Smash Balloon Joel

Hey @sequith,

Thank you for reaching out to us for assistance. Could you clarify if the plugin is not updating at all? The free version of the Custom Twitter Feeds allows for one update per week. This is due to recent changes from Twitter causing us to set up a new solution to retrieve Tweets and due to the cost of this solution, free and Pro users have limited updates. Pro users receive 12-24 updates per day. For more details, please check our documentation here.

If the feed is not updating at all, this may be an issue with the source, or the API failing multiple times when the plugin checks for new posts. Alternatively, sometimes website caching can cause issues such as Object/Memory caching. To be able to determine these issues in detail, please send us a support request here including the System Info from the plugin’s Help section and the URL to the site with the issue.

Hope this helps! Let me know if you have any other questions.

Many thanks,
Joel

Hey @imokweb,

Thank you for reaching out to us for assistance. Taking a look at the website now, it is showing the latest available posts (22 hours ago) from this Instagram account. Here are a few reasons you may be experiencing this:

• Pinned posts. These are not available and will now show in the Instagram Feed, unless they are also the most recent posts. The Instagram API does not provide us with the pinned posts.
• Website caching. It may be that an update happened in the background, but website caching is not clearing as often, or is not properly clearing the ‘Instagram Feed’ (sometimes caused by Object caching). This looks likely to be the case as everything is up to date when I view the feed today, and you may want to look at reducing your caching’s TTL (Time To Live or Caching Time).
• Browser caching. This is not normally the case, but it would be a good option to clear the cache on your end if you are still not seeing the latest non-pinned posts.
• Not in this case, but if you ever have collaboration posts on your Instagram account, these can only be displayed if posted by your account and you have connected the source as a Business Profile.

I hope this helps! Should there be anything else or if you have any other questions, let me know.

Best regards,
Joel

Hey @michaelvahl,

Thanks for reaching out and sharing your frustration. We understand how annoying it is to deal with delays, and we’re truly sorry for the inconvenience caused. Your feedback is invaluable, and we’re actively addressing the situation to improve response times, and your specific bug report that we dropped the ball on. Rest assured, our team is dedicated to resolving the issue you’ve reported, and ensuring a smoother experience for all users. Your patience and continued support mean a lot to us as we work towards a solution. You will receive a response from a new Technical Support Representative on our end, to get to a resolution in your case.

Many thanks,
Joel

Hey @wisefisher,

There was an issue with the Business Profile connection flow which was resolved on our end last month due to changes in the Meta connection flow. If you are still having issues connecting a Business Profile, please ensure it is set up and connected to a Facebook Page according to our documentation here.

If you’ve set everything up but can’t seem to find the profile when connecting, you can reset the connection with our app to ensure you can re-select the correct information by following our Reauthorization doc here.

If you still have issues with this, please send us a support request using the support form.

Many thanks,
Joel

Hey @mahgy,

Glad to hear it! If there is anything else we could do to bring your experience with the plugin from a 2-star to a 5-star experience, let us know.

Have a great day!

Hey @mahgy,

Just checking in here to see if you were able to get the plugin set up or if you have any other questions?

Many thanks,
Joel

Hey @webpp,

Thank you for reaching out to us for assistance. Currently, this is not possible neither with the free or the Pro versions of the plugins. Each source you wish to display with the plugin has to be connected by the user with access in the admin area. That being said, I will add this as a feature request and provide your feedback to the team.

For some additional context, our plugins are intended mainly as a social proofing solution, allowing you to update your website with useful content by updating your social media of choice. It is not intended for ‘directory’ type websites to display an unlimited number of different connected accounts.

Hope this helps clear it up! If you have any other questions or concerns don’t hesitate to reach back out as we are always happy to help.

Many thanks,
Joel

Glad to hear it! Should there be anything else in the future don’t hesitate to reach back out.

Have a great day!

Hey @mahgy,

You should not need to reconnect the Instagram Feed each time you update. This connection is encrypted and saved in your site’s database. If your source is becoming invalid this could be due to a number of reasons – encryption issues on the site, or changing your password on Instagram or Facebook for example.

If you do experience these issues, here is what you can do: If you navigate to Instagram Feed > Support (click the Help button in the top right of the settings), expact the System Info section and scroll down, you should see a section called ## ERRORS: ##. Please copy this section and provide it here, as any errors present should help me provide specific guidance here. Note: do not paste the full System Info into the forum here, for further troubleshooting please use the support form.

If you have any other questions don’t hesitate to start a support thread or reach out with the form. Hopefully we can ensure everything is set up and working properly for you here!

Best regards,
Joel

Hey @hendrikhen,

Thank you for reaching out to us for assistance. This could happen due to specific plugin conflicts, or an issue with the database.

Here is what you could try first:

• Go to Instagram Feed > Settings and disable the Preserve settings if plugin is removed setting, then Save Changes.
• Deactivate and Uninstall the plugin
• Reinstall the plugin, and check whether you are able to access the All Feeds section.

If you still have issues, there is likely a conflict occurring on the site, either from another plugin, your theme, or even a browser extension or PC software, such as AdGuard blocking specific scripts. You can test this by using another browser, device or an ‘incognito’ browser. If issues remain and you would like further guidance, please send us a support request using our support form, here, where a Technical Support Representative can further troubleshoot and help you with the issue.

Many thanks,
Joel

Hey @mahgy,

Sorry to hear of your issues! This error sounds like you may be using an outdated version of our plugin. Please update to the latest version, and reconnect your source. You can follow this documentation on source reconnection as guidance.

Another reason for this error to appear is your host blocking access to the connection – just as the error message, the plugin has an error reaching graph.facebook.com. In this case, an outdated version of it (/v10.0) which is why it’s likely a plugin version issue. If the error remains after update, please check with your host and ask them to ensure you can connect to graph.facebook.com through cURL.

If you have further questions or the plugin is still not working the way you expect, please create a support thread on the forums or reach out using our support form found here.

Hey @webmark487,

Thank you for reaching out to us for assistance. Yes, cachetime works. In the example you provided, it will ‘flag’ the page after 60 minutes so that the next time the page with the feed is visited, the plugin will check for new posts.

This is a different type of caching trigger from the standard caching settings (in the plugin settings ‘Feed’ tab), which is caching that occurs in the background based on CRON jobs. The cachetime option enabled the above mentioned function, also called ‘Page caching’.

If you seem to have trouble making it work, other website caching systems can cause a conflict here. In some examples, Browser caching has caused users to not see feed updates as often as possible.

We generally suggest using background caching. If it is not working as expected, you may have an issue with CRON jobs not running, or an Object/Database Caching conflict. You can find some details on CRON jobs here.

Please let me know if you have any other questions or concerns!

Best regards,
Joel

Happy to help!

When I tested the same permissions, my AT remains as ‘Never’ expiring. This likely depends on your app setup and choises made during the app creation (the purpose of the app, e.t.c.).

You can test:

• Create a new app with the same setup conditions as mentioned in our Event Token guide and test extending a token with that app.
• Follow the direction in the Meta developer site on how to create long-lived tokens

Hope this helps!

Hey @pstidsen,

Our plugin will add a bunch of scripts and show elements that you do not need, even if parts could be removed to make it somewhat more effective. It looks like you have the correct call in making your custom solution here. You can simply extend the Access Token you are generating with your app using the Access Token Debugger Tool. I made a short video for you to check out here: https://a.supportally.com/v/F5jh7H

If you have any other questions about our products or need a suite of more involved Social Media feeds, let us know as we are always happy to help.

Best of luck setting up your solution here and have a great weekend.

Best regards,
Joel

Hey Astrid,

Glad to hear it is working now! And of course, no worries – a soon-coming update will improve the source connection process and experience further.

Have a great day!