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. 

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

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. 

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.