What Can Cause X Ad Accounts to Deactivate?

Updated 

5 months ago

Sprinklr uses access tokens, which are provided by social channels, to connect to your 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: 

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, 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. 

  • X 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 X, along with recommendations to avoid them in the future. 

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

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

When you connect your X account to Sprinklr, Sprinklr is authorized as a connected app. If Sprinklr is removed from the authorized connections list, its access to your X account is revoked and your X 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 X account.

X suspends access to accounts that violate its rules, or that may have been hacked. Go to X 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 X. 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: 

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

When a Social Account becomes 'disconnected,' both Admin and Social Account Owners within the Sprinklr receive an email notification with an alert that the Social Account has been disconnected. 

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