpoint

When Facebook thinks your account security may be compromised, it triggers a security check when you log in. This needs to be completed before you or Sprinklr can access the account. Security checks are different ways of confirming your identity. For example, they might ask you to identify friends in a tagged photo or provide your date of birth. This needs to be completed before you or Sprinklr can access the account.

Actions that can trigger security checks include:

• Compromised accounts

• Unrecognized Logins

• Incomplete setup of two-factor authentication

• Reports of inappropriate content

• Copyright violations

To resolve the issue and unblock your account, do the following:

• Clear the cookies and history from your browser.

• Go to facebook.com and sign in to your Facebook account.

• Follow the instructions to complete the security check provided.

• Wait another 24 hours before signing in to your Facebook account.

If you encounter an issue completing the security check, report it to Facebook.

To reduce the risk of triggering a security check-in future

• Review your account’s Security and Login settings and set up available extra security measures.

• Ensure that two-factor authentication is configured. Incomplete configuration can trigger security checks.

• For additional ways to keep your account secure, see the Facebook help article What can I do to keep my Facebook account secure.

Facebook Token Expired

Facebook supplies tokens that allow Sprinklr to access and connect to your account. When a token expires, your Facebook account, including all your Pages, groups, and associated Instagram business accounts, disconnects from Sprinklr. This disconnection occurs with the following actions:

• The user who connected the account to Sprinklr is no longer an Admin of the Facebook Page or group.

• To add a Facebook Page or group to Sprinklr, your Facebook user must be an Admin of the Page or group. If your Admin role is later removed, the Page or group will disconnect from Sprinklr.

Unconfirmed Facebook Account

This error means there’s an issue with your account that needs to be resolved on Facebook before you can reconnect it to Sprinklr. Sign in to your Facebook account to see what Facebook needs you to do to resolve it.

Insufficient Page Role

To add a Facebook Page to Sprinklr, your Facebook account must have a Page role of Admin or Editor. This disconnection occurs when the user who connected the account to Sprinklr is no longer an Admin or Editor of the Facebook Page. Their role may have changed, or more commonly, their account was removed from the Page because they left the company.

To learn more, see the Facebook help article Manage Page Settings.

Sprinklr lacks Page Permissions

When you connect your Facebook account to Sprinklr, the Sprinklr app gets authorized in your Facebook account’s Business Integrations as a connected app. This is where you can manage what information you share with Sprinklr, and what Sprinklr can manage for you. Verify that you have given Sprinklr full access to your Facebook Page. If some permissions were not granted to Sprinklr during a previous connection with Facebook, or have been removed, you need to update those settings and grant all permissions in order to gain full functionality.

To learn more, see the Facebook help article How do I edit the privacy and settings for my business integrations?

Page Restriction Settings

This error means that Sprinklr can't access some of your Page's data that it has requested from Facebook. The most common cause for this is when the Page has country or age restrictions, or if the Page itself is not published. Check your Page’s settings to see if any of these things are restricting its visibility. If the Facebook account that was used to connect the Page to Sprinklr does not meet the Page’s visibility requirements, then Sprinklr won’t be able to see the Page either.

LinkedIn

LinkedIn Token Expired

• LinkedIn supplies tokens that allow Sprinklr to access and connect to your account. These have built-in expiration dates for security so that a single token can’t grant access to your information forever. When a token expires, your LinkedIn account, including your profile and Pages, disconnects from Sprinklr.

• LinkedIn tokens expire every 365 days, so you can expect to have to reconnect every year to get a new token and confirm Sprinklr is still authorized to access your LinkedIn account.

• As an extra security measure, LinkedIn also expires tokens on inactive accounts. If you haven’t interacted with LinkedIn in Sprinklr in the last 60 days during that period, your token will expire.

LinkedIn Access Revoked

When you connect your LinkedIn account to Sprinklr, Sprinklr is authorized as a LinkedIn Permitted Services. If Sprinklr is removed from LinkedIn's Permitted services, its access to your LinkedIn account is revoked and your LinkedIn account, including your profile and Pages, is disconnected from Sprinklr. Revoking access to a social account can be a necessary troubleshooting step. It starts you with a clean slate before you reconnect that account to Sprinklr. Make sure you and your team understand the effects of revoking Sprinklr’s access to a LinkedIn account.

Insufficient Access

To connect a LinkedIn Page to Sprinklr, you must be a LinkedIn Designated Admin for the Page. If you are removed from the Page’s Designated Admin list, the Page will disconnect from Sprinklr (even if you’re still listed as another kind of Page Admin). Make sure that all your LinkedIn Page Admins know which account is authorizing Sprinklr to access the Page. That user needs to remain listed as one of the Page's Designated Admins on LinkedIn.

Restricted Profile

LinkedIn restricts access to accounts that violate its acceptable use policies. Restrictions can be temporary or permanent, depending on the violation. Sign in to LinkedIn for information on why it was restricted, what you may need to do, and how long you need to wait before you can access it again. When you regain access to your account, you will be able to reconnect the account to Sprinklr.

Here are some reasons an account might be restricted:

• An unusually large number of page searches, profile views, connection requests, or messages from the account. These are flagged as possibly coming from a bot or automated tool.

• The name used in the account profile is not a real person or is otherwise untruthful.

• LinkedIn has detected inappropriate or illegal activity on the account.

• A history of repetitive abusive behavior on the account.

• LinkedIn has detected that the account may have been hacked or compromised. If you think your account has been hacked, report it to LinkedIn right away.

Here are some tips to avoid restrictions in the future:

• Don’t create a new account if your current one gets restricted. Each LinkedIn user is only allowed one account. Accounts from the same IP address, or that connect with the same people and employers, will be detected and restricted.

• Make sure you are familiar with and follow LinkedIn’s Professional Community Policies and the Dos and Don’ts of their User Agreement. Violating these terms results in restrictions.

• If you plan to conduct an unusual number of page searches, profile views, connection requests, or messages, try to spread your activity on LinkedIn over a number of days.

• Try using a different browser to troubleshoot if an application in your default browser is generating high levels of activity on your account.

X (erstwhile Twitter)

Locked Twitter Account

When Twitter thinks account security may have been compromised, it temporarily locks the account, which disconnects it from Sprinklr. Accounts are locked when Twitter detects suspicious behavior that violates Twitter Rules or Terms of Service.

Before you can reconnect your Twitter account to Sprinklr, sign in to Twitter to restore your account. To reduce the risk of having your account locked in the future, see Twitter’s help article Help with my compromised account.

Twitter Access Revoked

When you connect your Twitter account to Sprinklr, Sprinklr is authorized as a connected app. If Sprinklr is removed from the authorized connections list, its access to your Twitter account is revoked and your Twitter account is disconnected from Sprinklr. Revoking access to a social account can be a necessary troubleshooting step. It starts you with a clean slate before you reconnect that account to Sprinklr. Make sure you and your team understand the effects of revoking Sprinklr’s access to a Twitter account.

Suspended Twitter Account

Twitter suspends access to accounts that violate its rules, or that may have been hacked. Go to Twitter to understand why it was suspended. Sometimes accounts are suspended by mistake. If you are unable to unsuspend your account, you’ll need to file an appeal with Twitter. When you regain access to your account, you will be able to reconnect the account to Sprinklr.

Accounts are most commonly suspended for being the following:

• Fake or spammy.

• Hacked, to prevent potentially malicious activity.

• Reported for abusive behavior.

To prevent account suspension:

• Make sure you’re familiar with and follow the Twitter Rules of conduct.

• See the Twitter help article About rules and best practices.

• See the Twitter help article About account security for options to keep your account secure.

Although some periodic disconnections are expected, you can avoid many others by adhering to the best practices.

Pinterest

Pinterest tokens may become invalid for a number of reasons, and Pinterest does not always notify you if that has happened. The most common reasons for token invalidation are:

Password Change

When Pinterest detects a password change for your account, it will revoke the token in use on any third-party app, including Sprinklr, and therefore, the account will be deactivated within Sprinklr as well. The deactivation of the account in such a case is a recent change that went live with the 19.8.1 Sprinklr release, given the fact that if the token is revoked, no actions with the account will work in any case.

Security Alert

When Pinterest detects a potential security risk with your account, with the access token in particular, it will revoke the access token, and the account will be deactivated in Sprinklr.