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. 

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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. 

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If your Social Account in Sprinklr is disconnected, you will stop receiving inbound and outbound posts, comments, and analytics for your pages and accounts. 

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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. 

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