No email when token has expired + unreliable expy date for business accounts

  • There is something unreliable with the date that is displayed for business connections. When you connect, it shows a date about 3 months in the future, but the account is going to expire much earlier.

    • On 21 may my session expired, I reconnected and it gave me 19 august as a new date
    • On 28 June email from Social Feed Gallery that the token is about to expire, expy date was still 19 august and it still worked
    • On 10 July email from Social Feed Gallery that the token is about to expire, expy date was still 19 august and it still worked
    • On 22 July I checked again and the front end showed Error: 190: Error validating access token: Session has expired on Saturday, 20-Jul-24 04:50:57 PD. I did not receive an email that day that the session was actually expired. And in the backend, the expy date was still 19 august
    • I reconnected again and my new expy date is 10 oktober.

    I don’t get this. Upon connection, it shows an expy date 90 days out. Then 52 and 40 days before the registered expy date it sends an email that the token is about to expire. But it doesn’t send an email when the token has actually expired, and it doesn’t show that in the backend either. Why not?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support jmatiasmastro

    (@jmatiasmastro)

    @jpnl Hi mate,

    Thank you for contacting us and detailing your situation.

    Please note that the expiration of the access token does not depend on us; it is managed by the Facebook API. The duration and management of these tokens are subject to Facebook’s privacy and security policies, which can cause early expirations.

    Regarding the alerts, expiration warning emails are normally sent for personal accounts. For business accounts, the token should be renewed automatically, although this does not always happen.

    However, you can always generate a new access token through the following links:

    Personal: https://socialfeed.quadlayers.com/ Business: https://socialfeed.quadlayers.com/facebook.php

    We hope this solves your problem.

    Best regards, QuadLayers Support Team.

    Thread Starter John-Pierre Cornelissen

    (@jpnl)

    Thank you, but I have the described issue literally every month or two, so this time I decided to bring it to your attention so you can improve the while thing, because at the moment it just works bad.

    Unfortunately your answer does not solve the problem and it’s different from what I experience.

    1. You say the plugin sends warnings for the personal account only. However, this is a business account and I did also receive the emails like I already wrote.
    2. You say that business accounts renew automatically. That has never happened here. I don’t know what the renew trigger is. If it’s the date listed in the account list in the plugin (see previous screenshot), then it’s always way to late because the token always expires well before that date.
    3. If the token expires early, the plugin receives an error when it tries to retrieve the post. Why does the plugin not send an email when there is such issue? It knows how to send an email when the token “is about to expire”, so why doesn’t it also send an email when the token has expired?

    Thank you
    JP

    Plugin Support jmatiasmastro

    (@jmatiasmastro)

    @jpnl Hi John, thanks for updating your ticket.

    To ensure we address your issue as quickly as possible, could you please start a ticket through the following platform? https://urbiport1.atlassian.net/servicedesk/customer/portal/2

    From there, our support team will be able to request the necessary data to investigate the issue you’re experiencing.

    Best regards, QuadLayers Support Team.

    Thread Starter John-Pierre Cornelissen

    (@jpnl)

    Thanks and done.

    Ticket here.

Viewing 4 replies - 1 through 4 (of 4 total)
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